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Managed Cloud Service Level & Support Policy

  • Updated

Backup Policy

Snapshot backups are done every day. Retention period is 45 days.

Maintenance Windows

Maintenance windows can occur a maximum of once per week. They’re announced 3 days in advance and can take up to 4 hours. Where possible, maintenance is scheduled outside of your business hours.

Acrolinx Platform Updates

A new version of the Acrolinx Platform is targeted for release once per month for managed cloud customers. In general, Acrolinx Platform updates are applied to all instances within one week of the release of a new version.  All sandbox (non-production) instances are typically updated on Wednesday, while production instances are updated between 14:00 UTC and 18:00 UTC on the Saturday following the release. During these times, the platform is expected to be unavailable for approximately 15 minutes.

Scheduled Maintenance

Please visit our Statuspage and subscribe for updates to stay informed of any planned maintenance windows.  Note that Statuspage will only show the overall health and planned maintenance for Acrolinx hosting as a whole, not specific sites.

Unplanned Outages

Customers may enroll to receive immediate notification in the event of a service disruption affecting their Acrolinx cloud instance. In the event of an outage, the process is as follows:

  1. Our monitors detect a service disruption affecting your Acrolinx cloud instance
  2. A ticket is automatically created in our Support Portal to notify you and any designated contacts of the outage
  3. Our Site Reliability Engineers will take action and work to restore service as quickly as possible
  4. Once our monitors detect service has been restored, the ticket will be automatically updated, notifying you that the outage has been resolved
  5. Our customer support team will follow up during business hours to address any follow-up questions or necessary remedial actions

While it is our intent to only notify customers in the event of unexpected outages, there will be occasions when false positives result in notifications for expected maintenance.  

If you would like your organization to participate in this opt-in service, please provide your CSM with a list of contacts to be added to the notification list.

Version Policy

Acrolinx Managed Cloud always exclusively supports the newest Acrolinx releases. Some releases are exclusively provided to Acrolinx Managed Cloud customers.