Acquia Hosting Services. Version: v1 By: Dave Gully, Regional Sales Manager. Date: April 2014

Transcription

1 Acquia Hosting Services Version: v1 By: Dave Gully, Regional Sales Manager Date: April 2014 Acquia Inc. d/b/a Acquia Ltd, Advantage House, Reading, UK

2 Table of Contents 1. Acquia Drupal Cloud Hosting Services Summary... 3 High- Level Summary of Hosting and Support Service Options... 3 Acquia Cloud Hosting Offerings:... 4 Acquia Hosting - Subscription Pricing Overview... 5 Acquia Enterprise Cloud with Enterprise Support... 6 Acquia Standard Cloud with Enterprise Support... 7 Acquia Enterprise Cloud with Pro Plus Support... 8 Acquia Standard Cloud with Pro Plus Support... 9 Acquia Enterprise Hosting Platform Options and Costs Acquia Cloud Storage & Disaster Recovery Pricing (Enterprise) Acquia Standard Cloud Platform Costs Per Instance Pricing Acquia Cloud Storage for Acquia Standard Cloud Offering (No HA) Incremental Hardware Fees Multi Region Replication and Failover Dedicated VPN Burstable Hardware Capacity Optional Services Acquia Support Subscription Options Acquia Support Subscription Components Support Subscriptions Service Definition Acquia Network Elite Subscription Acquia Network Enterprise Support Subscription Acquia Network Professional Plus Support Subscription Remote Admin On Boarding gcloud Framework responses for consideration Information Assurance Off Boarding High Availability Architecture Backups Service Management Service Levels Severity Definitions Availability Support Hours Financial recompense model for not meeting service levels Out- of- Scope Applications Maintenance Windows Customisation Permitted Functionality / Features Depreciation Ordering / Invoice Process Trial/Free Option Pricing Customer Responsibilities Technical Requirements Bandwidth / Latency

3 1. Acquia Drupal Cloud Hosting Services Summary Acquia Cloud is a Drupal-tuned application lifecycle management suite with a complete infrastructure to support Drupal deployment workflow processes from development and staging through to production. Acquia Cloud includes powerful developer UIs, secure server access using SSH, and automated deployment from a version-controlled code repository. It runs on proven open-source technologies that we've selected, tested, and optimized for Drupal. Together with an Acquia Network subscription, Acquia delivers comprehensive Drupal infrastructure support from a single vendor. High- Level Summary of Hosting and Support Service Options Acquia Cloud Hosting Subscription Enterprise (Customizable, highly available cluster of multiple web servers and database servers, spanning at least two availability zones. Optional multiregion failover.) Acquia Support Subscription* Enterprise Platform Availability HA/DR Included (Guaranteed 99.95% Because Acquia Cloud Enterprise provides redundant servers, Acquia Cloud Enterprise sites will not experience downtime when servers are rebooted for system security updates, scheduled maintenance, or server resizing.) Platform Support 24x7/1Hr Critical Features Managed Cloud Infrastructure, Remote Admin capability & Unlimited Support Tickets Price Range 22k - 80k + Cost of Cloud Platform Enterprise (Customizable, highly available cluster of multiple web servers and database servers, spanning at least two availability zones. Optional multiregion failover.) Standard (Single web server and database server, with shared load balancers.) Standard (Single web server and database server, with shared load balancers.) Pro Plus Enterprise Pro Plus HA/DR Included (Guaranteed 99.95% Because Acquia Cloud Enterprise provides redundant servers, Acquia Cloud Enterprise sites will not experience downtime when servers are rebooted for system security updates, scheduled maintenance, or server resizing.) Single Server Only (Not guaranteed, but in practice, 99.9%+. Because Acquia Cloud standard provides single servers, Acquia Cloud standard sites do experience downtime when servers are rebooted for system security updates, scheduled maintenance, or server resizing.) Single Server Only (Not guaranteed, but in practice, 99.9%+. Because Acquia Cloud standard provides single servers, Acquia Cloud standard sites do experience downtime when servers are rebooted for system security updates, scheduled maintenance, or server resizing.) *An Acquia Support Subscription is mandatory with every Hosting Subscription 24x7/1Hr Critical 24x7/1Hr Critical 24x7/1Hr Critical Managed Cloud Infrastructure & Support Ticket Limited Self Service Cloud Infrastructure, Remote Admin capability & Unlimited Support Tickets Self Service Cloud Infra & Ticket Limited 9k - 16k + Cost of Cloud Platform 16k 65k + Cost of Cloud Platform 3.5k 10k + Cost of Cloud Platform For further clarification please speak to the Acquia team. 3

4 How Acquia Cloud Works Traditional hosting services may provide little more than virtual machines, leaving you with the task of managing and running the servers. With Acquia Cloud, you bring your code and files, and Acquia handles the rest. Acquia takes care of selecting, deploying, and maintaining a Drupaloptimized platform. Acquia Cloud provides high availability elastic cloud resources, with configuration management, monitoring, optimization, and caching built in, all backed up by an operations team staffed by Drupal experts, ready to respond 24 hours a day, seven days a week (24/7). Acquia Cloud infrastructure Acquia Cloud sites run on a Drupal-optimized platform hosted in the Amazon Web Services (AWS) cloud environment. The core of the platform is an open-source LAMP server stack, combining the Linux (Ubuntu) operating system, Apache web server, MySQL (Percona) database, and PHP programming language with Drupal. Acquia Cloud servers are built on the AWS Elastic Compute Cloud (EC2), Elastic Block Storage (EBS), and Elastic IPs (EIP). The exact configuration of an Acquia Cloud server depends on several factors, including whether the site is part of Acquia Cloud Enterprise or Acquia Cloud standard. There are four main components to an Acquia Cloud site: Reverse proxy caching and load balancing servers (Varnish/nginx) Web servers (Apache with PHP and Drupal code) Database servers (MySQL (Percona)) Network file system (GlusterFS) Acquia Cloud Hosting Offerings: 1. Acquia Cloud standard, a self-service Drupal-hosting environment built for developing and deploying one or more production websites. 2. Acquia Cloud Enterprise, a fully-managed, high-availability, scalable, clustered Drupal hosting environment built for the most complex Drupal websites with the highest performance and uptime requirements. Compared to Acquia Cloud standard, Acquia Cloud Enterprise offers additional features for high availability, including redundant server instances at each level of the stack, and higher levels of support, including unlimited application support and an operations team available 24x7 to remotely administer your applications and to change your infrastructure on demand. 4

5 Comparison between Acquia Cloud standard and Acquia Cloud Enterprise: Infrastructure Uptime Network tools Acquia Cloud standard Single web server and database server, with shared load balancers. Not guaranteed, but in practice, 99.9%+. Because Acquia Cloud standard provides single servers, Acquia Cloud standard sites do experience downtime when servers are rebooted for system security updates, scheduled maintenance, or server resizing. Access to most, but not all, Acquia Network tools and add-ons. Acquia Cloud Enterprise Customizable, highly available cluster of multiple web servers and database servers, spanning at least two availability zones. Optional multi-region failover. Guaranteed 99.95% Because Acquia Cloud Enterprise provides redundant servers, Acquia Cloud Enterprise sites will not experience downtime when servers are rebooted for system security updates, scheduled maintenance, or server resizing. Access to all Acquia Network tools and add-ons. Acquia Hosting - Subscription Pricing Overview Acquia Network Support Subscriptions are a mandatory requirement when purchasing Acquia Cloud Hosting. More in-depth detail in regards to the support offerings are included in this document and supporting documentation on cloudstore. However, for quick reference the table below/overleaf illustrates the different Hosting and Support scenarios available from Acquia via gcloud. Once you have selected your preferred Network Support Subscription and Cloud Tier (Enterprise or Standard) you will be required to complete a sizing questionnaire to ensure that the correct Hardware is priced and allocated to your solution (The Sizing Questionnaire is included in the Supporting Documentation. All Hardware costs and options are detailed in this document, but you should work with Acquia for final confirmation. 5

6 Acquia Enterprise Cloud with Enterprise Support Subscription Service Enterprise Cloud & Enterprise Support Type Support SLA Pricing Options (Annual Subscription) Acquia Solution Components SLA Acquia Enterprise Cloud (HW Costing required in addition to Pricing Illustrated in this table) Enterprise Cloud HW will be a cluster or Multi Tier configuration based on either S/M/L/X- Large Cluster Components - HA web + DB + Shared load balancer Shared dev/staging Multi- Tier - HA Web + HA DB (Large) + Dedicated load balancers & staging server Final Configuration based on Customer Hosting Questionnaire that is included in the Supporting Documentation. Acquia Cloud Ent Platform SLA (99.95%) 24x7 support for critical issues/1 Hour Response Other Tickets High Priority 2 Hours response Medium 4 hours response Low 8 hours response Silver = upto 5MM PVs & 1 Code Base & 125GB Monthy Bandwidth = 22, (+ Hardware & Storage) Gold = upto 15MM PVs & 2 Code Bases & 500GB Monthy Bandwidth = 31, (+ Hardware & Storage Cost) Acquia Enterprise Support Enhanced support response time v Pro Plus Support Elastic Cloud Scaling by Acquia team Unlimited support tickets Remote Administration included (Customer will need to install RA connector and provide Network Access where not hosted by Acquia) 12 Hours Bundled Advisory Hours Access to Acquia Network & Library tools Platinum = upto 50MM PVs & 4 Code Bases & 2TB Monthy Bandwidth 41, (+ Hardware & Storage) Diamond = upto 100MM PVs 6 Code Bases & 2TB Monthy Bandwidth = 60, (+ Hardware & Storage) Titanium = >100MM PVs & 10 Code Bases & 5TB Monthy Bandwidth = 79,622.00(+ Hardware & Storage) Additional Code Base = 6,

7 Acquia Standard Cloud with Enterprise Support Subscription Service Standard Cloud & Enterprise Support NOTE: Acquia Cloud Standard is single- server only and is a self- service platform. Spikes in traffic or site failures require customers to scale their servers on their own via the Cloud UI. Type Support SLA Pricing Options (Annual Subscription) Acquia Solution Components SLA Acquia Cloud - Standard (HW Costing required in addition to Pricing Illustrated in this table) Acquia Standard Cloud instances are single server only and priced as either S/M/L/XL/XLMem+/2XLMem+/4XLMem+/MedCPU+/XLCPU Final Configuration based on Customer Hosting Questionnaire that is included in the Supporting Documentation. Acquia Enterprise Support Enhanced support response time Unlimited support tickets Remote Administration included (Customer will need to install RA connector and provide Network Access where not hosted by Acquia) 12 Hours Bundled Advisory Hours Access to Acquia Network & Library tools 24x7 support for critical issues/1 Hour Response Strive for 99.95% uptime, but no guaranteed SLA on Standard Cloud Other Tickets High Priority 2 Hours response Medium 4 hours response Low 8 hours response Silver = upto 5MM PVs & 1 Code Base = 16, (+ Hardware & Storage) Gold = upto 15MM PVs & 2 Code Bases = 22, (+ Hardware & Storage) Platinum = upto 50MM PVs & 4 Code Bases 32, (+ Hardware & Storage) Diamond = upto 100MM PVs 6 Code Bases = 48, (+ Hardware & Storage) Titanium = >100MM PVs & 10 Code Bases = 64, (+ Hardware & Storage) Additional Code Base = 6,

8 Acquia Enterprise Cloud with Pro Plus Support Subscription Service Type Support SLA Pricing Options (Annual Subscription) Enterprise Cloud & Acquia Solution Components SLA Pro Plus Support Up to 10 sites on a single hardware cluster Acquia Enterprise Cloud (HW Costing required in addition to Pricing Illustrated Bronze = 6 Tickets Per year/2 Advisory Hrs = 9, (+ in this table) Enterprise Cloud HW will be a cluster or Multi Tier configuration based on either S/M/L/X- Large Cluster Components - HA web + DB + Shared load balancer Shared dev/staging Multi- Tier - HA Web + HA DB + Dedicated load balancers & staging server Final Configuration based on Customer Hosting Questionnaire that is included in the Supporting Documentation. Acquia Cloud Ent SLA (99.95%) 24x7 support for critical issues/1 Hour Response Other Tickets High Priority 2 Hours response Medium 4 hours response Low 8 hours response Hardware & Storage) Silver = 12 Tickets Per year/4 Advisory Hrs = 12, (+ Hardware & Storage) Acquia Pro Plus Support Limited number of Drupal Support tickets per your agreement (Bronze/Silver of Gold) Limited bundle of Advisory Hours per your agreement Access to Acquia Network & Library tools Includes 100gb Monthly Bandwidth Gold = 24 Tickets Per year/8 Advisory Hrs = 15,925 (+ Hardware & Storage) 8

9 Acquia Standard Cloud with Pro Plus Support Subscription Service Type SLA Pricing Options (Annual Subscription) Standard Cloud & Pro Acquia Solution Components SLA Plus support Pro- Plus Covers up to 10 sites no a single server cloud set up Acquia Cloud - Standard (HW Costing required in addition to Pricing Illustrated in this table) Bronze = 6 Tickets Per year/2 Advisory Hrs = 3, (+ Hardware & Storage) Acquia Standard Cloud instances are single server only and priced as either S/M/L/XL/XLMem+/2XLMem+/4XLMem+/M edcpu+/xlcpu Final Configuration based on Customer Hosting Questionnaire that is included in the Supporting Documentation. 24x7 support for critical issues/1 Hour Response Other Tickets High Priority 2 Hours response Medium 4 hours response Low 8 hours response Acquia Pro Plus Support Limited number of Drupal Support tickets per your agreement (Bronze/Silver of Gold) Limited bundle of Advisory Hours per your agreement Access to Acquia Network & Library tools Includes 100gb Monthly Bandwidth Silver = 12 Tickets Per year/4 Advisory Hrs = (+ Hardware & Storage) Gold = 24 Tickets Per year/8 Advisory Hrs = 10, (+ Hardware & Storage) Acquia Hosting Additional Services Subscription Service Type SLA Pricing Options (Annual Subscription) Remote Admin Optional Extra for Pro Plus Sub SLA (Linux Only not supt on Windows) Typical & routine maintenance * Configuration changes * Includes 1 code base (not to exceed 10 hrs./month) N/A 6, (Per Year) Set up Fee: (Mandatory with every purchase) Included Set up on Acquia Managed Cloud Launch hardware Set up development environments Migrate site code & configure to run on Acquia Cloud Audit site in order to identify any potential issues, deliver recommended improvements (Set up Fee is a mandatory cost for every Hosting Scenario detailed in this document) 3, (One Off) 9

10 Sizing the appropriate Cloud Platform for the Hosting Subscription The pricing listed above (Acquia Hosting Subscription Pricing Overview) illustrates the hosting support costs only and is exclusive of the required hardware and storage to deliver a working solution. In order to size the Platform correctly for each hosting subscription and to have a complete understanding of the total cost of the solution, each new customer must complete the Acquia Platform Questionnaire. Answering the questions will enable Acquia's engineers to design the optimal package for your Drupal Web sites and applications. A copy of the Acquia Platform Questionaire is included in the Supporting Documentation on the CloudStore listing. Once sized the Hardware costing s will be based on either one of the Pre Configured Acquia Cloud Clusters (For Enterprise Hosting) or from the Single Server (Acquia Standard Cloud) options detailed below: Acquia Enterprise Hosting Platform Options and Costs Size Price (EU) Configuration Capacity Acquia Cloud Cluster Small /year HA web + DB (2 Med CPU+) Shared load balancer Shared dev/staging 200K - 1M uncached page views per month Database size < 100MB Acquia Cloud Cluster - Medium /year HA web + DB (2 Med CPU+) Shared load balancer Dedicated dev/staging (Medium) 200K - 1M uncached page views per month Database size < 100MB Acquia Cloud Cluster - Large 5,200.00/year HA web + DB (2 Large) Shared load balancer Dedicated dev/staging (Medium) 400K - 2M uncached page views per month Database size > 100MB Acquia Cloud Cluster - X-Large 13,650.00/year HA Web + DB (2 XL CPU+) Shared load balancer Dedicated load balancers & staging server (3 Mediums) 2M - 10M uncached page views per month Acquia Cloud Cluster - Multi-tier Medium 9,920.00/year HA Web (2 Med CPU+) HA DB (2 Large) Dedicated load balancers & staging server (3 Mediums) 1M - 6M uncached page views per month Acquia Cloud Cluster - Multi-tier Large 12,560.00/year HA Web (4 Med CPU+) HA DB (2 Large) Dedicated load balancers & staging server (3 Mediums) 2M - 10M uncached page views per month 10

11 Acquia Cloud Storage & Disaster Recovery Pricing (Enterprise) In addition to hosting hardware, each Acquia Cloud Deployment requires Storage. When deploying in an Enterprise environment it is recommended that the customer takes the Enterprise Hardware and Storage option. Storage allocations need to be decided for both File and Database storage. Capacity 25GB 50GB 100GB 200GB 500GB 1TB Pricing Options (Annual Subscription) 200 Per Year 380 Per Year 760 Per Year 1,520 Per Year 3,820 Per Year 7,825 Per Year Notes Includes: HA Storage - additional storage for replication and snapshots Multiple snapshots for disaster recovery Monitoring & alerting of volumes & snapshots Acquia Standard Cloud Platform Costs Per Instance Pricing Acquia Cloud Instance Name Description Acquia Compute Unit Pricing Options (Annual Subscription) Small 1 ACU 1.7 GB 43 Per Month Medium 2 ACU 3.75 GB 87 Per Month Large 4 ACU 7.5 GB 173 Per Month X Large 8 ACU 15 GB 346 Per Month XL Mem+ 6.5 ACU 17.1 GB 306 Per Month 2XL Mem+ 13 ACU 34.2 GB 612 Per Month 4XL Mem+ 26 ACU 68.4GB 1224 Per Month Med CPU+ 5 ACU 1.7 GB 110 Per Month XL CPU+ 20 ACU 7GB 439 Per Month Acquia Cloud Storage for Acquia Standard Cloud Offering (No HA) Capacity Pricing Options (Annual Notes Subscription) 25GB 46 Per Year 50GB 92 Per Year No HA option 100GB 183 Per Year 200GB 365 Per Year 500GB 917 Per Year 1TB 1,834 Per Year 11

12 Incremental Hardware Fees Services Cost Notes Additional Bandwidth 0.16/ Per GB / month 16 / 100GB / month 163 / TB / month In+Out as measured at the edge of the customer s Acquia Managed Cloud Acquia Cloud HA File System Storage & DR (Enterprise Only) Acquia Cloud HA DB Storage & DR (Enterprise Only) Dedicated load Balancers Dedicated Staging servers Additional Shared dev/ Staging Environment 0.64 / GB / month 64 / 100GB / month 650 / TB / month 0.64/ GB / month 64 / 100GB / month 650 / TB / month 173 / month - Medium (2 Mediums) 346 / month - Large (2 Larges) 612 / month - X-Large (2 XL Mem+) set up fee 87/month - Medium (1 Medium) 173 / month - Large (1 Large) 305 / month - X-Large (1 XL Mem+) set up fee cluster Maximum capacity is 1 TB storage Maximum capacity is 1 TB storage Dedicated load balancer sizing is based on site traffic requirements. Provides dedicated servers for Development and staging Environments. No per-environment charges apply. Dedicated staging can be sold as a single server 382 / annually per code base Additional shared development / staging environments beyond what is bundled with Managed Cloud. For customers that need more than 3 environments in their dev workflow 12

13 Multi Region Replication and Failover Service Multi-Region Replication with Failover (Enterprise Only) Set-up Fee for Multi Region Replication with Failover Pricing Options (Annual Subscription) 31,850 per year + H/W Not to exceed 12, (time & materials) Notes Data and file replication and failover across two Amazon regions: Primary & secondary region Potential regions: Ireland, US East, US West Extends high availability setup across 4 Amazon availability zones in 2 Amazon regions Requirements: CDN is required - Akamai, or customer s choice H/W x 2 - same hardware required in both regions Includes complete set-up and failover testing in multiple regions Dedicated VPN Service Dedicated VPN Pricing Options (Annual Subscription) 19,110 per year + Set-Up (set-up is time & materials, not to exceed 6370) Notes This provides an IPSEC LAN-to- LAN VPN connection from Acquia Cloud web servers to a customer-provided VPN device. Set-up includes configuring the connection between Acquia Cloud and one customer defined end point. This service provides connectivity to secure remote resources 13

14 Burstable Hardware Capacity Upgrade Cost Notes Plan Ahead Infrastructure Upgrade On-Demand Infrastructure Upgrade Upgrade Fee - 0 (FREE) HW Cost - 1+ upgraded HW price Upgrade Fee HW Cost - 1+ upgraded HW price Minimum advanced notice - 48 hours Minimum commitment - one week at HW tier (S, M, L, XL) Upgrade fee applies only to Silver and Gold subscriptions, waived for Platinum and Diamond Minimum advanced notice - not required Minimum time commitment - one week Purchase 10 On-Demand Upgrades for 1, Optional Services Service Cost Notes Performance Analysis 637 / Engagement 4 hours in-depth site performance consulting Acquia & customer develop an action plan together to improve performance and help Load Testing Analysis Memcached customer implement changes 637 / Engagement Acquia Cloud engineer will analyze site performance during load test to identify performance bottlenecks and suggest areas for improvement.customer is responsible for actual load test. 160 / hour Consulting There is no set-up fee for Memcached installation on Acquia Managed Cloud Recommend 4 hours ( ,) consulting per Memcached configuration & optimization SSL Cert 128 One time fee per SSL certificate. 14

15 2. Acquia Support Subscription Options All Acquia hosting scenarios require the customer to purchase an Acquia Support Subscription as part of the service. In this section the support subscriptions are detailed, but more indepth information is available in the supporting documentation on the Cloud Store Entry. Support Subscriptions from Acquia are made up of a bundle of support, tools, and services designed to help ensure your success with Drupal. The subscription offerings are available in a number of different tiers to ensure that there is a fit for all organizations regardless of size, project budget and support SLA required. Acquia Support Subscription Components The Acquia Support Subscriptions provide a complete application assurance suite sold as a subscription service. Each subscription includes three main components: An extensive knowledge base of Drupal and Acquia knowledge resources Drupal support in varying levels A suite of tools that ensure application quality and a great digital experience. Also Included in Enterprise and Elite Subscriptions is Remote Admin. Remote Admin is available as an additional add on component for Professional Plus Subscriptions and is detailed later in this document. Please speak to the Acquia Sales Team to discuss your requirements and understand which offering is best for you. 15

16 3. Support Subscriptions Service Definition Subscription Type SLA Service Elite Acquia Network Components SLA Dedicated Technical Account Manger 24x7 support for critical issues 30 min Everything listed under Enterprise plus: Response LSD Membership Other Tickets Qtly Onsite TAM visit High Priority 1 Hours response TAM Escalation point Medium 2 hours response Enterprise Acquia Network Components SLA Enhanced support response time 24x7 support for critical issues/1 Hour Unlimited support tickets Response Remote Administration included (Customer will Other Tickets need to install RA connector and provide Network High Priority 2 Hours response Access where not hosted by Acquia) Medium 4 hours response 12 Hours Bundled Advisory Hours Low 8 hours response Access to Acquia Network & Library tools Pro Plus Acquia Network Components SLA Limited number of Drupal Support tickets per your agreement (Bronze/Silver of Gold) 24x7 support for critical issues/1 Hour Response Limited bundle of Advisory Hours per your Other Tickets agreement High Priority 2 Hours response Access to Acquia Network & Library tools Medium 4 hours response Low 8 hours response Remote Admin Optional Extra for Pro Plus Sub SLA (Linux Only not supt on Windows) Typical & routine maintenance * Configuration changes * Includes 1 code base (not to exceed 10 hrs./month) N/A 16

17 Acquia Network Elite Subscription The Elite Subscription from Acquia is a bundle of support, tools, and services designed to help ensure your success with Drupal. Acquia will provide 24x7 technical support (unlimited) via , phone, and ticketing channels. Requests will be managed in a tiered support model through a pool of Support personnel with comprehensive Drupal experience. The Elite Subscription includes Remote Administration services, a subscription to the Acquia Network, and hosting operational support. Proactive Drupal Support Elite subscriptions include a 30 -minute response time and 24x7 emergency coverage on critical issues, ensuring quick time to resolution and assurance of consistence uptime. Your sites are checked every 60 seconds**, and any performance issues or outages automatically generate a ticket within our systems. We then proactively work to address these issues in collaboration with your teams. (** This is only possible if RA is enabled) Unlimited Support Tickets Phone, , and web communication support channels provide The Standard s staff with ongoing access to Drupal expertise and critical help during development of new sites and maintenance of existing sites. Remote Administration Acquia will proactively keep your site up-to-date with the latest security patches and bug fixes to modules installed on your site as well as any incremental dot releases to core code. (As before the Acquia Connector must be installed and Network access must be provided to Acquia to enable RA) Our Drupal security experts will ensure your site maintains the highest security possible and responds quickly when new vulnerabilities are identified. Minor site changes, such as adjustments to content types, blocks, or views, can be assigned to our team to handle for you, keeping your internal staff focused on developing new features and website content. In the event of an emergency situation, Remote Administration allows our Technical Advisory Team to log into your Drupal site and hosting environment to make minor changes to remedy the issue. (You can find a full overview of Remote Admin later in this document. Technical Account Manager - Each Elite customer has a Technical Account Manager (TAM) who is your partner throughout the application lifecycle. Customers decide how often they d like their TAM involved in their team efforts, ranging from monthly check-ins to participation in daily stand-up meetings. Elite subscription customers benefit from having the highest Drupal support SLA we can offer 30-minute response to critical tickets. 17

18 Acquia Network Enterprise Support Subscription Enterprise Support Subscription The Enterprise Subscription from Acquia is a bundle of support, tools, and services designed to help ensure your success with Drupal. Acquia will provide 24x7 technical support (unlimited) via , phone, and ticketing channels. Requests will be managed in a tiered support model through a pool of Support personnel with comprehensive Drupal experience. The Enterprise Subscription includes Remote Administration services, a subscription to the Acquia Network, and hosting operational support. The Enterprise Subscription includes 12 hours of remote advisory consulting per year. Proactive Drupal Support Enterprise subscriptions include a 60-minute response time and 24x7 emergency coverage on critical issues, ensuring quick time to resolution and assurance of consistence uptime. Your sites are checked every 60 seconds**, and any performance issues or outages automatically generate a ticket within our systems. We then proactively work to address these issues in collaboration with your teams. (** This is only possible if RA is enabled) Unlimited Support Tickets Phone, , and web communication support channels provide The Standard s staff with ongoing access to Drupal expertise and critical help during development of new sites and maintenance of existing sites. Advisory Hours throughout the Year Your subscription also provides access to Drupal experts from within Acquia. This allows your team to consult and collaborate with Drupal experts across an array of specialty areas and expertise, and/or to discuss and collect best practices. Remote Administration Acquia will proactively keep your site up-to-date with the latest security patches and bug fixes to modules installed on your site as well as any incremental dot releases to core code. Our Drupal security experts will ensure your site maintains the highest security possible and responds quickly when new vulnerabilities are identified. Minor site changes, such as adjustments to content types, blocks, or views, can be assigned to our team to handle for you, keeping your internal staff focused on developing new features and website content. In the event of an emergency situation, Remote Administration allows our Technical Advisory Team to log into your Drupal site and hosting environment to make minor changes to remedy the issue 18

19 Acquia Network Professional Plus Support Subscription Professional Plus Support Subscription The Professional Subscription from Acquia is a bundle of support, tools, and services designed to help ensure your success with Drupal. Acquia will provide 24x7 technical support (Ticket limited) via , phone, and ticketing channels(limited Tickets). Requests will be managed in a tiered support model through a pool of Support personnel with comprehensive Drupal experience. The Pro Plus Subscription includes either 6/12 or 24 hours of remote advisory consulting per year. The advisory hour allocation is dependent on Subscription level and is detailed above in the Subscription summary. Proactive Drupal Support Professional subscriptions include a 60-minute response time and 24x7 emergency coverage on critical issues, ensuring quick time to resolution and assurance of consistence uptime. Support Tickets (Limited by Sub Tier) Phone, , and web communication support channels provide your staff with ongoing access to Drupal expertise and critical help during development of new sites and maintenance of existing sites. Advisory Hours throughout the Year Your subscription also provides access to Drupal experts from within Acquia. This allows The Standard to consult and collaborate with Drupal experts across an array of specialty areas and expertise, and/or to discuss and collect best practices. Remote Admin Remote Admin is available as standard with the Enterprise subscriptions. If you require remote admin services with your Professional Plus Sub, then it is available as an additional subscription and is detailed below for your consideration: 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. 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. 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 within the allotted RA Service Hours. 19

20 Client will provide Acquia with administrative level access to all systems and accounts required to perform the RA tasks. o o 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 within a Windows environment. Tasks within Scope of RA Services The types of Drupal administration tasks that are typically within 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) Tasks outside of Scope of RA Services: Certain website maintenance activities required to properly maintain a fully functioning website are not within 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) 20

21 4. On Boarding Prior to commencing of engagement, the following steps will be followed: 1. Customer to complete the Acquia Cloud Platform Questionnaire 2. Acquia to respond with recommended platform sizing and confirm costs 3. If customer approves of sizing and costs, then raise call-off agreement and Purchase Order The customer will need to provide Acquia with a Single Point of Contact for Onboarding activity. Acquia will set up an onboarding call with the customer following the receipt of an order via the gcloud Framework. The typical lead time to set up the onboarding all two business days and the actual call it s self will take c2 hours. On boarding team deliverable: Setup of subscription and/or hardware Migration of sites/files/databases best practices and advice Learning about Acquia Network Producing a Site Review Report Co-ordinate load test monitoring and report Pre-launch Checklist Helping you get launched As part of the onboarding process you will receive a Welcome with an Acquia Network User Name and Password The Acquia Network is where you ll get access to: Insight Tool - Security, Performance and Best Practice Recommendations Help Center - Support, Documentation, Additional Resources Entitlements - Contacts, Product Keys Onboarding onto Acquia Cloud Time Line In the instance whereby a customer chooses to purchase Acquia Managed Cloud as well as Acquia Network Support Services, the onboarding process will take in the region of 5 weeks. There are a number of defined steps that must be followed to ensure that the new website is successfully launched on Acquia Cloud. These steps are detailed below: Wk1 Wk5 21

22 5. gcloud Framework responses for consideration Information Assurance Acquia is dedicated to meeting the stringent security, availability, and compliance requirements of our customers who depend on us to serve their mission critical websites in Acquia Cloud. We have produced this Security and Compliance Documentation Package to assist developers, security professionals, risk managers, and IT teams with their due diligence of the Acquia Cloud platform. This package includes both our documentation about how we address security in our architecture and our processes, our independent auditors SOC 1 Type 2 attestations, and our compliance with well recognized industry standards such as the Cloud Security Alliance STAR. At Acquia, we are dedicated to provide the world s most dependable Drupal hosting and support platform. Compliance with Standards and Regulations Compliance and regulatory concerns are often voiced when it comes to cloud computing, and many of the interesting types of applications organizations would like to deploy to the cloud are often those governed by some form of regulatory standard. If you require additional information regarding your particular regulatory requirements, please contact Acquia. The following sections include Acquia s compliance with the standards and regulations, both governmental and nongovernmental. Payment Card Industry (PCI), Data Security Standard (DSS) As of April 1st, 2014, Acquia has officially been validated as complying with standards applicable to a Level 1 service provider under PCI - DSS Version 2.0. FISMA Acquia was granted a FISMA Authorization to Operate (ATO) at the Moderate level for one of our federal customers hosted in Acquia Cloud in July, DoD The DoD Information Assurance Certification and Accreditation Process (DIACAP) provides the accreditation framework to support security best practices for systems managed by DoD related federal agencies. Acquia has created a DIACAP package (at MAC II Sensitive level) for one of our federal DoD customers hosted in Acquia Cloud Enterprise and is ready to work with other DoD agencies to obtain DIACAP authorization. Acquia Cloud is built on AmazonWeb Services, which has obtained an IATO at MAC III Sensitive. STAR The Cloud Security Alliance Security, Trust & Assurance Registry (STAR) is a free, publicly accessible registry that documents the security controls provided by cloud computing offerings, thereby helping organizations assess the security of cloud providers they currently use or are considering contracting with. Acquia has completed and published its Consensus Assessments Initiative Questionnaire (CAIQ), which provides industry-accepted ways to document what security controls exist in our PaaS offering. The CAIQ provides a set of over 140 questions that a cloud consumer and cloud auditor may wish to ask of a cloud provider. 22

23 ISO ISO is an international standard that specifies security management best practices and comprehensive security controls following the ISO best practice guidance. The Amazon Web Services infrastructure, with specific focus on Amazon s Information Security Management System, has been accredited with meeting the ISO standard by an independent third party. For more on Amazon Web Services compliance with the ISO standard please see Safe Harbor Safe Harbor is a certification program run by the U.S. Department of Commerce that aims to harmonize data privacy practices between the U.S. and the stricter privacy regulations of the European Union. Acquia is registered with the Safe Harbor program as of February 7, Acquia s certification with Safe Harbor can be found at Privacy Acquia abides by all privacy laws and regulations that are applicable to our hosting services and to our customers that host sites containing personal information on Acquia Cloud. Acquia personnel have logical access to customer data stored in customer sites only if they are authorized and have a need for access due to their job function. Neither Amazon nor any other third party employed by Acquia have logical access to customer data housed in customer sites hosted on Acquia Cloud. Acquia does not transfer customer data hosted on Acquia Cloud outside of Acquia Cloud or to any third party without customer authorization. Customers must ensure privacy concerns and regulations are addressed and adhered to at the Application layer where customer personnel may have logical access to personal information uploaded or stored in customer sites. Acquia s Privacy Policy describes how Acquia handles any personal information gathered from visitors to our website at acquia.com and from users of our software and services from Acquia. For additional information regarding Acquia s security policies please reference the Security and Compliance Document that is listed under supporting information. Secure Drupal Hosting in Acquia Cloud Acquia Cloud is built to ensure Drupal sites are hosted securely in accordance with best practices to prevent common vectors of attack. Major points include: The process owners of both the web server and the php server do not have write-access to the web root. The php server can write only to a specific set of directories: the [web root]/files and [web root]/sites/[sitename]/files or the corresponding files private directories. These directories are writable by nature because they are intended to receive file uploads from end users. Files in the web root (Drupal core, its modules, etc.) are written by an automated process and pulled only from a version control system (SVN or Git). Even customer users logged in to the OS layer on a web server do not have write access to files in the web root. Acquia Cloud manages code and configuration with Puppet. This means that if a file is changed somehow, Puppet will reset this file back to the known good configuration. Please review the Security and Compliance Documentation Package in the supporting documentation for more information. 23

24 Off Boarding The customer has the right to exit any subscription following the minimum 12-month term. Access to your customer specific data on termination can be arranged on request. Full Termination T&Cs are detailed in the MSA that included in Supporting Information section. High Availability Architecture Acquia Cloud Enterprise is designed for high availability, with guaranteed 99.95% uptime. Below describes how Acquia delivers Acquia Cloud Enterprise's high availability. Acquia Cloud is built on Amazon Web Services (AWS) infrastructure, which is physically remote from Acquia offices. The AWS environment consists of major regions and Availability Zones. Acquia Cloud customers may choose the geographic region for their site's location. Acquia Cloud currently supports the US (East, West), EU (Ireland), Australia, and Asia (Singapore) regions. Each region contains multiple Availability Zones. AWS Availability Zones are separate yet interconnected data centers within the major regions. Acquia Cloud Enterprise offers high availability by using multiple AWS Availability Zones in one AWS region with redundant servers serving each layer of the technology stack. The following are the three main components of a Drupal site hosted by Acquia Cloud Enterprise: Reverse proxy caching and load balancing servers (nginx and Varnish) Web servers (Apache with PHP and Drupal code) Database servers (Percona (MySQL)) At the Internet-facing tier, a software-based load balancer is deployed with a hot standby in a different availability zone in the same region. The load balancer distributes load across multiple web servers, which are also distributed across multiple availability zones. Acquia's expert operations team adds additional web servers to the resource pool as needed. The load balancer continuously monitors the web servers, and if a server becomes unavailable, it removes it from the pool of hosts serving the site. Web servers use a shared network file system (GlusterFS) so that all files are kept in sync and redundant to each other At the database layer, a scalable database cluster serves the site with active and passive database servers in multiple availability zones. The active master database server continuously updates the passive master database using MySQL replication. In the event of a failure of the master database, the passive database becomes primary through a DNS-based failover. It is Acquia s policy to restore customer services in the event of a major disaster in the best time frames. If the services in the current zone or region were severely impacted, Acquia would do its best to restore services in an alternate Availability Zone or region. Disaster Recovery Multi-region replication Optionally, for customers with very high availability requirements, Acquia offers Acquia Cloud Enterprise customer environments with hot standby sites in an alternate region, thus providing live failover capabilities for disaster recovery. 24

25 Backups Acquia maintains a comprehensive backup solution that includes website code, static files, and databases. Integrated backup facilities use Amazon s Elastic Block Store (EBS) and Simple Storage Service (S3). Automatic snapshots for disaster recovery Acquia Cloud takes hourly snapshots of the passive master database, file system, and code repository. These snapshots are programmatically stored in Amazon S3 buckets (Amazon's highly available cloud storage) and used to restore a site in the case of multiple disk failure or total data center loss. Backup data stored in Amazon S3 is maintained in the same region (US- East, US-West, EU-East, etc) where the production site is located. Amazon S3 repositories are distributed amongst multiple Availability Zones (data centers) and multiple devices within each Availability Zone for redundancy. Acquia Cloud retains the following: The four most recent hourly snapshots Daily snapshots that are retained for one week Weekly snapshots that are retained for one month 25

26 Monthly snapshots that are retained for three months Acquia does not provide customer access to these snapshots and will not use these snapshots to restore sites due to either data loss or deletion by customers. Customer on-demand backups Customers have full server access to implement their own on-demand backups of code, files, and database content. To assist, Acquia provides the previous three days' database backups (dumps of the MySQL database) to Acquia Cloud customers via the Acquia Network management site. Additionally, customers may make on-demand backups of any database at any time on the Workflow tab of the Acquia Cloud UI, or through SSH/SCP. Acquia Cloud keeps your on-demand backups until you delete them. Your backup copies count against the storage space of your account. Customers may download database backups and restore a previous backup on the Backups tab of the Acquia Cloud UI. At the Drupal code layer, customers can manage and deploy their customer-developed code using Acquia s Subversion (SVN or Git) code repository service. These services allow for rollback and redeployment of Drupal code, effectively backing up the site's code. 26

27 Service Management Under Elite Network Subscription the Customer has a dedicated Technical Account Manager who will schedule Quarterly onsite review meetings with the customer. Please refer to the Acquia Elite Support Subscription listing on Cloud Store for Subscription overview. Service Levels Response time SLAs are detailed earlier in this document. However, Clients have the ability to open a number of different types of tickets with Acquia Ticket Type Description Limitation Drupal Application Support Infrastructure Support Advisory Support Remote Administration Maintenance Diagnostic support of the Client s Drupal applications Diagnostic, change request, and break/fix tickets related to Acquia s hosted infrastructure Request for Client Advisory sessions. Client files a request for a Remote Administration activity Client requests an application maintenance task 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. Applies only to Acquia Cloud hosting services Total Advisory hours provided are limited, per subscription but tickets are not limited For Clients with the Remote Administration service option. Remote Administration hours provided are limited, per subscription but tickets are not limited For Clients with the Maintenance service option. Limited by hours per the Client s agreement. Under Elite Network Subscription the Customer has a dedicated Technical Account Manager who will own any tickets raised on Acquia. In addition the customer will receive a monthly report detailing tickets raised and performance SLA. 27