Service Levels by Subscription Type
Acquia support access channels, service levels and response times vary per service and subscription type.
| 30-day Trial | Basic | Professional | Enterprise | Elite | |
| Support Channels | All services and service levels are customized for Elite subscribers |
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| Forums |  |
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| Web Tickets | |
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| Phone | |
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| Response Guarantee | |||||
| Initial Response Time | 8 hours | 8 hours | 2 hours | ||
| Services | |||||
| Diagnosis and Repair | |
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| Advisory Support | 1 hour | 2 hours | 10 hours | ||
| 24X7 Emergency Coverage | |
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| Priority Escalation | |
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| Designated Contacts | |||||
| Technical Contacts | 2 | 1 | 2 | 6 |
Response guarantee is based on Acquia's initial response time. "Initial response" means Acquia Support acknowledges receipt of the issue and takes initial diagnostic steps.
