5 Questions to Ask Your Drupal Cloud Provider About Support
by Allison Nolan
Where to host your website is a big decision.
Don’t rush it. Any cloud hosting provider you consider expects many questions.
Add these to your list.
1. If I’m having trouble with my site, will you advise me on how to find and fix the errors?
With Acquia, you get holistic end-to-end support for your entire environment, including the infrastructure, platform, and application. We assess, diagnose, and resolve issues regardless of origin. When an infrastructure or platform issue has been detected, we fix it. We have the ability to tune nearly 40 infrastructure parameters, such as cache size, upload size, and memory limit. We can identify specific performance characteristics and proactively tune them for optimal speed and stability. And when a site issue has been detected, we give you guidance on how to fix it. You no longer have to take primary responsibility for your system and site health. Our global team works 24x7 so you don’t have to. With our enterprise, always-on, “follow-the-sun” approach, we simply won’t let you fail.
2. Will you maintain my Drupal core instance and associated modules?
Let Acquia manage your website’s maintenance details, enabling your developers to spend more time creating killer online experiences. Remote Site Administration is a service in which Acquia carries out routine administration tasks on your behalf to keep your site updated. Our Support team is well-versed in Drupal site administration. Our experts help you implement best practices in revision control and ensure your site follows security best practices to reduce security threats. Remote Administration covers security updates for Drupal core and contributed modules, module installation and configuration, module feature updates on request, creation and modification of views and content types, performance tuning via the UI, implementation of version control, and recommendations for bug fixes to modules.
Remote Administration provides a variety of benefits to you and your organization. It simplifies Drupal updates and maintenance efforts to free your staff from time-consuming tasks— saving you time and money. And by decreasing maintenance time and costs, you can achieve your business goals faster. Your developers can spend more time focused on what really matters—innovation. We help you implement operational best practices, streamline maintenance and updates, and ensure rapid security response.
3. What support services do you offer?
Acquia has services tailored to your every need, including:
Acquia Ready to assist your team through the transition to Acquia or Drupal
Professional Services to help your developers reduce the learning curve and think strategically about your digital strategy
Technical Account Managers to ensure your success throughout the application lifecycle
Continuous Delivery and Remote Site Administration Services to allow your team to focus on innovation instead of maintenance
Learning Services to train your team on Drupal
Advisory Support to provide best practice information and guidance around your Drupal sites
A comprehensive Help Center to give you self-service documentation on all of our products
4. What is your level of Drupal expertise?
Acquia offers the industry's highest level of technical Drupal expertise. Our support organization is larger than the entire staff at most cloud hosting companies ––over 50 professionals worldwide with over 250 years of combined experience. And Acquia’s overall level of in-house Drupal expertise is unparalleled with over 150 Drupalists, including core owners, security team members, and module contributors. Furthermore, Acquia’s wealth of Drupal knowledge is being expanded continuously. Closed loop processes between our support and engineering organizations help to drive new tools and add to our Help Center, which we then share with the Drupal community.
5. Will you spin down servers if my site is idle for a few hours?
Acquia Cloud customers' servers are available 24x7x365, and they are always ready to serve page requests. Unlike some cloud hosting providers, we don't try to cut corners by spinning down hardware when it's not being used. Many of our customers have cron jobs that run at off-peak hours (including our overnight database backup process), and we have other automated backups consistently running for disaster recovery purposes. Furthermore, this methodology is not practical for enterprise-level customers whose sites simply serve too many page requests for there to ever be a lull, even with Varnish caching. And having the servers spin down and spin back up potentially introduces a point of failure.