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.

How is AceMQ Apigee support priced?

Support is priced as an annual contract based on your environment size, required SLA tier, and coverage hours — not per incident or per ticket. That means calling us during an outage never carries a cost decision. Contact us for a quote; we turn them around within 24 hours.

Apigee Support

24/7 Apigee Support with a 15-Minute Emergency SLA

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.

Senior Apigee engineers on call right now — 24/7/365

15 min emergency SLA24 /7 global coverage130 + enterprise customers26 + countries served

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Trusted for mission-critical Apigee by teams in finance, healthcare, defense, and telecom

Escalation Path

Your first hour of a Apigee outage

Most vendors publish an SLA number. This is what actually happens, minute by minute, when you page a senior AceMQ engineer.

T+0

You page us

Phone, email, or Slack — any channel reaches the on-call senior engineer directly. No web form, no tier-1 queue.

T+15

Named engineer live

A senior engineer who already knows your environment joins a live bridge. Zero cold-start, no re-explaining your topology.

T+30

Root cause isolated

Direct broker access, log and metric review, and a working hypothesis with a rollback plan before we touch anything.

Post

Written RCA

Documented root cause, the fix applied, and the prevention steps — delivered after every P1, not just when asked.

Response Times

SLA tiers, contractually guaranteed

Every tier reaches a senior Apigee engineer. There is no tier-1 triage layer to get through.

P1 — Emergency

15 min

Production down, messages not flowing, cluster or broker failure

P2 — Critical

1 hour

Severe degradation, rising error rates, approaching capacity limits

P3 — High

4 hours

Performance issues, configuration problems, non-critical failures

P4 — Standard

Next day

Questions, guidance, best practices, non-urgent improvements

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 seeingWhat we check firstTypical resolution

Proxy revision deploys but immediately fails validation

What we check firstThe 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.

Typical resolutionUnder 1 hour

Backend still overwhelmed even though quota is configured

What we check firstThe 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.

Typical resolution1–2 hours

Latency added on every call, including ones that get rejected

What we check firstPolicy 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.

Typical resolution1–2 hours

Target connection failing with a TLS handshake error

What we check firstThe 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.

Typical resolution1–3 hours

Proxy latency jumped after enabling detailed message logging

What we check firstWhether 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.

Typical resolutionUnder 1 hour

Shared flow or KVM lookup failing after a platform migration

What we check firstScope 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.

Typical resolution2–4 hours

OAuth token verification intermittently rejecting valid tokens

What we check firstWhich 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.

Typical resolution2–4 hours

Analytics data missing or lagging for a proxy

What we check firstWhether 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.

Typical resolutionSame day

Resolution times reflect typical Apigee engagements under an active AceMQ support contract. Every P1 closes with a written root-cause analysis.

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Support In Practice

Apigee problems we've already solved

Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.

All use cases

Support

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.

ApigeeKubernetesDocker

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Remediation

Apigee 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.

ApigeeRedisKubernetes

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Assessment

Apigee 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.

ApigeeKongKubernetes

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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.

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.

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.

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.

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.

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.

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.

Anywhere You Run It

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 XApigee hybridApigee Edge (Public & Private Cloud)Google Cloud (GKE) runtimeKubernetes & OpenShiftAWS-hosted backend targetsMicrosoft Azure-hosted backend targetsMulti-environment & environment groupsMutual TLS to targetsOn-premise backend integrationAir-gapped / restricted egress backendsHybrid cloud

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.

FAQ

Apigee support questions

Every Partner Integration Runs Through Your API Gateway

Whether you need emergency response tonight or a support contract that keeps proxies, quotas, and certificates under control, AceMQ staffs every engagement with a named senior engineer. Support quotes returned within 24 hours.

Get in Touch

Talk to a Support Expert

Send us a message and we'll follow up within one business day — or book a free 30-min consultation directly.

305-204-2607

info@acemq.com

66 W. Flagler St. 9th Floor
Miami, FL 33130

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