Information for: DEVELOPERS   PARTNERS   SUPPORT

Support and TAM ticket information

If you have access to support tickets with your subscription, filing a ticket with Acquia Support or your Technical Account Manager (TAM), depending on your subscription, is as easy as signing in to your Acquia account and then visiting the following URL:

https://support-acquia.force.com/s/contactsupport

Before creating a ticket

Before you create a ticket, confirm if your problem is a known issue by checking the following resources:

Creating a Support or TAM ticket

To create a Support or TAM ticket, you must have an Acquia subscription that supports it, and you must not have used all of your provided support or TAM tickets. For more information, see the Support Users Guide.

To create a ticket:

  1. Sign in to the Cloud Platform user interface, click the Help icon, and then click Submit a Support Ticket.

    Create a ticket

    Alternatively, sign in to https://support-acquia.force.com/s/contactsupport.

  2. Click Contact Support or Create Case.

    contact_support

    contact_support_case

  3. In Application, select the application where you encountered the issue.

  4. Click Next.

    case_details

  5. In Subject, specify a clear and concise subject that describes the nature of the issue and the affected websites or environments. For more information, see Subject.

  6. In Description, specify a complete description of the issue. For more information, see Description.

  7. In Request Type, select one of the following options according to your requirement:

    • Support Ticket: If you want to report an issue on your website or you have a question related to your Drupal website, and you want Acquia Support’s assistance to solve your issue.
    • Event/Notification/Launch: If you want to notify Acquia about an impending event or launch, or communicate time-sensitive subscription activities such as, but not limited to, website traffic warnings, environment testing, scans, or releases.
    • Billing: If you have questions or need assistance with a billing related issue.
    • TAM Request: If you have a Technical Account Manager (TAM) as part of your Acquia subscription and you want the TAM’s assistance.
  8. In Urgency, select an option to indicate how quickly you want Acquia Support to respond to your request. Note that the selected option does not impact a ticket’s time-to-resolution. For more information, see Urgency.

  9. In Product or Service, select the product or service that applies to your issue.

  10. Click Next.

    business_impact

  11. Enter the details in the fields that appear based on the selected Request Type.

  12. Click Next.

    upload_file

  13. To upload files or screenshots, click Upload Files and select them. You can upload files to the case after a case is created.

  14. Click Next > Finish.

    The system creates the ticket.

  15. To view your newly created ticket, click My Cases.

Entering ticket field information

Subject

Make your ticket titles short and to the point, summing up the nature of the issue and include which websites or environments are affected. This approach allows Acquia to quickly identify and respond to trends if multiple customers are experiencing the same issue. As you enter text in the field, related links may appear underneath the subject field to assist you with solving common problems. Links will open in a new tab.

Description

A good, clear, and complete description helps Acquia respond to your issue speedily and more accurately. with a first response that is more likely to be a useful solution, rather than only a request for additional information. Keep the following tips in mind when you provide your issue description:

  • Provide the full URLs affected by the issue.

    This includes URLs of pages on your website where you see errors listed, Acquia UI URLs, or URLs of third-party services having trouble connecting to your Acquia website. Acquia can trace these full URLs to exactly what code is running and creating the behavior you are seeing. These URLs help determine whether you are having issues on Acquia servers, your Cloud Platform servers, or on your own web servers outside of Cloud Platform. This also shows Acquia, at a glance, when you are talking about a local instance of a website or a public production website. This is an important part of orienting Acquia in these cases.

  • Describe the context and nature of the problem.

    “I see white screens on every page” is more descriptive than “My website is down!”.

  • Include the ticket numbers of related tickets, when possible.

    This enables the Acquia Support team to quickly research related changes.

  • Include the exact text of any error and where it’s being displayed.

  • Where applicable, include the Task ID for any failed tasks.

    If your issue involves a failed task while using the Cloud Platform interface or a command-line operation, Acquia can use the Task ID to help identify the type and source of the error and immediately access the corresponding lines in the logs.

  • Include when the issue occurred (exact time and time zone).

    This allows Acquia to more accurately correlate the issue with any errors or abnormalities in your logs. If you are not sure, try to confirm the last time it worked correctly, if ever.

  • If relevant, attach screenshots or logs.

    Include the browser’s URL bar in any screenshots, and the full path of the log file.

  • List the steps that will reproduce the issue.

    Are there any special access or permissions needed, or do any atypical actions need to be taken to reproduce this issue?

  • Include what you have done to try to resolve the issue yourself.

    Did it change the symptoms you experienced at all? If you explain what did not work, you may keep Acquia from trying something you have already tried, which could help you get on a fruitful path more quickly.

  • Describe anything that was confusing about what happened.

    This information can help Acquia figure out what parts of the platform may be confusing you, which can provide future improvements to user experience or documentation that may help straighten out the issue you are having and help other users as well.

  • Are there any special instructions or warnings Acquia should keep in mind when attempting to troubleshoot this issue?

Urgency

Support tickets have an urgency level. The urgency level determines how quickly Acquia Support will respond to the request, but does not impact a ticket’s time-to-resolution. Here’s what the different urgency levels mean:

Urgency Description
Critical Your production system is inoperative. Your business operations or productivity are severely impacted with no available workaround, or there is a critical security issue. Critical issues are eligible for 24x7 support for certain Acquia subscriptions.
High Your production system is operating, but the issue is causing significant disruption of your business operations; a workaround is inadequate.
Medium Your system is operating and the issue’s impact on your business operations is moderate to low; a workaround or alternative is available.
Low The issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity.

Acquia recommends filing support tickets as Medium urgency whenever possible, reserving the use of High for exceptional, non-urgent circumstances that require a more immediate response. Use Low urgency for issues Acquia Support can address within the next business day, as this allows Acquia to more quickly respond to other issues which are more time-sensitive. For more information, see Problem definition categories.

After creating a ticket

After you create a ticket, you will receive a confirmation email. A member of the Acquia Support team, or your TAM, will respond to the ticket and provide assistance as soon as possible, based on the ticket’s urgency and subscription level.

In a few instances, Acquia requests additional information or provide technical recommendations in a response. When this happens, it is important to provide a timely response and ensure a technical resource is available (if the issue requires it) to answer questions or assist in implementing application-related fixes.

Finding a ticket

You can find any ticket for your application in the Acquia Support ticket center. The ticket center stores two years of ticket history for you to access.

To access a ticket for your application:

  1. Access https://support-acquia.force.com/s/contactsupport.

  2. Click My Cases.

  3. Select one of the following options according to the status of your ticket:

    • My Open Cases
    • My Open Critical Cases
    • My Closed Cases
  4. Click your ticket number.

    You can track the priority of your ticket along with the current status.

    ticket_number

  5. To add more information in the ticket, add comments.

  6. To attach additional files or screenshots, click Add Files and select your files.

  7. To close your ticket, click the edit icon in the Description of Issue section, select the Close My Case checkbox, and save the changes.

Ticket status

After you file your ticket, Acquia will use the Status field to let you know the ticket’s relative state in Acquia’s workflow, based on the following statuses:

Status Explanation
New This ticket has been filed and is awaiting a response from Acquia.
Working An Acquia Support engineer or TAM has accepted the ticket and is working on it.
Solved Acquia has provided an answer to the issue or completed the requested task. If you reply to a ticket in this status, the system automatically updates the status to Working. After a solution is provided, the status is updated again to Solved. Note that if a ticket is marked as Solved for 14 days, the status is updated to Closed.
Closed All work on this ticket is completed. For additional discussion in a Closed ticket, file a follow-up ticket. To open a follow-up ticket, open the Closed ticket and click Create follow-up.
Your response needed (Pending) Acquia has responded to your issue and is awaiting additional information or instructions.

Sharing tickets with others

All users on an application are automatically emailed when a new ticket is created. One contact per ticket receives further communication, but all customers on an application can view all tickets for the application.

If you want additional users added to a ticket, update the ticket with the necessary contact information. Acquia Support updates the ticket accordingly.

Issues with autoresponders

Users subscribed to Acquia cannot have any type of autoresponder functionality enabled. Autoresponders have the potential to create endless communication loops (in which two or more systems repeatedly send automated emails to one another) which can affect Acquia’s ability to respond in a timely manner regarding your issue. Since many types of systems can use autoresponders, this functionality includes, but is not limited to, the following:

  • group aliases
  • mailing lists
  • ticketing systems

Acquia reserves the right to suspend any user account causing communication loops.

Problems with conflicting ticketing systems

If you have your own ticketing system that is capable of creating tickets by email and you add your ticketing system’s email address as a contact for your subscription, Acquia’s ticketing system may then create reciprocal tickets in your system. This can create a communication loop in which both systems repeatedly send automated emails to one another, which can interfere with Acquia’s ticketing workflow, and may result in responses to tickets being lost or missed. To prevent this from happening, remove your ticketing system’s contact email from your subscription.

New subscriptions

When filing a ticket, the ticketing system will require you to choose an existing subscription.

When you file your ticket to create a new one, choose an existing subscription with the same contacts as the ones you want on your new subscription. This will allow Acquia to make sure the appropriate contacts are added to your new subscription.

Ensuring Acquia can access your website

Ensure you identify any issue that could prevent Acquia from accessing your website for troubleshooting purposes.

For example, the Drupal account created during installation (UID 1) has all permissions by default, so failing to secure the account may result in potential security risks. To protect against this, you may block UID 1 from accessing your website, but doing so could prevent Acquia from accessing your website to troubleshoot issues.

To avoid this problem, without creating a security risk, use one of the following methods:

  • Remove the block to UID 1 and use other restriction methods instead. For more information, see Website access restriction methods.
  • Share a persistent username and password that Acquia can use to access your website. Do not share this username and password in a ticket; instead, add the credentials to a file in the /home/sitename directory.

Satisfaction survey

After closing a ticket, you may receive a brief satisfaction survey to rate your experience as Good or Bad. The survey also includes an opportunity for you to provide a comment regarding the ticket.