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

Transcription

1 Acquia Support Services Acquia Network Support 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 Support Services Summary... 3 Acquia Support Subscription Components Support Subscriptions Service Definition and Pricing Overview of Drupal Support Subscription Options Acquia Network Elite Subscription Elite Subscription Pricing Acquia Network Enterprise Support Subscription Acquia Network Professional Plus Support Subscription Enterprise and Professional Plus Pricing Remote Admin On Boarding Information Assurance Off Boarding Service Levels Severity Definitions Availability Support Hours Service Constraints Out- of- Scope Applications Maintenance Windows Customisation Permitted Functionality / Features Depreciation Ordering / Invoice Process Trial Option Free Option Pricing Customer Responsibilities Technical Requirements Technical Interfaces... 22

3 1. Acquia Drupal Support Services Summary Acquia is a Drupal-focused support company providing a suite of support services designed to maximize the potential for enterprises using Drupal, provide support systems to get help and expertise, and host high-traffic Drupal websites in a cloud-based hosting architecture. Acquia Drupal Support Subscription Options 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. For example Acquia can provide business hour support only through to 24x7 technical support via , phone, and ticketing channels, with or without a Technical Account Manager. Support requests will be managed in a tiered support model through a pool of Support personnel with comprehensive Drupal experience. Included in every Support Subscription is access to the The Acquia Network. The Network provides organizations with the knowledge, tools, and support that are critical to digital success. 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.

4 2. Support Subscriptions Service Definition and Pricing 2.1. Overview of Drupal Support Subscription Options Subscription Type SLA Pricing Options (Per Year) Service Elite Acquia Network Components SLA Dedicated Technical Account Manger 24x7 support for critical issues 30 min Response Dedicated TAM 56,690 Dedicated TAM + 70,065 Everything listed under Enterprise Other Tickets Getting Started Drupal 108,285 plus: High Priority 1 Hours Acquia as my Strategic Partner LSD Membership response 146,500 Qtly Onsite TAM visit Medium 2 hours response Acquia on my Team 191,093 TAM Escalation point Mission Critical Drupal 267,500 Enterprise Acquia Network Components SLA 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 Other Tickets High Priority 2 Hours response Medium 4 hours response Low 8 hours response Pro Plus Acquia Network Components SLA Limited number of Drupal Support tickets per your agreement 24x7 support for critical issues/1 Hour Response (Bronze/Silver of Gold) Other Tickets Limited bundle of Advisory Hours per your agreement High Priority 2 Hours response Access to Acquia Network & Medium 4 hours response Library tools Low 8 hours response Remote Optional Extra for Pro Plus Sub SLA Admin (Linux Only not supt on Windows) Typical & routine maintenance * Configuration changes * Includes 1 code base (not to exceed 10 hrs./month) N/A Silver = upto 5MM PVs & 1 Code Base = 15, Gold = upto 15MM PVs & 2 Code Bases = 22, Platinum = upto 50MM PVs & 4 Code Bases 31, Diamond = upto 100MM PVs 6 Code Bases = 47, Titanium = >100MM PVs & 10 Code Bases = 63, Additional Code Base = 6, Bronze = 6 Tickets Per year/2 Advisory Hrs = 3, Silver = 12 Tickets Per year/4 Advisory Hrs = 6, Gold = 24 Tickets Per year/8 Advisory Hrs = 9, , For additional detail on support offerings and definition please refer to the supporting documentation listed on cloud for this entry.

5 2.2. 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 Enterprise 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.

6 2.3. Elite Subscription Pricing * Monthly Hours are not to exceed ** Price includes up to 6.3k T&E ***Definition of Elite Tier 1A Subscription is compliant for Up to 15mm PVs and 1 Code Base for the customer. A benefit of the Elite Subscription is the ability to add additional bursts of hours as an add on should you need to plan for a new Campaign Launch or event that will create an unexpected burden on your team. These additional bursts are priced as follows: # of Hours Package Price 10 2, , , , ,740.00

7 2.4. 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

8 2.5. 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 Enterprise and Professional Plus Pricing Subscription Type SLA Pricing Options (Per Year) Service Enterprise Acquia Network Components SLA Enhanced support response time 24x7 support for critical Silver = upto 5MM PVs & 1 Code Unlimited support tickets issues/1 Hour Response Base = 15, Remote Administration included Other Tickets Gold = upto 15MM PVs & 2 Code (Customer will need to install RA connector and provide Network High Priority 2 Hours response Bases = 22, Platinum = upto 50MM PVs & 4 Access where not hosted by Acquia) Medium 4 hours response Code Bases 31, Hours Bundled Advisory Hours Low 8 hours response Diamond = upto 100MM PVs 6 Code Access to Acquia Network & Library tools Bases = 47, Titanium = >100MM PVs & 10 Code Bases = 63, Additional Code Base = 6, Pro Plus Acquia Network Components SLA Remote Admin (Linux Only not supt on Windows) 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 Optional Extra for Pro Plus Sub Typical & routine maintenance * Configuration changes * Includes 1 code base (not to exceed 10 hrs./month) 24x7 support for critical issues/1 Hour Response Other Tickets High Priority 2 Hours response Medium 4 hours response Low 8 hours response SLA N/A Bronze = 6 Tickets Per year/2 Advisory Hrs = 3, Silver = 12 Tickets Per year/4 Advisory Hrs = 6, Gold = 24 Tickets Per year/8 Advisory Hrs = 9, , For in-depth detail of each of the Network offering please refer to the Acquia Support Users Guide in the supporting documentation section.

9 2.7. Remote Admin Remote Admin is available as standard with the Elite and 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. 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.

10 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)

11 3. On Boarding 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 call is 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

12 4. 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 non-governmental. 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

13 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. 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.

14 5. 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. 6. Service Levels Response time SLAs are detailed at the top of 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 all tickets and status (resolved v unresolved + ticket type). 7. Severity Definitions In general Acquia Service Level Agreements refer to 4 categories of Urgency that need to be highlighted when a customer raises a support ticket. Please see the Problem Definition Categories below: Acquia will respond to the submitted ticket based on the urgency indicated by the Client at the time of ticket/issue submission.

15 Urgency Critical High Medium Low Description Client s production system is inoperative; or Client s business operations or productivity are severely impacted with no available workaround; or is critical security issue. Critical issues are eligible for 24x7 support for certain Acquia subscriptions. Client s production system is operating but issue is causing significant disruption of Client s business operations; workaround is inadequate. Client s system is operating and issue s impact on the Client s business operations is moderate to low; a workaround or alternative is available. Issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity. 8. Availability Clients with Elite, Enterprise and Professional Plus subscriptions are entitled to 24x7x365 for Critical issues. Acquia operates a follow the sun support model from offices in our key regions EMEA/APAC/N.America. 9. Support Hours Standard hours of operation for Acquia Support are as follows: Region Hours Phone Number(s) Americas Europe 8am - 8pm Eastern Time Monday- Friday* 8am - 6pm Central Europe Time Monday - Friday* or Asia-Pacific and Japan 8am - 6pm AEST Monday-Friday* *Coverage for major holidays is limited to Critical issues only. Clients with Elite, Enterprise and Professional Plus subscriptions are entitled to 24x7x365 for Critical issues.

16 10. Service Constraints Customer-Hosted Environments (Non Acquia Cloud) This includes environments hosted by the Client or any non-acquia third party. Acquia strongly recommends that Clients maintain current and supported versions of all the software required to run their web site. The Acquia Support Subscription does not cover support, configuration, or installation advice for any non-drupal application. The Client must retain adequate resources and expertise to support and manage the non-drupal applications and access key logs, etc. that are required for diagnostic activities. Infrastructure Support Acquia provides full infrastructure support to any Client running its applications on Acquia Cloud, Acquia Cloud Enterprise or Acquia Cloud Site Factory platforms. However, If a Client chooses to host their application internally or with a third party provider, Acquia Support is unable to provide troubleshooting and/or support assistance with the infrastructure. This limitation includes reviewing the Client s hardware, settings, and non-supported software infrastructure. Acquia Professional Services is able to provide assistance in these areas as well as with overall infrastructure architecture. 11. Out- of- Scope Applications Applications listed below are not supported by Acquia. This list is not fully inclusive, but is meant to be representative. Please note that Clients may choose to install/implement these applications in their environment as part of their comprehensive solution. Acquia will not troubleshoot these or other installed and non-supported applications and reserves the right to ask Clients to disable these applications if it is preventing troubleshooting efforts. If the application is hosted on an Acquia platform, Acquia reserves the right to disable the application as part of diagnostic and recovery operations. The following are considered out-of-scope for Acquia s support offering: CiviCRM Disqus Magento Moodle phpbb phpmyadmin piwik Shibboleth vbulletin Applications that require compiled standalone libraries (not php extensions) Custom (non-drupal) modules constantly running ingestion scripts and or search indexing scripts Version control applications that are not Git or SVN WordPress

17 The following applications are not supported and cannot be installed on the Acquia Cloud: Aegir Custom daemons or services, such as Jabber or Microsoft Exchange Java applications Hudson / Jenkins MongoDB node.js Perl/Python/Ruby scripts that require additional libraries Redis Please note that there may be limitations to using MySQL views, custom MySQL functions, stored procedures and triggers in the Acquia environment. If your application requires use of these features, please review this with the Acquia Client Support or Acquia Client Onboarding teams prior to launching your site or deploying updated code. 12. Maintenance Windows Acquia does not have pre defined maintenance windows but provides customers with notification prior to any systems maintenance that is likely to impact a customer s environment or service. Maintenance typically occurs between 11pm to 7am at the datacenter location identified on Client s Order. (there will be no more than two (2) hours of scheduled maintenance downtime per calendar year).

18 13. Customisation Permitted Acquia supports the following applications and versions for self- hosted and Acquia Cloud customers as listed in the table below: Application Drupal Drupal Component Drupal Core Community Contributed Modules and Themes Versions Supported 6.x and above 6.x and above Support Scope Unmodified core, major drupal.org distributions, and the Pressflow 6.x fork are supported Acquia provides diagnostic services for troubleshooting contributed modules. If an bug/issue is discovered in a contributed module, Acquia will submit an issue to the drupal.org module issue queue on the Client's behalf. Acquia may choose to address the issue directly if the solution is simple (can be addressed in 1 hour or less), and in those cases Acquia may submit a patch, too. The module maintainer controls whether the patch is accepted and included in a subsequent release, or not. If the maintainer choses not to include it in a release, then the Client is solely responsible for the module's maintenance and the merging of any security update changes. Support for modules that are not marked as recommended or are in a beta/development state is limited to basic diagnostics only. Acquia does not "finish" modules, code new features, or fix major bugs. Acquia can help diagnose issues with theme output, however, may not be able to assist with troubleshooting or fixing browser rendering issues. Subscription Information Elite Enterprise Pro Plus Professional Elite Enterprise Pro Plus Professional Drupal Custom Modules and Themes 6.x and above Acquia provides diagnostic services for troubleshooting custom modules. As part of our service, Acquia will identify site issues that are linked to custom code, and Acquia may identify particular aspects of custom code that are responsible for the reported issue. In some cases Acquia may suggest a fix or fix approach, but it is the responsibility of the Client to fix issues with custom modules. Acquia Support does not provide code review services, but those are available from Acquia Professional Services. Acquia can help diagnose issues with theme output, however, may not be able to assist with troubleshooting or fixing browser rendering issues. Elite Enterprise Pro Plus Professional Drupal Third Party Integration Module (e.g., LDAP, 6.x and above Acquia will assist the Client to ensure that all Drupal modules functioning properly as a Drupal module. Acquia may be able to assist with configuring the module to connect or operate Elite Enterprise Pro Plus

19 external service connectors) with the third- party service. However, it is the Client s responsibility to ensure the configuration is complete and functional. Professional Acquia Network Services Mollom Spam Blocking 6.x and above Includes support for the Drupal/Mollom integration module and the Mollom services. Requires a Mollom subscription Acquia Network Services Git/SVN N/A We provide support on its interoperability as it relates to our hosting platform;. We do not provide general advice on how to use version control systems or provide support for Git/SVN outside of the Acquia hosted environment. Elite Enterprise Pro Plus Professional Acquia Network Services Acquia Network Services PHP Extensions and Libraries Acquia Search Platform 5.3 and above 4.x and above We support the integration of PHP extensions with the Client's Drupal implementation. The Client is responsible for compiling compatible php extensions and for providing.so files in their code repository. gure/non-drupal-code Client is responsible for troubleshooting any resulting PHP functionality issues. This includes the functionality to connect to Acquia Search Platform. Within the Acquia Search Platform there may be limited customization and configuration options as referenced in documentation Acquia Search Documentation. Elite Enterprise Pro Plus Professional Elite Enterprise Pro Plus Professional These applications are supported for Clients using the Acquia infrastructure and for Clients that choose to host their own applications. 14. Functionality / Features Depreciation Acquia reserves the right to retire support for certain versions of the supported applications. As a standard, Acquia will support the current major version of Drupal (N) and the immediately preceding major version (N-1). For example Acquia will support Drupal 8.x and Drupal 7.x simultaneously. This ensures that Clients receive the best possible support and are able to take advantage of the latest features and security enhancements in the software. Acquia will provide full support to earlier versions (N-2) until the Drupal Community chooses to stop providing security fixes for version N-2. To ensure our Clients experience smooth migrations to newer versions of Drupal, Acquia may provide Transition Support for version N-2 for a period of no less than 12 months. Prior to retiring support for any Drupal version, Acquia will provide at minimum of 12 months notice to our Clients. Notice will be provided via Acquia Network and/or Client notice ( ) to registered users of the Acquia Network. Once a version is retired, Support will be limited to community forums and pre-existing documentation.

20 Life Cycle Description Acquia Support Transition Support End- of- Life Applies to N and N- 1 Drupal versions Applies to version N- 2 Drupal N- 2 upon completion of Transition Support term and earlier versions Acquia provides comprehensive support coverage per subscription entitlement and support scope Full range of Remote Administration services are available o o o Acquia continues to provide support of N- 2 version of Drupal Acquia library will remain available Acquia will selectively backport key security fixes Transition support will only be available for a limited time Remote Administration services are not available Acquia Library documentation is available Forums available, but no response guarantee No active support by Acquia 15. Ordering / Invoice Process Acquia require a completed call off contract and Purchase Order Form. All payments for Services, are due within thirty (30) days of Client s receipt of an invoice from Acquia. Client shall pay all invoices in accordance with the terms of the Master Agreement. Contacting Acquia for Ordering Purposes Contacts: David Gully Regional Sales Manager Public Sector Telephone dave.gully@acquia.com Chris Roye Regional Sales Director Public Sector Telephone chris.roye@acquia.com Address: Advantage, 87 Castle Street Reading RG1 7SN 16. Trial Option Acquia Cloud Free provides a Drupal sandbox environment in which customers can experiment with new features, test code quality, apply continuous integration best practices.

21 When customers are ready to publish their site, it is possible to upgrade to an Acquia paid subscription and hosting environment to get extended dev tool capabilities and rich analysis and metrics, such as server metrics, static code analysis, and uptime monitoring Free Option For customers who first opt to use Acquia Free Cloud, there is Free Tier Support: All support for Free Tier is done via the Free Tier forums which can be found here: Acquia Forums. 18. Pricing The pricing summary is captured in the beginning of this document. Pricing is discounted to reflect UK Government/Public Sector as one customer. 19. Customer Responsibilities The customer shall designate a project leader to whom all matters relating to the Services will be addressed. Client agrees to respond to requests from Acquia for approvals, decisions or other actions in connection with the performance of Acquia s obligations related to the service deliverable in a reasonable period of time. Customer will identify key stakeholders and subject matter experts and assure that they are available to provide information and make required decisions in a manner that enables timely performance of the Services. Where appropriate the customer commits to; Provide documentation of existing requirements, designs, and constraints at the start of the Services. Customer will provide the Acquia team with access to all offices and systems required by Acquia to perform its work. The Acquia team will follow Customer applicable procedures required for access. Agree that content creation will be considered out of scope unless detailed and agreed in the call off. Agree theming or front end customization outside of that described in the call off form is considered out of scope. 20. Technical Requirements Where appropriate the customer commits to; Provide documentation of existing requirements, designs, and constraints at the start of the Services. Access to Client Systems: For the purposes of providing diagnostic support, Acquia Support may request read- only access to a Client s environment. In limited

22 situations, Acquia Support may make changes directly to a Client s systems; however, action will not be taken until the Client confirms via the active support system that they understand the change to be made and authorize Acquia to make the change. 21. Technical Interfaces Customer will provide the Acquia team with access to all offices and systems required by Acquia to perform its work. The Acquia team will follow Customer applicable procedures required for access.