01
Emergency Incident Response
Proxies failing, deploys blocked, backends saturated, or authentication rejecting valid traffic. A senior engineer joins a live bridge within 15 minutes with access to diagnose — not a ticket acknowledgement.
Apigee Support
24/7 Apigee Support with a 15-Minute Emergency SLA
Last reviewed by Scott Sternloff
AceMQ supports the API programme you run on Apigee — proxy revisions that fail validation on deploy, quota and spike arrest applied at a scope that never protects the backend, policy order that spends work before rejecting a bad token, and target server TLS handshakes that break on a certificate rotation. Every ticket reaches a named senior engineer.
Support quotes answered within 1 hour, by a senior engineer.
- min emergency SLA
- 15
- across Americas, EMEA, APAC
- 24/7
- enterprise customers
- 160+
- countries served
- 26+
Planning a build, upgrade or migration instead? See AceMQ Apigee consulting and services.
Customers
Partners
Incident Triage
Apigee problems we fix every week
These are real symptoms from real Apigee production environments — and the first thing our engineers check when one comes in.
| Symptom you're seeing | What we check first | Typical resolution |
|---|---|---|
| Proxy revision deploys but immediately fails validation | The deployment error against the bundle's policy references — a policy attached in a flow but not present in the bundle, a resource file missing from the revision, or a shared flow the proxy calls that is not deployed in that environment. | Under 1 hour |
| Backend still overwhelmed even though quota is configured | The identifier the quota counts against. A quota scoped per developer app across a large partner base, or spike arrest applied per message processor rather than globally, protects nothing when the traffic arrives from many apps at once. | 1–2 hours |
| Latency added on every call, including ones that get rejected | Policy execution order in the proxy request flow. Expensive work — service callouts, JavaScript, large message payload extraction — placed before OAuth verification means invalid requests still consume the full cost before being turned away. | 1–2 hours |
| Target connection failing with a TLS handshake error | The truststore contents against the chain the target actually presents, then SNI and hostname validation settings on the target server. Certificate rotations that add a new intermediate are the most common trigger. | 1–3 hours |
| Proxy latency jumped after enabling detailed message logging | Whether the message logging policy is synchronous and how much of the payload it captures. Logging full request and response bodies to a remote syslog endpoint on the response path adds the endpoint's latency to every transaction. | Under 1 hour |
| Shared flow or KVM lookup failing after a platform migration | Scope and encryption of the key value map in the new environment, and whether the shared flow was deployed to the same environment group. KVM scope and shared flow deployment do not carry across on their own. | 2–4 hours |
| OAuth token verification intermittently rejecting valid tokens | Which token store the verification policy reads and whether cache expiry is aligned with token lifetime. Stale or partitioned cache entries produce failures that look random but track cache TTL boundaries. | 2–4 hours |
| Analytics data missing or lagging for a proxy | Whether custom analytics variables are being set in a flow that the request actually reaches, and whether the proxy short-circuits before the point where analytics are recorded. Fault flows commonly skip it. | Same day |
Resolution times reflect typical Apigee engagements under an active AceMQ support contract. Every P1 closes with a written root-cause analysis.
What's Included
Everything in your Apigee support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
- 02
Root Cause Analysis
Every P1 closes with a written RCA: what failed, why, the fix applied, and the policy, quota, or deployment change that prevents recurrence. Delivered as standard, not on request.
- 03
Policy Design & Latency Tuning
Reordering flows so cheap rejections run first, replacing service callouts with cached lookups, trimming JavaScript and message payload handling, and cutting the overhead the gateway adds per call.
- 04
Traffic Management & Protection
Quota, spike arrest, and concurrent rate limit applied at scopes that genuinely shield your backends, plus fault handling that returns useful errors instead of leaking internal detail.
- 05
Security & Token Handling
OAuth 2.0 and JWT verification, API key management, mutual TLS to targets, truststore and certificate lifecycle, and threat protection policies configured without breaking legitimate payloads.
- 06
Migration & Platform Moves
Edge to Apigee X or hybrid migration planning and execution — proxy bundle porting, shared flow and KVM re-scoping, target server and TLS rework, and parallel-run validation before cutover.
Why AceMQ
What you get that you don't get elsewhere
Named Engineers, Zero Cold Start
The same senior engineers stay on your account. They know your proxy bundles, your shared flows, and your target topology — so a P1 call starts with diagnosis, not twenty minutes of you explaining your API estate.
No Tier-1 Triage Layer
You reach a senior engineer directly by phone, email, or Slack. No help desk collecting information to pass along, and no escalation approval standing between you and someone who can actually fix it.
We Debug the Layers Google Support Won't
Google operates the Apigee platform. Your proxy bundles, policy design, quota scoping, target configuration, and the backends behind them are yours — and that is where API incidents actually originate.
We Follow the Call Into the Backend
The gateway is where the error appears; the backend is usually where it starts. We diagnose across the target service, its database, and the message broker behind it rather than stopping at the proxy boundary.
Genuine Follow-the-Sun Coverage
Engineers across 26+ countries and every time zone. Your 3am incident is someone's mid-afternoon — no overnight skeleton crew, no waiting for a region to wake up.
Proactive, Not Just Reactive
Quarterly reviews of proxy latency, policy overhead, quota effectiveness, and certificate expiry — so a truststore rotation is a calendar item rather than a Saturday incident.
We support Apigee wherever it's deployed
Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.
- Apigee X
- Apigee hybrid
- Apigee Edge (Public & Private Cloud)
- Google Cloud (GKE) runtime
- Kubernetes & OpenShift
- AWS-hosted backend targets
- Microsoft Azure-hosted backend targets
- Multi-environment & environment groups
- Mutual TLS to targets
- On-premise backend integration
- Air-gapped / restricted egress backends
- Hybrid cloud
Escalation Path
Your first hour of an Apigee outage
Every tier reaches a senior Apigee engineer. There is no tier-1 triage layer to get through.
- 15 minfirst responseEmergencyProduction down, messages not flowing, queue manager failure
- 1 hourfirst responseCriticalSevere degradation, high error rates, approaching capacity
- 4 hoursfirst responseHighPerformance issues, configuration problems, non-critical failures
- Next Dayfirst responseStandardQuestions, guidance, best practices, non-urgent improvements
P1 escalation path
A replay of one P1, from the first page to the written root-cause analysis
T+Elapsed15:00
15-minute P1 response, 24/7.
A response time, not a resolution time.
- T+00:00Paged
P1 opened, on-call engineer paged
Phone, email or Slack reaches the on-call senior engineer directly, whether the incident is in RabbitMQ, Kafka, Redis, PostgreSQL or Kubernetes. No web form, no tier-1 queue.
- T+15:00Live
Senior engineer on your bridge
A senior engineer who already knows your environment joins a live bridge, so nobody has to re-explain your topology.
- T+30:00If needed
Specialists across the stack join
When an incident crosses components, the engineers who know each one join. For RabbitMQ, the path runs to the core team.
- AfterEvery P1
Written root-cause analysis
Root cause, the fix applied and the prevention steps, delivered after every P1.
Pricing
What does AceMQ Apigee support cost?
AceMQ Apigee support contracts typically run $24,000–72,000 a year, depending on SLA level, scope (number of clusters or nodes, and environments) and deployment (self-managed, cloud-managed or Kubernetes).
| What moves the price | How it changes the contract |
|---|---|
| SLA level | Business-hours cover costs less than 24/7 cover with a 15-minute emergency response. |
| Scope | More clusters or nodes, and more environments, make a larger contract. |
| Deployment | Self-managed, cloud-managed and Kubernetes estates need different amounts of hands-on work. |
Covering several technologies under one contract, for example RabbitMQ, Kafka and Redis, earns an aggressive discount.
Support In Practice
Apigee problems we've already solved
Apigee support and remediation work from AceMQ. Each card links to the full write-up: the API estate, what AceMQ diagnosed or changed, and the result.
Apigee Proxy Latency and Policy Chain Support
Telecommunications Provider
Debugging proxy-level latency and policy execution problems in Apigee that sit outside what the platform vendor's support will investigate.
Apigee
Kubernetes
Docker
KongApigee Quota and Spike Arrest Behavior Remediation
Travel Booking Platform
Correcting Apigee quota and spike arrest configuration that was rejecting legitimate traffic while letting genuine bursts through to backends.
Apigee
RedisKubernetesKongApigee Proxy Estate and Shared Flow Redesign Assessment
Consumer Financial Services Company
Assessing a sprawling Apigee proxy estate and designing a shared flow architecture that removes duplicated policy logic across hundreds of proxies.
ApigeeKongKubernetesDockerApigee Edge to Apigee X Migration Consulting
Global Logistics Operator
Planning and executing a migration from Apigee Edge to Apigee X, including the policy, networking, and analytics differences that break naive lift-and-shift.
ApigeeKubernetesDockerKong
Support options
Four tiers of Apigee support.
AceMQ offers Apigee support in four tiers, each handing more of the day-to-day work to AceMQ: 24/7 support and incident management for the API programme your team runs, proactive monitoring that finds quota, policy and certificate problems first, managed Apigee in your own Google Cloud project, and the pipelines and monitoring around Apigee run on AceMQ infrastructure. X, hybrid and Edge are covered.
- Tier 1
Apigee 24/7 Support & Incident Management
You run it, we back you up
- Live bridge in 15 minutes, 24/7, with a named senior engineer
- Diagnosis across proxy, policy, target and the backend behind it
- Written root-cause analysis after every P1
Best for: API teams that run their own proxies and need senior cover when a partner integration breaks.
- Tier 2
Apigee 24/7 Support with Proactive Monitoring
You run it, we watch it with you
- Quarterly review of proxy latency and policy execution order
- Quota and spike arrest audit against actual traffic
- Truststore and certificate expiry calendar for every target server
Best for: Programmes where a decorative quota or a Saturday certificate expiry is not an acceptable surprise.
- Tier 3
Managed Apigee on Your Infrastructure
We run it in your cloud or data centre
- Environment, instance and IAM configuration managed under change control
- Monitoring and alerting on latency, error rate and quota behaviour per proxy
- Hybrid runtime upgrades, certificates and capacity where you run it
Best for: Teams that want Apigee run to a standard inside their own Google Cloud project.
- Tier 4
Fully Managed Apigee on AceMQ Infrastructure
We host it and run it, as a service
- CI/CD for proxies and shared flows run by AceMQ
- Metrics and logs collected and alerted on by AceMQ
- Test targets and regression suites run before each promotion
Best for: Teams that want API operations handled end to end without building the tooling around Apigee.
| Who does what | Tier 1 24/7 support | Tier 2 Proactive monitoring | Tier 3 Managed, your infrastructure | Tier 4 Fully managed by AceMQ |
|---|---|---|---|---|
| Who runs Apigee day to day? | Your team | Your team, with AceMQ reviews | AceMQ | AceMQ |
| Where does it run? | Your infrastructure | Your infrastructure | Your cloud account or data centre | AceMQ infrastructure |
| 24/7 incident response | 15-minute P1 response | 15-minute P1 response | 15-minute P1 response | 15-minute P1 response |
| Health checks and CVE alerts | On request | Scheduled | Included | Included |
| Patching and upgrades | Your team, AceMQ advises | Planned with AceMQ | Done by AceMQ | Done by AceMQ |
| Monitoring and on-call | Your team | Your team | AceMQ | AceMQ |
| Data, keys and accounts | Yours | Yours | Yours | Your data, hosted by AceMQ |
Every Tier can start as an ad hoc engagement or an annual partnership, and you can move up or down a Tier as your team changes.
One partner for Apigee
Everything else AceMQ does for Apigee.
Support is one part of what AceMQ does for Apigee. The same engineers deliver consulting, health checks, migrations and end-of-life cover, and support the systems that usually run next to it.
- ConsultingApigee consulting and services
- LifecycleEnd-of-life software support
- Enterprise supportOpen source support across your whole stack
- GuideApigee guide
Support for the rest of your stack
Messaging & Streaming
- RabbitMQ supportMessaging & Streaming
- Apache Kafka supportMessaging & Streaming
- IBM MQ supportMessaging & Streaming
- ActiveMQ supportMessaging & Streaming
- Azure Service Bus supportMessaging & Streaming
- Amazon SQS supportMessaging & Streaming
- Google Cloud Pub/Sub supportMessaging & Streaming
- Redpanda supportMessaging & Streaming
- Apache Pulsar supportMessaging & Streaming
- Message Queuing supportMessaging & Streaming
Databases & Caching
Search & Analytics
Lakehouse & Compute
Observability & Monitoring
Data Integration
Cloud & Containers
API Management
See support for all 51 technologiesShow fewer
Related services
What does AceMQ Apigee support include?
Our Apigee support covers 24/7 emergency incident response with a 15-minute SLA, root cause analysis on every P1, policy design and latency tuning, traffic management and quota design, OAuth and TLS configuration, target server management, and migration support. Every ticket is handled by a named senior engineer assigned to your account — there is no tier-1 triage layer and no per-incident charge.
How is this different from Google's Apigee support?
Google supports the Apigee platform. We support the API programme you run on it. Your proxy bundles, policy ordering, quota and spike arrest scoping, shared flows, KVMs, target server and truststore configuration, and the backend services behind them all sit outside their boundary. The two are complementary — we also help you assemble a clean, evidenced case for Google support when an issue genuinely is platform-side.
Our quota is configured but the backend still gets overwhelmed. Why?
Because the quota is almost certainly counting the wrong thing. A quota scoped per developer app allows each of a hundred apps its full allocation simultaneously, which is a hundred times the protection you thought you had. Spike arrest has a related trap: it smooths traffic per message processor, so the aggregate reaching your backend scales with your processor count. We work backwards from what the backend can actually absorb and pick the scope and policy combination that enforces that number.
Can you help with an Apigee Edge to Apigee X migration?
Yes, and it is one of our more common Apigee engagements. The proxy bundles port with moderate effort; the breakage is usually elsewhere — shared flows and KVMs that need re-scoping in the new environment structure, target servers and truststores that must be rebuilt, network routing to on-premise backends, and policies whose behaviour differs between platforms. We plan the migration around those, run in parallel, and validate against real traffic before cutting over.
Why did our proxy get slower after we enabled message logging?
Because message logging policies on the response path are frequently synchronous and are frequently configured to capture full request and response bodies. That means the latency of your logging endpoint, plus the cost of serialising large payloads, is added to every single transaction. The fix is usually a combination of logging only what you need, moving the policy off the critical path, and sampling rather than capturing everything.
Do you support Apigee hybrid running in our own Kubernetes cluster?
Yes. Apigee hybrid puts the runtime in your cluster, which means the message processor pods, their resource limits, ingress configuration, certificate management, and the Cassandra datastore behind them become your operational responsibility. That is a natural fit for us — we support the Kubernetes layer and the Apigee layer together rather than treating them as separate engagements.
Can we work with AceMQ on Apigee without a long contract?
Yes. AceMQ works on Apigee in two ways: ad hoc engagements for a defined piece of work, such as a health check, an upgrade or an incident, or an annual partner engagement that covers 24/7 support, proactive reviews and named engineers. Many teams start ad hoc and move to an annual partnership once the first engagement is done.
How much does AceMQ Apigee support or consulting cost?
Every AceMQ proposal is tailored to your requirements: your Apigee environment, the SLA you need, the hours of cover and the scope of work. Most contracts run $24,000–72,000 a year, depending on the SLA, the scope and how Apigee is deployed, with aggressive discounts when several technologies share one contract. Request a quote and AceMQ replies within 1 hour.
Let's talk
Every Partner Integration Runs Through Your API Gateway
Reactive cover, proactive reviews, or AceMQ running Apigee for you on your infrastructure or ours. A senior engineer scopes it with you, and quote requests are answered within 1 hour.
A senior Apigee engineer, not a sales queueQuote requests answered within 1 hourAd hoc engagements or an annual partnership
Production incident right now?Email an Apigee Architect
Get in Touch
Talk to an Apigee Expert
Send us a message and we'll follow up within 1 hour — or book a free 30-min consultation directly.
305-204-2607info@acemq.com66 W. Flagler St. 9th Floor
Miami, FL 33130
Miami, FL 33130
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