For Websites Hosted on Govcms Shared Environment

govCMS Support Guide

(for websites hosted on govCMS shared environment)

Version: 1.4

Table of Contents

1 Where to start 4

1.1 How does this Support Guide help you? 4

1.2 When does support start? 4

1.3 Who should read this guide? 4

1.4 Who provides support? 4

1.5 Up to date Acquia support information 4

2 Scope of support services 5

2.1 In scope 5

2.2 Out of scope 5

3 Acquia Support 6

3.1 What is Acquia Support? 6

3.2 Who can contact Acquia Support? 6

3.3 When to contact Acquia Support 6

3.4 How to contact Acquia Support & hours of operation 6

3.5 Issue types and response times 7

3.6 How to submit critical support requests 7

3.7 How to submit all other support requests 8

3.8 Resolution and escalation procedures 8

3.9 Restoration of websites from backup 9

3.10 Security Incidents 9

4 Acquia online resources 10

4.1 Help Centre 10

4.2 Forums 10

4.3 Support policies 10

5 Acquia Training 11

5.1 Online training 11

5.2 Face-to-face training 11

6 Finance support services 12

6.1 Finance resources 12

6.2 Other Finance support 12

References

References / Location /
Acquia’s Support Users Guide (Revision date: 9 February 2015). / https://docs.acquia.com/support/guide

Glossary of Terms / Acronyms / Abbreviations

Term / Description /
Acquia / Acquia Inc. Provides the Acquia Cloud Site Factory platform on which agency websites are hosted.
ACSF / See ‘Acquia Cloud Site Factory’.
Acquia Cloud Site Factory / A Drupal based platform provided by Acquia for hosting multiple websites.
govCMS / The govCMS shared service that is hosted on the Acquia Cloud Site Factory platform and uses the common ‘govCMS Drupal distribution’ code base.
Govdex / govdex is an online collaboration tool for government and invited users. Govdex has many communities dedicated to a specific topic, including a number for govCMS.
govCMS Drupal distribution / The common Drupal code base that has been developed for Australian government agencies.
MOU / Memorandum of Understanding – between Finance and an agency for the hosting of the agency’s website(s) on the govCMS shared service.
PaaS / Platform as a Service (provided by Acquia).
SaaS / Software as a Service (provided by Acquia).

1  Where to start

1.1  How does this Support Guide help you?

This govCMS Support Guide outlines the support arrangements for agencies that have agreed to the hosting of websites on the govCMS shared service.

1.2  When does support start?

Support commences from the date of signing the Memorandum of Understanding (MOU) between Department of Finance (Finance) and the agency. However, steps need to be completed before an agency can access Acquia Support services, for example providing authorised agency contacts to Acquia.

The MOU between Department of Finance (Finance) and the agency lists the website(s) hosted for the agency. The MOU refers to this support guide for the support arrangements for these website(s).

1.3  Who should read this guide?

The guide is primarily intended for agencies with website(s) hosted on the govCMS shared service to obtain support for these websites prior to and following go live. Other stakeholders such as Finance and Acquia may also use this guide.

1.4  Who provides support?

Acquia provides support for govCMS websites. Utilise Acquia’s online resources and support centre (‘Acquia Support’) if you have an issue or question. See section 4 ‘Acquia online resources’ and section 3 ‘Acquia Support’ respectively.

Finance provides limited support resources – see section 6 ‘Finance support services’.

1.5  Up to date Acquia support information

The Acquia specific information in this guide is drawn largely from Acquia’s Support Users Guide as at the revision date in the References section above. See https://docs.acquia.com/support/guide for the latest version of Acquia’s guide.

2  Scope of support services

2.1  In scope

2.1.1 Acquia provided support

Acquia provides its hosting, support and other services through subscriptions. Finance has subscribed to the following Acquia support services:

·  ‘Elite’ subscription level of support for all Acquia platforms; and

·  PaaS Tier Subscription for ACSF.

These subscriptions provide the following services:

·  Support Requests:

Agencies are entitled to submit an unlimited number of support requests (also called tickets) which include tickets for issues.

The PaaS subscription entitles an agency to submit tickets in relation to Drupal application support. Tickets will include any questions related to Drupal modules, custom code/configuration, non-Acquia integrations, third party services or software and activities that an agency could otherwise complete using a self service feature (see section 4 ‘Acquia online resources’).

Aquia provides 24x7 support for critical issues with a maximum 30 minute initial response time.

·  Advisory Support - Agencies may engage in advisory support discussion with Acquia on best practices for generic topics including security, migration, performance tuning, module development and Drupal site architecture. Advisory support is limited to existing knowledge that can be transferred during a real-time conversation or by follow-up email. If applicable, advisory support may include current documentation. Site-specific research, implementation/installation activities, and/or creation of any new deliverable(s) are out of scope for advisory support. Advisory support does not generate any deliverables. Examples of Advisory support topics here: https://www.acquia.com/drupal-support/advisory-support.

Please contact Finance to access advisory support.

·  Access to Acquia Help Centre – see section 4.1 ‘Help Centre’.

2.1.2 Finance provided support

Finance provides resources and other support – see section 6 ‘Finance support services’.

2.2  Out of scope

·  Support in relation to Professional Services (also known as ‘Design and Development Services’) for services such as investigation/discovery, design and development.

3  Acquia Support

3.1  What is Acquia Support?

Acquia Support is a service centre that you can contact to submit support requests (for issues and other items such as questions).

3.2  Who can contact Acquia Support?

The named Customer Technical Contacts for each agency are able to submit support requests and communicate with Acquia Support about requests and access other services such as Advisory Support. Up to six named Customer Technical Contacts are established before website launch by Finance using the information provided by the agency.

3.3  When to contact Acquia Support

If you experience issues that affect websites contact Acquia Support.

If have questions or need advice:

1.  Firstly, check Acquia’s online resources – see section 4 ‘Acquia online resources’.

2.  If this does not satisfy your questions, contact Acquia Support who may be able to provide answers.

3.  Another option is to request Advisory Support – see section 2.1.2 ‘Acquia provided support’.

4.  Online or face-to-face training can also provide the knowledge that you may be seeking – see section 5 ‘Acquia Training’.

5.  If your question is not answered by the above approaches, you could consider professional services available from Acquia. For further details contact the govCMS Customer Relations and Communication team.

3.4  How to contact Acquia Support & hours of operation

Online: https://insight.acquia.com/support/tickets.

Phone: 02 8416 8021 (or +61 2 8416 8021)

Hours of operation:

1.  Days except public holidays (Australian)

Critical issues* / 24 hours x 365 days
Non-critical issues and
Support requests / Australian support centre hours are 8:00am - 6:00pm AEST Monday to Friday (excluding Public Holidays).
Outside these hours Acquia uses a ‘follow the sun support model’ i.e. calls to the Australian support centre are diverted to the Europe or US support centre. The combined coverage is from 8am Monday to 11am Saturday AEST (without accounting for daylight saving time in Australia or US/Europe).

2.  Public holidays (Australian)

Critical issues* / 24 hours x 365 days
Non-critical issues and
Support requests / Support tickets lodged on the public holiday will be addressed on the next business day.

* Critical issues are defined in section 3.5 ‘Issue types and response times’ below and include site launch related issues that meet certain conditions.

Notes:

1.  Visibility of wider platform-level issues is also available at https://status.acquia.com.

2.  Acquia public holidays are available at Acquia holidays.

3.5  Issue types and response times

Acquia responds to support requests depending on the issue urgency as described in the following table. The ‘Response Time’ is the maximum time for an initial response.

Urgency / Description / Response time /
Critical / Agency's production system is inoperative; or agency’s business operations or productivity are severely impacted with no available workaround; or is a critical security issue. Critical issues are eligible for 24x7 support.
Acquia treats site launch related issues as critical and eligible for 24x7 support if the following conditions apply:
·  Launch is less than three calendar days away.
·  Launch date has been registered and confirmed with either Acquia Support at least seven days prior to expected launch.
·  Client subscription level provides for 24x7 critical support. (Note: This condition is met as Finance has subscribed to the Elite level of support which provides 24x7 critical support.) / 30 minutes, 24x7
High / Agency’s production system is operating but issue is disrupting agency’s business operations; workaround not suitable for sustained operations. This is the highest designation available for development and help desk questions. / 1 hour during business hours
Medium / Agency's system is operating and the issue’s impact on the agency's business operations is moderate to low; a workaround or alternative is available. / 2 hours during business hours
Low / Issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity. / 1 business day

3.6  How to submit critical support requests

Issues that meet the criteria for a Critical request, may be reported using an online ticket (preferred method) or by telephone.

·  Online Ticket: Tickets designated with Critical urgency initiate internal alerts and designate the request for a priority response.

·  Phone: When filing a Critical request by phone, press 6 from the main menu. This is a silent option not listed in the voice prompt. You will be directed to the Critical support voicemail. Leave a message with the name and phone number of the technical contact to be contacted, website name, and a description of the issue. Be sure to include a clear description of the symptoms and any actions taken that may be related to the cause or attempted remedies.

Acquia’s on-call support team member will take the following actions:

·  Initial action: Contact the agency reporting the issue or as otherwise designated. Note: The Finance on-call support person will also be notified as a matter of course.

·  Before changes are made: Request confirmation in a ticket for changes to the website or configuration that were requested verbally.

·  Ongoing action: Issue regular agency and internal updates until resolution.

3.7  How to submit all other support requests

Support for all non-Critical issues is available during Acquia business hours. You can submit these tickets either by online ticket or a phone call:

·  Online Ticket: Agency will make requests of Acquia Support through Acquia’s online ticket management system.

·  Phone: Monday – Friday

Issue submission process:

·  When submitting a ticket, the agency provides a description of the issue or request, a description of the business impact, and designates the level of urgency of the request as High, Medium, or Low pursuant to the urgency categories in section 3.5 ‘Issue types and response times’.

·  Acquia evaluates the request and provides an initial response in the time listed in section 3.5 ‘Issue types and response times’.

·  The agency works with Acquia to provide additional information about reported issue (for example, website functionality, related applications as needed to diagnose the issue and infrastructure-related information).

·  Acquia records progress notes and related communications in the online ticket system through to the resolution of the issue or request.

·  Acquia contacts the agency either by phone or by using the online ticket system to confirm details and initiate diagnosis.

·  If the agency makes a request by phone, Acquia opens a ticket on the agency’s behalf to track the issue through to resolution. If changes to the site or configuration are requested verbally, confirmation will be requested in a ticket before the changes are made.

·  Acquia may forward requests to the Department of Finance for approval or for completion. See 6.1.2 Request Handling.

3.8  Resolution and escalation procedures

In response to an agency’s support request, Acquia will work diligently to develop a fix or a workaround in the most expedient manner reasonably possible, and will work continuously on all Critical issues until such a fix or workaround is in place.

Escalation

Acquia recognises that, on occasion, agencies may encounter critical problems that require a higher level of communication and interaction. Acquia has established an effective process to support these special situations.

If at any time you are not satisfied with the current plan of action for an active issue, you may request that it be escalated to management directly through your Acquia Support point of contact. You may also request to review the matter with an Acquia Support manager.

If an agency escalates a matter, Finance will be automatically advised.

The following actions take place when you escalate an issue:

1.  The Acquia Support Leadership team is notified of the situation, and when appropriate, Finance’s Account Manager is notified as well.

2.  A review of your business needs and technical case is conducted and an action plan is formulated with the goal of driving your issue to the most rapid resolution possible.

3.  Communication of the action plan is discussed with the agency, including deliverables and, if appropriate, timelines.

4.  If the communication is not acceptable, the agency may request to speak with the next level of management:

·  First Level: Regional Manager

·  Second Level: Director, Acquia Support

·  Third Level: Managing Director, Global Support

·  Fourth Level: VP Client Solutions

All cases that are submitted as ‘Critical’ are copied to the Acquia Support Leadership team. This helps ensure that these situations receive management attention immediately.

3.9  Restoration of websites from backup

Request for websites to be restored from backup should be raised as a ticket to Acquia support.