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Migrate Accelerate Support Scope
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For additional information about Acquia Migrate Accelerate, see its product documentation.
Last updated: August 22, 2023
Acquia Migrate Accelerate
Acquia Migrate Accelerate consists of two components:
An on-demand environment (ODE) dedicated to the migration
The Acquia Migrate Accelerate tool for performing the migration
Acquia Migrate Accelerate is a development tool and is treated as such for the purposes of support ticket urgency and triage. Acquia Migrate Accelerate performs guided migrations for a limited set of modules. Your Acquia Migrate Accelerate tickets will inherit the ticket response time from your Cloud Platform Enterprise subscription.
For guidance purposes, refer to the following examples when filing support requests related to Acquia Migrate Accelerate:
Example | Ticket Urgency | Acquia Response |
|---|---|---|
Acquia Migrate Accelerate performs guided migrations for a limited set of modules. | Normal | Acquia continues to add support for additional contributed modules. However, some modules are not covered by the tool’s automations. We appreciate requests for specific modules so we can make the tool work better for more customers. |
The Acquia Migrate Accelerate tool is not functioning as expected. | Normal | Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription. |
The Acquia Migrate Accelerate tool is slow. | Normal | Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription. |
Parts of the Acquia Migrate Accelerate interface are unreachable because of errors. | High | Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription. This does not qualify for Critical urgency due to the optional nature of Acquia Migrate Accelerate in the development cycle. |
Migrate Environment (CDE) is either unreachable or down. | High | Acquia will investigate the system availability issue based on the entitlement of the Customer’s Cloud Platform Enterprise subscription. This does not qualify for Critical urgency due to the optional nature of Acquia Migrate Accelerate in the development cycle. |
Cannot create new Migrate Environment (CDE) | High | Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.
Cannot create new Migrate Environment (CDE) | High | Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.