01
Emergency Incident Response
Functions throttled, an event source stalled, a redrive loop, or a cost anomaly running in real time. A senior engineer joins a live bridge within 15 minutes with access to diagnose — not a ticket acknowledgement.
AWS Lambda Support
24/7 AWS Lambda Support with a 15-Minute Emergency SLA
Last reviewed by Scott Sternloff
AceMQ supports the serverless workloads you run on Lambda — cold start latency on customer-facing paths, throttling from shared account concurrency, SQS redrive loops, ENI exhaustion in VPC-attached functions, and the cost curve that goes vertical after one bad invoke pattern. 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 AWS Lambda consulting and services.
Customers
Partners
Incident Triage
AWS Lambda problems we fix every week
These are real symptoms from real AWS Lambda production environments — and the first thing our engineers check when one comes in.
| Symptom you're seeing | What we check first | Typical resolution |
|---|---|---|
| p99 latency spikes on a customer-facing endpoint, p50 is fine | Init duration in the invocation logs against total duration. A long init phase means cold starts — usually heavy top-level imports, a large deployment package, or SDK clients constructed at module scope with slow credential resolution. | 1–2 hours |
| Functions returning 429 TooManyRequestsException under normal load | Account-level concurrent execution usage across every function in the region, not just this one. Unreserved concurrency is a shared pool — one batch job scaling up will throttle an unrelated API-facing function that never changed. | Under 1 hour |
| SQS messages processed repeatedly, DLQ filling with the same payload | Queue visibility timeout against the function timeout — visibility must exceed function timeout, conventionally by a wide margin. If it does not, the message reappears while the invocation is still running and gets processed again. | Under 1 hour |
| VPC-attached functions failing to start during a traffic surge | Available IP addresses in the subnets attached to the function and the Hyperplane ENI mapping. Small subnets shared with other workloads run out of addresses, and scaling stalls with network interface errors rather than a code failure. | 1–3 hours |
| Lambda bill doubled with no change in request volume | Billed duration times memory across functions, then invocation counts for anything self-triggering. The two usual causes are memory over-provisioned far past what the function uses, and a function writing to the same event source that triggers it. | 1–2 hours |
| Function times out consistently at the configured limit | Where time is actually spent — downstream call latency, connection setup, or a retry inside the SDK. A function waiting on a database whose connection pool is exhausted by the concurrent invocations will always look like a timeout problem instead of a pool problem. | 2–4 hours |
| Init phase failing intermittently with no application log lines | Work being done at module scope — secrets fetched, config downloaded, connections established. Any of it can exceed the init window on a cold start, and failures there produce almost no application logging because the handler never runs. | 2–4 hours |
| Kinesis or DynamoDB stream shard falls behind and never recovers | Iterator age against batch size, function duration, and error behaviour. A single poison record blocks its shard until it expires or the failure is handled, so throughput on that shard drops to zero while the others look healthy. | Same day |
Resolution times reflect typical AWS Lambda engagements under an active AceMQ support contract. Every P1 closes with a written root-cause analysis.
What's Included
Everything in your AWS Lambda support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
- 02
Cost Governance
Memory right-sizing against measured duration, invocation pattern review, log retention and ingest cost, and detection of recursive or self-triggering invokes before they show up on a monthly bill.
- 03
Cold Start & Latency Tuning
Init-phase profiling, package size and dependency reduction, lazy client construction, provisioned or SnapStart configuration where it pays for itself, and honest advice on where it does not.
- 04
Event Source & Integration Design
SQS, Kinesis, DynamoDB Streams, EventBridge and API Gateway integrations tuned for batch size, visibility timeout, partial batch failure reporting, retry behaviour, and idempotency.
- 05
IAM, VPC & Security Review
Least-privilege execution roles, VPC subnet and IP capacity planning, security group and endpoint configuration, and secret handling that does not put credentials in environment variables.
- 06
Observability & Root Cause Analysis
Structured logging, X-Ray or OpenTelemetry tracing across async boundaries, and alarms on the metrics that matter — throttles, iterator age, and errors — so failures surface before customers report them.
Why AceMQ
What you get that you don't get elsewhere
We Treat Serverless Cost as an Engineering Problem
Lambda bills climb from memory set once and never measured, log retention nobody chose, and invoke patterns that quietly multiply. We measure each, fix the cause, and document it so the saving survives the next feature.
Named Engineers, Zero Cold Start
The same senior engineers stay on your account. They know your event sources, your concurrency posture, and your deployment tooling — so a P1 call starts with diagnosis, not twenty minutes of you explaining your architecture.
We Debug the Layers AWS Support Won't
AWS operates the platform. Your handler code, your event source configuration, your IAM policy design, your concurrency allocation, and your cost profile are yours — and that is exactly where production incidents originate.
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.
Deep on the Queues Behind the Functions
Most Lambda incidents are really event-source incidents. Messaging is our core discipline — SQS semantics, Kinesis shard behaviour, ordering, idempotency, and poison-message handling are home ground rather than adjacent knowledge.
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.
We support AWS Lambda wherever it's deployed
Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.
- AWS Lambda (all supported runtimes)
- Node.js, Python, Java, .NET, Go runtimes
- Container image Lambda functions
- Lambda in VPC with private subnets
- API Gateway & Lambda Function URLs
- SQS, SNS & EventBridge event sources
- Kinesis & DynamoDB Streams
- AWS Step Functions orchestration
- AWS SAM, CDK & Terraform deployments
- Serverless Framework projects
- Multi-account & multi-region estates
- GovCloud & regulated AWS accounts
Escalation Path
Your first hour of an AWS Lambda outage
Every tier reaches a senior AWS Lambda 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 AWS Lambda support cost?
AceMQ AWS Lambda 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
AWS Lambda problems we've already solved
AWS Lambda support and optimization work from AceMQ. Each card links to the full write-up: the serverless estate, what AceMQ diagnosed or changed, and the result.
AWS Lambda SQS Redrive Loop Remediation
Digital Insurance Provider
Breaking a redrive loop where SQS messages were reprocessed indefinitely because the queue visibility timeout was shorter than the Lambda function timeout.
AWS LambdaAmazon SQS
Docker
PostgreSQLAWS Lambda VPC Networking and ENI Exhaustion Support
Wealth Management Firm
Diagnosing VPC-attached Lambda invocation failures caused by ENI and subnet IP exhaustion during scale-out, and the connection handling that made it worse.
AWS LambdaPostgreSQL
RedisDockerAWS Lambda Cost and Right-Sizing Assessment
Consumer Subscription Business
Measuring memory, duration, and concurrency across a large Lambda estate to right-size functions that were provisioned by guesswork.
AWS LambdaAmazon SQSDockerPostgreSQLAmazon SQS Dead-Letter Queues That Expired Their Own Evidence
Benefits Enrolment Platform
Failed enrolment events were disappearing from the dead-letter queue before anyone looked at them. The fix was a retention setting, a receive count, and a redrive path that did not create duplicates.
Amazon SQSAWS LambdaAWS
TerraformAWS Lambda Event-Source Architecture Consulting
Freight and Transport Technology Company
Designing event-source mapping, batching, ordering, and failure handling for a Lambda estate that had grown without a consistent event architecture.
AWS LambdaAmazon SQS
Kafka
RabbitMQDocker
Support options
Four tiers of AWS Lambda support.
AceMQ offers AWS Lambda support in four tiers, each handing more of the day-to-day work to AceMQ: 24/7 support and incident management for functions your team runs, proactive monitoring that finds throttling, retry and cost problems first, managed Lambda operations inside your own AWS account, and fully managed Lambda run on your behalf from AceMQ-managed AWS accounts and infrastructure, with the pipelines, collectors and brokers around it. Runtimes and event sources are covered in all four.
- Tier 1
AWS Lambda 24/7 Support & Incident Management
You run it, we back you up
- 15-minute P1 response, 24/7, by phone, email or Slack
- Named senior engineers, no first-line triage layer
- Written root-cause analysis after every P1
Best for: Teams that run Lambda themselves and need senior cover when a hot path throttles.
- Tier 2
AWS Lambda 24/7 Support with Proactive Monitoring
You run it, we watch it with you
- Concurrency and throttling review against account limits
- Memory, duration and cost profile for each function
- Runtime deprecation tracking and upgrade planning
Best for: Teams that want the shared-concurrency throttle or the runaway invoke found in a review, not on the invoice.
- Tier 3
Managed AWS Lambda on Your Infrastructure
We run it in your cloud or data centre
- AceMQ runs day-2 operations and holds the pager
- Runs in your cloud account, data centre or air-gapped site
- Patching, upgrades and capacity managed to an agreed plan
Best for: Regulated estates and platform teams that must keep serverless workloads inside their own AWS accounts.
- Tier 4
Fully Managed AWS Lambda on AceMQ Infrastructure
We host it and run it, as a service
- Hosted and operated by AceMQ, sized to your workload
- High availability, backups and upgrades included
- 24/7 on-call with the same 15-minute emergency response
Best for: Teams that want Lambda and the pipelines and messaging around it operated end to end.
| 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 AWS Lambda 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 AWS Lambda
Everything else AceMQ does for AWS Lambda.
Support is one part of what AceMQ does for AWS Lambda. The same engineers deliver consulting, health checks, migrations and end-of-life cover, and support the systems that usually run next to it.
- ConsultingAWS Lambda consulting and services
- LifecycleEnd-of-life software support
- Enterprise supportOpen source support across your whole stack
- GuideAWS Lambda 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 AWS Lambda support include?
Our Lambda support covers 24/7 emergency incident response with a 15-minute SLA, root cause analysis on every P1, cold start and latency tuning, event source and integration design, concurrency and throttling management, IAM and VPC review, and cost governance. 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 an AWS support plan?
AWS supports the Lambda service. We support what you built on it. Handler code, event source configuration, batch and visibility settings, concurrency allocation across your account, IAM policy design, cost profile, and the downstream systems your functions call are all outside AWS's boundary and inside ours. The two are complementary — we frequently help customers prepare a clean, evidenced case for AWS support when an issue genuinely is on their side.
Why are our functions being throttled when this one function has low traffic?
Because unreserved concurrency is a single account-and-region pool shared by every function. A batch job, a replay, or a retry storm elsewhere in the account consumes that pool and throttles functions that never changed. The fix is usually reserved concurrency on the critical paths to guarantee them capacity, plus a limit on the noisy function so it cannot take the whole budget — followed by a quota increase only if the total is genuinely too low.
Our SQS messages are being processed multiple times. Why?
The most common cause is queue visibility timeout set at or below the function timeout, so the message becomes visible again while the invocation is still running and a second invocation picks it up. The second cause is a handler that throws after doing its side effect, sending the whole batch back for redelivery — which is why partial batch failure reporting and idempotent handlers matter. We check the timeout relationship first because it is a one-line fix.
Is provisioned concurrency the answer to our cold starts?
Sometimes, and it is often the expensive answer to a cheap problem. We profile the init phase first: heavy top-level imports, oversized deployment packages, and SDK clients built at module scope typically account for most of the init duration and can be cut without paying for warm capacity. Where latency requirements genuinely demand it we configure provisioned concurrency or SnapStart, sized against real traffic patterns rather than peak.
Can you help when Lambda is only part of a larger event-driven system?
That is the usual case and where we are strongest. Lambda functions sit between queues, streams, brokers, and databases, and most incidents are really about ordering, backpressure, poison messages, retries, or connection pool exhaustion downstream. Enterprise messaging is our core discipline, so we work the whole path rather than stopping at the function boundary.
Can we work with AceMQ on AWS Lambda without a long contract?
Yes. AceMQ works on AWS Lambda 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 AWS Lambda support or consulting cost?
Every AceMQ proposal is tailored to your requirements: your AWS Lambda 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 AWS Lambda is deployed, with aggressive discounts when several technologies share one contract. Request a quote and AceMQ replies within 1 hour.
Let's talk
Serverless Removes the Servers, Not the Failure Modes
Reactive cover, proactive reviews, or AceMQ running AWS Lambda for you on your infrastructure or ours. A senior engineer scopes it with you, and quote requests are answered within 1 hour.
A senior AWS Lambda engineer, not a sales queueQuote requests answered within 1 hourAd hoc engagements or an annual partnership
Production incident right now?Email an AWS Lambda Architect
Get in Touch
Talk to an AWS Lambda 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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