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Support Channel Access Policies

Forums

Acquia Support Forums are intended to facilitate public support discussions between customers with input from Acquia technical resources. Forums are monitored by Acquia however there is no guaranteed response or response time.

Access to Acquia support forums is available at all subscription levels. Acquia.com visitors are entitled to read-only access and Network subscribers are entitled to post issues and comments.

Forum contents may be made accessible to the general public. Forum content may be incorporated into Acquia's knowledge management system for publication in whole or in part in other venues. Acquia may deprecate, edit, unpublish or delete any topic or comment at Acquia's sole discretion. Acquia may revoke posting privileges for anyone posting offensive, inappropriate or disruptive content.

Web Tickets

Acquia Network Web Tickets are intended to facilitate the identification and resolution of diagnostic/repair support issues between the Acquia support team and the customer contacts on a given subscription. A customer will receive an initial response from Acquia Support in accordance with their defined subscription service level and urgency level of the support ticket.

A web ticket is an individual issue that focuses on one issue with Drupal software or Acquia product or service – e.g. use of a specific Drupal module or assistance with a specific problem or error message. A single web ticket may involve multiple interactions with Acquia support staff.

Access to Acquia web tickets is included with Professional subscriptions and higher, with no limit on the number of tickets that can be submitted (30-day trials include access to one web ticket). All information captured within the process of resolving the web ticket issue is private, accessible only to registered contacts on the customer's Acquia Network subscription and members of the Acquia support team.

For subscriptions with email and/or phone support, a web ticket is a required first step to submit an issue to the Acquia Support team. Once submitted, a customer may contact Acquia Support via email and/or phone for further assistance on their issue.

Email

Acquia Network subscriptions at the Professional level and higher include email support as a communication channel entitlement. Once a support issue has been logged in the Acquia Network via a web ticket, technical contacts on an account may contact Acquia Support via email to resolve their support issue.

Submission of a web ticket on a subscription will trigger an email to its technical contacts that includes the ticket number and details regarding the issue. The customer's technical contacts may use this email thread, along with other entitled communication channels, to work with the Acquia Support team. All email communications to the Acquia Support team should include the ticket number in the Subject line to ensure a timely response.

Phone

Acquia Network subscriptions at the Enterprise level and higher include telephone support as a communication channel entitlement. Once a support issue has been logged in the Acquia Network via a web ticket, technical contacts on an account may contact Acquia Support via phone to resolve their support issue.

Additionally, subscribers entitled to advisory support may make an appointment to talk to an Acquia Support team member via phone on a number of advisory topics including security, migration, performance tuning, module development, and architecture.