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Acquia Service Level Agreement (SLA)

Site Factory subscriptions

 StandardElite
Critical ugency timeframe1 hour30 minutes
Critical response time24 x 724 x 7
High urgency timeframe2 hours*2 hours*
Medium urgency timeframe4 hours*4 hours*
Low urgency timeframe24 hours*24 hours*
Remote Administration**StandardStandard

* Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays.

** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only.

 StandardPlusPremiumElite
Critical urgency timeframe1 hour1 hour1 hour30 minutes
Critical response timeframe24 x 724 x 724 x 724 x 7
High urgency timeframe8 hours*4 hours*2 hours*1 hour*
Medium urgency timeframe24 hours*24 hours*24 hours*24 hours*
Low urgency timeframe24 hours*24 hours*24 hours*24 hours*
Acquia Support4 support contacts4 support contacts10 support contactsUnlimited support contacts
Remote Administration**StandardStandardStandardStandard
Advisory Hours per year**261216

* Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays.

** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only.

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