** Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only
Cloud Professional subscriptions
Note
A Developer Subscription/Partner Subscription is limited to support of the Acquia Infrastructure only, with no Drupal support. Support for this subscription level is available during regular business hours (8:00 AM to 5:00 PM) only. Support can be obtained by using information from the Acquia product documentation and the Support Knowledge Base; no phone support is available.
This table also includes Acquia Cloud Enterprise legacy subscriptions.
Starter
Basic
Business
Premium
Critical urgency timeframe*
2 hours
1 hour
1 hour
1 hour
High urgency timeframe*
8 hours**
4 hours**
3 hours**
2 hours**
Medium urgency timeframe*
1 business day**
1 business day**
6 hours**
4 hours**
Low urgency timeframe*
2 business days**
* Timeframe for first Support response
** Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only
Remote Administration is not available to customers with an Acquia Insight subscription (application not hosted on Cloud Platform).
Gratis subscriptions provided to the Drupal community are not eligible for tickets, advisory hours, or Remote Administration, and are subject to Acquia's Terms of Use.
Some legacy subscriptions included entitlements for a limited number of tickets. These limits are no longer enforced.
Site Factory subscriptions
Standard
Elite
Critical urgency timeframe*
1 hour
30 minutes
Critical response time*
24x7
24x7
High urgency timeframe*
2 hours**
1 hour**
Medium urgency timeframe*
4 hours**
2 hours**
Low urgency timeframe*
24 hours**
24 hours**
Remote Administration***
Standard
Standard
* Timeframe for first Support response
** Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only.
DAM subscriptions
The Acquia DAM (Widen) Support entitlement offers a Support timeframe of 24 hours.
Acquia Conversion Optimization, powered by VWO, is available in Enterprise tier for Insights - Web, Testing - Web, and Personalize - Web subscriptions.
During standard hours
Outside standard hours
First response time
4 hours
24 hours
Support availability
24×6 (Monday 5am IST – Saturday 5am IST, excluding Indian public holidays)
Support for Acquia Edge is provided by Acquia Support and is governed by the same support response timeframes as the customer's underlying Cloud Platform Enterprise or Site Factory subscription. For response timeframes, refer to the Cloud Enterprise subscriptions or Site Factory subscriptions tables above, as applicable to your subscription tier.
Access to Cloud Platform & product information tools
Requires Cloud Platform Enterprise
Phone support
Enterprise
24/7 support for Critical issues
Enhanced support response time
Unlimited support tickets
RA included
Bundled Advisory Hours per your agreement
Access to Cloud Platform & product information tools
Requires Cloud Platform Enterprise
Phone support
Service Level Agreement (SLA)
Cloud Enterprise subscriptions
Standard
Plus
Premium
Elite
Critical urgency timeframe*
1 hour
1 hour
1 hour
30 minutes
Critical response timeframe*
24x7
24x7
24x7
24x7
High urgency timeframe*
8 hours**
4 hours**
2 hours**
1 hour**
Medium urgency timeframe*
24 hours**
24 hours**
24 hours**
24 hours**
Low urgency timeframe
24 hours**
24 hours**
24 hours**
24 hours**
Acquia Support
4 support contacts
4 support contacts
10 support contacts
Unlimited support contacts
Remote Administration***
Standard
Standard
Standard
Standard
Advisory Hours per year***
2
6
12
16
* Timeframe for first Support response
** Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only
Cloud Professional subscriptions
Note
A Developer Subscription/Partner Subscription is limited to support of the Acquia Infrastructure only, with no Drupal support. Support for this subscription level is available during regular business hours (8:00 AM to 5:00 PM) only. Support can be obtained by using information from the Acquia product documentation and the Support Knowledge Base; no phone support is available.
This table also includes Acquia Cloud Enterprise legacy subscriptions.
Starter
Basic
Business
Premium
Critical urgency timeframe*
2 hours
1 hour
1 hour
1 hour
High urgency timeframe*
8 hours**
4 hours**
3 hours**
2 hours**
Medium urgency timeframe*
1 business day**
1 business day**
6 hours**
4 hours**
Low urgency timeframe*
2 business days**
* Timeframe for first Support response
** Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only
Remote Administration is not available to customers with an Acquia Insight subscription (application not hosted on Cloud Platform).
Gratis subscriptions provided to the Drupal community are not eligible for tickets, advisory hours, or Remote Administration, and are subject to Acquia's Terms of Use.
Some legacy subscriptions included entitlements for a limited number of tickets. These limits are no longer enforced.
Site Factory subscriptions
Standard
Elite
Critical urgency timeframe*
1 hour
30 minutes
Critical response time*
24x7
24x7
High urgency timeframe*
2 hours**
1 hour**
Medium urgency timeframe*
4 hours**
2 hours**
Low urgency timeframe*
24 hours**
24 hours**
Remote Administration***
Standard
Standard
* Timeframe for first Support response
** Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only.
DAM subscriptions
The Acquia DAM (Widen) Support entitlement offers a Support timeframe of 24 hours.
Acquia Conversion Optimization, powered by VWO, is available in Enterprise tier for Insights - Web, Testing - Web, and Personalize - Web subscriptions.
During standard hours
Outside standard hours
First response time
4 hours
24 hours
Support availability
24×6 (Monday 5am IST – Saturday 5am IST, excluding Indian public holidays)
Support for Acquia Edge is provided by Acquia Support and is governed by the same support response timeframes as the customer's underlying Cloud Platform Enterprise or Site Factory subscription. For response timeframes, refer to the Cloud Enterprise subscriptions or Site Factory subscriptions tables above, as applicable to your subscription tier.
Service Offerings