DOCUMENTATION Sites Add-ons Teams Subscriptions Help Sign in Documentation Acquia subscriptions Acquia Cloud Acquia Cloud Site Factory Acquia Lift Acquia Dev Desktop Acquia Dev Desktop 2 beta Acquia Search Drupal Commons Acquia Drupal Drupal Gardens Remote Administration Support Users Guide Acquia Status page Help Center FAQ How to file a support ticket Video: Introducing the Acquia Help Center About Acquia Billing Billing FAQ What's new in Acquia products Documentation Support Users Guide Revision date: 25 Feb 2014 To view the most current version of this guide, visit http://docs.acquia.com/support/guide. This Support Users Guide describes the specific Support services provided by Acquia to our Clients. Acquia will update this guide from time-to-time to reflect enhancements to our service and policy updates. Contacting Acquia Support Hours of operation Problem definition categories Submitting critical support requests Submitting all other support requests Local language support Scope of Support services Overview of Acquia Network and Acquia Cloud subscriptions Supportability matrix Supported software life cycle Life cycle description Supported software environments Out-of-scope applications Infrastructure support Advisory services Ticket limitations Escalation process Client resources Help Center Support Portal Forums Support policies Client success tips Remote Administration Overview of service General scope of service Proactive Drupal core and contributed module security updates Process and requirements Tasks in the scope of RA services Tasks outside of scope or RA services Contacting Acquia Support Hours of operation Standard hours of operation for Acquia Support are as follows: Region Hours Phone Number(s) Americas 8am - 8pm Eastern Time Monday-Friday +1-888-922-7842 or +1-978-296-5250 Europe 8am - 6pm Central Europe Time Monday - Friday +44 -1865-520-011 Asia-Pacific and Japan 8am - 6pm AEST Monday-Friday +61-284-168-021 NOTE Coverage for major holidays is limited to Critical issues only. Clients with Elite, Enterprise and Professional Plus subscriptions are entitled to 24x7x365 for Critical issues. For more information, see Coverage Areas and Hours of Operation. Problem definition categories Acquia describe the urgency of support requests as indicated in the following table. Acquia will respond to the submitted ticket based on the urgency indicated by the Client at the time of ticket/issue submission. Urgency Description Critical Client’s production system is inoperative; or Client’s business operations or productivity are severely impacted with no available workaround; or is critical security issue. Critical issues are eligible for 24x7 support for certain Acquia subscriptions. High Client’s production system is operating but issue is causing significant disruption of Client’s business operations; workaround is inadequate. Medium Client’s system is operating and issue’s impact on the Client’s business operations is moderate to low; a workaround or alternative is available. Low Issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity. For more information, see Issue Urgency Definitions. Acquia will treat site launch related issues as critical and eligible for 24x7 support if the following conditions apply: Launch is less than three calendar days away Launch date has been registered and confirmed with either Acquia Support or Onboarding at least seven days prior to expected launch Client subscription level provides for 24x7 critical support Submitting critical support requests For issues that meet the criteria of a Critical, Clients may report the issues using an online ticket (preferred method) or by telephone. 24x7x365 support is available only to Clients with Pro Plus, Enterprise or Elite Support subscriptions. Refer to your current order form or contact your Account Manager if you are unsure. Online Ticket - Tickets designated with Critical urgency will initiate internal alerts and designate the request for a priority response. Phone - When filing a Critical request by phone, press 6 from the main menu. This is a silent option not listed in the voice prompt. You will be directed to the Critical support voicemail. Client will leave a message with the name and phone number of the technical contact to be contacted, Website name, and a description of the issue. Be sure to include a clear description of the symptoms and any actions taken which may be related to the cause or attempted remedies. Acquia’s on-call support team member will take the following actions: Contact the Client reporting the issue or as otherwise designated. Issue regular Client and internal updates until resolution. NOTE Automated ticket submissions generated by internal or external infrastructure or site monitoring applications is not permitted. Receipt of excessive automated email to support@acquia.com will result in the sender's address being blocked. All automated ticket submissions will count against any ticket limits associated with the sender's subscription. Submitting all other support requests Support for all non-Critical issues is available during Acquia business hours. These tickets may be submitted by online ticket or a phone call: Online Ticket - Client will make requests of Acquia support through Acquia’s online ticket management system. Phone - Monday – Friday (determined by Client’s address) Email - All email submissions are treated as Medium urgency issues and will be handled during normal business hours. Issues submitted by email will not be treated as Critical urgency requests. Emailed ticket submissions may not automatically associate with a given subscription under your account and may require manual intervention by Acquia to properly associate the request with the relevant subscription and service level before a ticket is created. It is important that all emails come from an email address that is registered with an Acquia account. Please note that Acquia is phasing out ticket submission by email in favor of online and phone generated requests. Issue submission process: When submitting a ticket, the Client will provide a description of the issue or request, a description of the mission impact, and designate the level of urgency of the request as Critical, High, Medium, or Low pursuant to the urgency categories set forth in Problem definition categories section. Acquia will evaluate the request and provide an initial response in the time determined by the Client’s subscription’s service response levels. Client will work with Acquia to provide additional information about reported issue (for example, website functionality, related applications as needed to diagnose the issue, and infrastructure-related information) Acquia will track progress notes and related communications in the online ticket system through resolution of the issue or request. Acquia will contact the Client by phone or by using the online ticket system to confirm details and initiate diagnosis. If Client makes a request by phone, Acquia will open a ticket on the Client’s behalf for tracking the issue through resolution. Issues not submitted to Acquia through the online ticket portal or by phone will bypass our standard request handling and default to Medium or Low priority. This may induce a delay in the desired response time. Local language support In order to provide the most consistent, high quality support to our Clients across the globe, Acquia has set the following standards for communications with our Clients: All written communications will be in English. This ensures that all Critical issues can be worked by all Support team members and experts can be engaged in a Client situation without delay. Acquia Support can participate in English language discussions with Clients across all geographies on a 24x7 basis. Spanish language conversations are available in the Americas during business hours (8am-8pm Eastern) pending resource availability. Acquia Support may be available to converse with Clients in the following languages during Europe business hours (8a-6p CET), pending resource availability: French German Dutch Acquia continually reviews Client requirements and staff skills in this area so that we may be in the best position to support our Clients. Scope of Support services Overview of Acquia Network and Acquia Cloud subscriptions Service Type Description Elite Acquia Network 24x7 support for Critical issues Highest level of response time available Unlimited support tickets Access to Technical Account Manager Remote Administration included Bundled Advisory Hours per your agreement Access to Acquia Network & Help Center tools Requires Acquia Cloud Enterprise Enterprise Acquia Network 24x7 support for critical issues Enhanced support response time Unlimited support tickets Remote Administration included Bundled Advisory Hours as per your support agreement Access to Acquia Network & Help Center tools Requires Acquia Cloud Enterprise Pro Plus Acquia Network 24x7 support for critical issues Limited number of Drupal Support tickets per your agreement Limited bundle of Advisory Hours per your agreement Access to Acquia Network & Help Center tools Professional Acquia Network Business hour support (by ticket only) Limited number of Drupal Support tickets Access to Acquia Network & Help Center tools Developer Acquia Network Forum-based Drupal Support Business hour support for non-Drupal issues Acquia Cloud Enterprise Acquia Cloud 24x7 support for with proactive response to site issues Unlimited infrastructure support tickets 24x7 infrastructure monitoring High Availability options Drupal tuned stack Drupal developer tools Acquia Cloud standard Acquia Cloud Self-service support and server management Unlimited infrastructure support tickets Monitored to ensure server availability Drupal tuned stack Drupal developer tools Supportability matrix Acquia supports the following applications and versions as listed in the table below: Application Component Versions Supported Support Scope Subscription Information Drupal Drupal Core 6.x and above Unmodified core, major drupal.org distributions, and the Pressflow 6.x fork are supported Elite Enterprise Pro Plus Professional Drupal Community Contributed Modules and Themes 6.x and above Acquia provides diagnostic services for troubleshooting contributed modules. If a bug/issue is discovered in a contributed module, Acquia will submit an issue to the drupal.org module issue queue on the Client's behalf. Acquia may choose to address the issue directly if the solution is simple (can be addressed in one hour or less), and in those cases Acquia may submit a patch, too. The module maintainer controls whether the patch is accepted and included in a subsequent release, or not. If the maintainer choses not to include it in a release, then the Client is solely responsible for the module's maintenance and the merging of any security update changes. Support for modules that are not marked as recommended or are in a beta/development state is limited to basic diagnostics only. Acquia does not "finish" modules, code new features, or fix major bugs. Acquia can help diagnose issues with theme output, however, may not be able to assist with troubleshooting or fixing browser rendering issues. Elite Enterprise Pro Plus Professional Drupal Custom Modules and Themes 6.x and above Acquia provides diagnostic services for troubleshooting custom modules. As part of our service, Acquia will identify site issues that are linked to custom code, and Acquia may identify particular aspects of custom code that are responsible for the reported issue. In some cases Acquia may suggest a fix or fix approach, but it is the responsibility of the Client to fix issues with custom modules. Acquia Support does not provide code review services, but those are available from Acquia Professional Services. Acquia can help diagnose issues with theme output, however, may not be able to assist with troubleshooting or fixing browser rendering issues. Elite Enterprise Pro Plus Professional Drupal Third Party Integration Module (for example, LDAP, external service connectors) 6.x and above Acquia will assist the Client to ensure that all Drupal modules functioning properly as a Drupal module. Acquia may be able to assist with configuring the module to connect or operate with the third-party service. However, it is the Client’s responsibility to ensure the configuration is complete and functional. Elite Enterprise Pro Plus Professional Acquia Network Services Mollom Spam Blocking 6.x and above Includes support for the Drupal/Mollom integration module and the Mollom services. Requires a Mollom subscription Acquia Network Services Git/SVN N/A We provide support on its interoperability as it relates to our hosting platform. We do not provide general advice on how to use version control systems or provide support for Git/SVN outside of the Acquia-hosted environment. Elite Enterprise Pro Plus Professional Acquia Network Services PHP Extensions and Libraries 5.3 and above We support the integration of PHP extensions with the Client's Drupal implementation. The Client is responsible for compiling compatible php extensions and for providing .so files in their code repository. See Adding non-Drupal code to your website. Client is responsible for troubleshooting any resulting PHP functionality issues. Elite Enterprise Pro Plus Professional Acquia Network Services Acquia Search Platform 4.x and above This includes the functionality to connect to Acquia Search Platform. There may be limited customization and configuration options in the Acquia Search Platform, as referenced in the Custom Solr configuration documentation page. Elite Enterprise Pro Plus Professional These applications are supported for Clients using the Acquia infrastructure and for Clients that choose to host their own applications. Supported software life cycle Acquia reserves the right to retire support for certain versions of the supported applications. As a standard, Acquia will support the current major version of Drupal (N) and the immediately preceding major version (N-1). For example Acquia will support Drupal 8.x and Drupal 7.x simultaneously. This ensures that Clients receive the best possible support and are able to take advantage of the latest features and security enhancements in the software. Acquia will provide full support to earlier versions (N-2) until the Drupal Community chooses to stop providing security fixes for version N-2. To ensure our Clients experience smooth migrations to newer versions of Drupal, Acquia may provide Transition Support for version N-2 for a period of no less than 12 months. Prior to retiring support for any Drupal version, Acquia will provide at minimum of 12 months notice to our Clients. Notice will be provided on the Acquia Network and/or Client notice (e-mail) to registered users of the Acquia Network. Once a version is retired, Support will be limited to community forums and pre-existing documentation. Life cycle description Cycle Attributes Acquia Support Applies to N and N-1 Drupal versions Acquia provides comprehensive support coverage per subscription entitlement and support scope Full range of Remote Administration services are available Transition Support Applies to version N-2 Drupal Acquia continues to provide support of N-2 version of Drupal Acquia Help Center will remain available Acquia will selectively backport key security fixes Transition support will only be available for a limited time Remote Administration services are not available End-of-Life N-2 upon completion of Transition Support term and earlier versions Acquia Help Center documentation is available Forums available, but no response guarantee No active support by Acquia Supported software environments Acquia-hosted environments In all cases, applications that are hosted on the Acquia Cloud, Acquia Cloud Enterprise, and Acquia Cloud Site Factory platforms will be running on supported software environments. The Acquia team maintains these environments and will notify Clients when we require a change to the underlying software due to an end-of-life notification. In those cases we will provide Clients with advance notice prior to upgrading our systems. For the current list of supported software and versions for Acquia-managed environments, see Acquia Cloud technology platform and supported software. Client-hosted environments This includes environments hosted by the Client or any non-Acquia third party. Acquia strongly recommends that Clients maintain current and supported versions of all the software required to run their web site. Acquia does not place any restrictions on which non-Drupal software and versions that Clients run in self-hosted environments. The Acquia Support Subscription does not cover support, configuration, or installation advice for any non-Drupal application. The Client must retain adequate resources and expertise to support and manage the non-Drupal applications and access key logs (or any other items) that are required for diagnostic activities. Out-of-scope applications The applications listed below are not supported by Acquia. This list is not fully inclusive, but is meant to be representative. Please note that Clients may choose to install/implement these applications in their environment as part of their comprehensive solution. Acquia will not troubleshoot these or other installed and non-supported applications and reserves the right to ask Clients to disable these applications if it is preventing troubleshooting efforts. If the application is hosted on an Acquia platform, Acquia reserves the right to disable the application as part of diagnostic and recovery operations. The following are considered out-of-scope for Acquia’s support offering: CiviCRM Disqus Magento Moodle phpBB phpMyAdmin piwik Shibboleth vBulletin Applications that require compiled standalone libraries (not php extensions) Custom (non-Drupal) modules constantly running ingestion scripts and or search indexing scripts Version control applications that are not Git or SVN WordPress The following applications are not supported and cannot be installed on the Acquia Cloud: Aegir Custom daemons or services, such as Jabber or Microsoft Exchange Java applications Hudson / Jenkins MongoDB node.js Perl/Python/Ruby scripts that require additional libraries Redis Please note that there may be limitations to using MySQL views, custom MySQL functions, stored procedures and triggers in the Acquia environment. If your application requires use of these features, please review this with the Acquia Client Support or Acquia Client Onboarding teams prior to launching your site or deploying updated code. Infrastructure support Acquia provides full infrastructure support to any Client running its applications on Acquia Cloud, Acquia Cloud Enterprise, or Acquia Cloud Site Factory platforms. If a Client chooses to host their application internally or with a third party provider, Acquia Support is unable to provide troubleshooting and/or support assistance with the infrastructure. This limitation includes reviewing the Client’s hardware, settings, and non-supported software infrastructure. Acquia Professional Services is able to provide assistance in these areas as well as with overall infrastructure architecture. Advisory services Some Acquia Support subscriptions include Client Advisory hours. These hours may also be purchased separately. Advisory services entitles the Client to engage an Acquia expert in a discussion of best practices for generic topics including security, migration, performance tuning, module development, and Drupal site architecture. Advisory support is limited to knowledge that can be communicated during a real-time conversation or by follow-up email. If applicable, advisory support may include current documentation. Site-specific research, implementation/installation activities, and/or creation of any new deliverable(s) are out of scope for advisory support. Advisory support does not generate any deliverables. Client is entitled to the number of advisory hours set forth in their order/subscription. Examples of advisory support topics: Security best practices Module selection advice Migration best practices Performance best practices Architecture best practices Module development best practices Advisory hours may be consumed in blocks of time not to exceed two (2) hours unless there is prior approval from Acquia Support Management. Time is applied against Advisory hours in the following manner: Time spent - For example, for each hour of discussion between Acquia and the Client, one hour is consumed Preparation time - For each Advisory session greater than one hour, Acquia may charge the Client an additional 30 minutes of preparation time. Follow-up - Acquia reserves the right to charge the Client for time spent if session follow up requires 30 minutes or more of the Advisory expert’s time. Requests for Advisory sessions be made at least three business days in advance of the desired meeting team. Acquia will make all efforts to schedule Advisory Calls based on the Client’s requested timing, but reserves the right to schedule at a mutually agreed alternative date if necessary. Please note that Advisory hours expire if not used during the subscription term and may not banked for usage outside of the contracted subscription term. We request that Clients limit advisory requests to no more than eight hours in any single month or two hours in any given week. Ticket limitations Some Acquia Support subscriptions have a limitation on the number of tickets a Client may submit during the term of the subscription. For Acquia-hosted Clients, only those tickets that apply to the diagnostic support provided for the hosted Drupal applications and/or support provided for issues generated by a Client-driven change (for example, new code deployment generates problems or custom configuration request) count towards the Client’s allotment. Acquia uses the root cause assigned to the resolved issue to determine how tickets are categorized. Clients have the ability to open five different types of tickets with Acquia: Ticket Type Description Limitation Drupal Application Support Diagnostic support of the Client’s Drupal applications Some subscriptions limit the number of Drupal Application Support tickets that can be submitted over the term of the agreement. If additional tickets are required, Acquia allows Clients to extend the subscription. Infrastructure Support Diagnostic, change request, and break/fix tickets related to Acquia’s hosted infrastructure Applies only to Acquia Cloud hosting services. Advisory Support Request for Client Advisory sessions Total Advisory hours provided are limited, per subscription but tickets are not limited. Remote Administration Client files a request for a Remote Administration activity For Clients with the Remote Administration service option. Remote Administration hours provided are limited, per subscription but tickets are not limited. Maintenance Client requests an application maintenance task For Clients with the Maintenance service option. Limited by hours per the Client’s agreement. Escalation process Acquia recognizes that, on occasion, Clients may encounter critical problems that require a higher level of communication and interaction. We have established an effective process to support these special situations. If at any time you are not satisfied with the current plan of action for an active issue, you may request that it be escalated to management directly through your Acquia Support point of contact. You may also request to review the matter with an Acquia Support manager. The following actions take place when you escalate an issue: The Acquia Support Leadership team is notified of the situation, and when appropriate, the Client’s Account Manager is notified as well. A review of your business needs and technical case is conducted and an action plan is formulated with the goal of driving your issue to the most rapid resolution possible. Communication of the action plan is discussed with the Client, including deliverables and, if appropriate, timelines. If the communication is not acceptable the Client may request to speak with the next level of management: First Level: Regional Manager Second Level: Director, Acquia Support Third Level: Managing Director, Global Support Fourth Level: VP Client Solutions Please note that all cases that are submitted as “Critical’ automatically copy the Acquia Support Leadership team. This helps ensure that these situations receive management attention immediately. Client resources Your Acquia subscription entitles you to access our enhanced support resources. Help Center The Acquia Help Center is your source for technical documentation of Acquia’s service offerings as well as access to our knowledge base of troubleshooting tips, best practices, and solutions to known Acquia and Drupal issues. This is a great starting point for researching any non-critical issues you may be encountering. Our Help Center includes: Product documentation Knowledge Base articles Podcasts Videos Whitepapers Training and webinar information Support Portal This is the launching pad for you to submit issues to Acquia Support. To access the portal visit http://insight.acquia.com/support/tickets. Forums Acquia Forums are the community discussion of Acquia Network and Acquia Cloud services and the home Acquia Cloud Free support. All support for our Acquia Cloud Free subscriptions is done through the forum interface where you are able to interact with other Acquia Clients and Acquia experts to discuss how to best leverage your Acquia Cloud Free subscription. Support policies Conference Bridge Participation - Acquia understands that some of our Clients have a policy to open a conference bridge once an issue is defined and remain on that bridge until the problem is solved or the severity lessens. We have found that the bridge format is not conducive to orderly troubleshooting and often delays the resolution of critical issues. In order to provide all of our Clients with the highest quality of support possible, it is our policy to not participate in these bridge calls until a complete problem description has been provided. This may be done online or through a phone call. Once Acquia receives this information, it will select the appropriate resource to join the call. Acquia management reserves the right to not assign resources to participate in bridge calls that are outside the scope of Acquia support. Conference Calls - There are times when direct communication over a conference call or similar meeting is the best means of addressing a specific issue or clarifying recommendations that have been provided. Conference calls can be requested and scheduled by a request to a Client Advisor or Support Leadership. Access to Client Systems - For the purposes of providing diagnostic support, Acquia Support may request read-only access to a Client’s environment. In limited situations, Acquia Support may make changes directly to a Client’s systems; however, action will not be taken until the Client confirms by using the active support system that they understand the change to be made and authorize Acquia to make the change. Acquia Cloud Free Support - All support for Acquia Cloud Free is done using the Acquia Cloud Free forums. Client success tips Maintain two or more team members (staff or contractors) that are familiar with all Client-controlled code and infrastructure. This will assist Acquia Support with troubleshooting actions and facilitate the implementation of recommended solutions. Ensure that subscription contacts are current. Use of the escalation process and contact channels described above is the fastest way to drive action without any delay. Ensure that multiple resources are registered to submit issues under your Acquia subscription. Always file and respond to support tickets using the email address that's registered with Acquia. Ensure Client resources are available to participate in the issue resolution process and are accessible for the duration the incident remains open. Ensure that all Client designated resources understand the scope and conditions of Acquia's support prior to contacting Acquia. Define the questions/issues to be discussed and/or complete as many outstanding action items as possible prior to conducting a conference call with Acquia Support. Check the Acquia Client Portal often to stay up-to-date on training and the latest product updates and announcements. Should you at any time not understand a request being made by Acquia Support, please feel free to ask for a clarification or explanation. Notify Acquia Support, Technical Account Manager, or Onboarding team of any impending launches or significant web site events. If possible, a two-to-three day lead time is preferred. This allows Acquia to ensure teams are notified and prepared for the event to provide critical support as needed. Remote Administration Overview of service Acquia’s remote site administration (“RA”) service provides for Acquia to handle typical and routine administration tasks that includes normal maintenance tasks and minor site modifications that would typically be handled by an on-site administrator for a fully designed and operating site. This includes proactive, timely security updates for Drupal core and contributed modules. General scope of service How much can be done on a site in the scope of Remote Administration? Acquia’s standard Remote Administration agreement provides for 10 hours of remote administration activity per month including any time required to deploy security updates. Remote administration Client requests can vary considerably and the difference between administrative or maintenance tasks and larger tasks, such as new development or project work, is not always clear. The following guidelines help determine from a “time required” perspective whether any single task is in the scope of services. Estimated time to complete the task How Acquia will respond An hour or less Acquia will complete the task as requested. Between one and four hours Acquia will estimate the time required to complete the task and request Client approval to use the estimated RA hours to complete the task. Greater than four hours Tasks estimated at greater than four hours are generally out of scope. Acquia will recommend breaking the task into multiple tasks to be handled over time, or Acquia will determine the task is out of scope and recommend the Client use internal or third-party resources to complete the task. Proactive Drupal core and contributed module security updates Acquia proactively applies and deploys Drupal Core and Contributed Module security updates as they are made available by the Drupal Security Team. A portion of the Remote Administration time available each month is used to apply updates, communicate throughout the process, and deploy the results if updates are required for your site in a given month. Acquia uses specialized tools to minimize the time needed for applying security updates and communicating and the time required will vary depending on site complexity and Client testing and deployment procedures. For more information about Acquia’s Remote Administration requirements and standard practices, see the Acquia Remote Administration documentation page. Process and requirements Requests to perform RA services are submitted to Acquia using Acquia’s standard ticket submission system. Acquia will perform RA services from its own premises using remote electronic access to Client’s systems and accounts. Client is entitled to a maximum of ten (10) RA Services Hours per month, per code base. Hours in excess of the maximum RA Services Hours may be subject to Excess Usage fees. Website modification tasks are limited to those that may be accomplished in the allotted RA Service Hours. Client will provide Acquia with administrative level access to all systems and accounts required to perform the RA tasks. Acquia requires access to one or more development/testing servers to facilitate the testing and deployment of updates in connection with this service. Acquia will assist with configuring three QA/development/test servers to support the test and deployment process using a code repository and revision control. Acquia does not provide RA services for Clients operating in a Windows environment. Tasks in the scope of RA services The types of Drupal administration tasks that are typically in the scope of RA services are: Security updates for unmodified Drupal core and contributed modules Module installation and configuration Module feature updates on request Basic creation and modification of views and content types Recommendations for bug fixes to modules installed on Client’s Website(s) For additional information about Acquia's Remote Administration services, see the Acquia Remote Administration documentation page. Clients may request that Acquia perform website modification tasks that include making minor and occasional functionality adjustments typically needed for an operating site as described in the list above. Site modification tasks outside this scope of services need to be handled by the Client, through Acquia’s Professional Services at additional cost, or through a third-party. Tasks outside of scope of RA services Certain website maintenance activities required to properly maintain a fully functioning website are not in the scope of RA Services and must be handled by the Client. The Client is responsible for coordinating with the Client’s own internal resources or engaging Acquia Professional Services at additional cost or a third-party vendor to perform these tasks under a separate arrangement. These tasks include but are not limited to: Major version upgrades of Drupal or modules Major version upgrades of Views, CCK, or other modules Custom module or theme development Significant changes to the design or architecture of the Website(s) Building a new website Data migration from other websites, systems, or versions of Drupal to the Website(s) In-depth performance or security analysis Content management, creation, or translation Graphic design Usability or accessibility testing Site load testing unless expressly included in an Order Acquia will not configure, diagnose, administer or repair: DNS or domain names Non-Acquia Cloud hardware Software not directly related to running Drupal Integrations (will diagnose up to the Drupal integration point) Acquia.com Forums Status