3 out of 5.0, Reviewed Nov 17, 2016
The support, while adequately responsive, isn't really all that helpful. They frequently need to escalate questions and issues that seem like they could be answered with some limited experience and study of the product. Some of the functionality of the product is broken and hasn't been fixed despite being reported some months ago. It's not something that keeps us from using the product in production, but it's not something I expect from a product that has this cost and is meant to be deployed in an enterprise. I think the initial implementation team needs to have better skill. The real experts are frequently too busy or only available via escalation. We've experienced some down time due to some initial launch configuration being incorrect and it taking a while for them to get it fixed. They are fairly open and responsive to feature requests to enhance the system. This really is the only solution available that works the way it does for deploying Drupal sites in this manner and for the most part, it delivers on the promise.
Be prepared for providing your own load testing in order to get fully deployed or ask for it to be included in the contract. Ask for an expert to be part of your launch team and try to get that in the contract.
Easy to use, decent UX. Does what it is supposed to do.
There are some broken features. I thought implementation was going to be smoother. Support needs to be more experienced with the product, particularly implementation details. High price.
Have support people who have more experience with the product and system. Have more integration points for deplaoyment so you can automate reverting all features of your distribution across all sites.
Request that there be at least one person on their team that is very experienced with the platform and it's technical inner workings so that it doesn't take escalations to get questions answered and issues fixed.
The hard part of this is developing a custom Drupal 8 distribution. But that's not Acquia's fault. That's just a generally difficult project.