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.

How is AceMQ AWS Lambda 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.

AWS Lambda Support

24/7 AWS Lambda Support with a 15-Minute Emergency SLA

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.

Senior AWS Lambda 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 AWS Lambda by teams in finance, healthcare, defense, and telecom

Escalation Path

Your first hour of a AWS Lambda 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 AWS Lambda 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

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 seeingWhat we check firstTypical resolution

p99 latency spikes on a customer-facing endpoint, p50 is fine

What we check firstInit 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.

Typical resolution1–2 hours

Functions returning 429 TooManyRequestsException under normal load

What we check firstAccount-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.

Typical resolutionUnder 1 hour

SQS messages processed repeatedly, DLQ filling with the same payload

What we check firstQueue 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.

Typical resolutionUnder 1 hour

VPC-attached functions failing to start during a traffic surge

What we check firstAvailable 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.

Typical resolution1–3 hours

Lambda bill doubled with no change in request volume

What we check firstBilled 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.

Typical resolution1–2 hours

Function times out consistently at the configured limit

What we check firstWhere 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.

Typical resolution2–4 hours

Init phase failing intermittently with no application log lines

What we check firstWork 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.

Typical resolution2–4 hours

Kinesis or DynamoDB stream shard falls behind and never recovers

What we check firstIterator 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.

Typical resolutionSame day

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

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Support In Practice

AWS Lambda problems we've already solved

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

All use cases

Remediation

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 SQSDocker

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Support

AWS 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 LambdaPostgreSQLRedis

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Assessment

AWS 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 SQSDocker

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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.

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.

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.

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.

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.

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.

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.

Anywhere You Run It

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 runtimesContainer image Lambda functionsLambda in VPC with private subnetsAPI Gateway & Lambda Function URLsSQS, SNS & EventBridge event sourcesKinesis & DynamoDB StreamsAWS Step Functions orchestrationAWS SAM, CDK & Terraform deploymentsServerless Framework projectsMulti-account & multi-region estatesGovCloud & regulated AWS accounts

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.

FAQ

AWS Lambda support questions

Serverless Removes the Servers, Not the Failure Modes

Whether you need emergency response tonight or a support contract that keeps latency, throttling, and cost 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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