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

Support covers 24/7 emergency incident response with a 15-minute SLA, written root cause analysis on every P1, query and indexing performance work, cluster architecture review, CVE and upgrade advisory, and quarterly health checks. Every ticket goes to a named senior engineer assigned to your account. There is no tier-1 triage layer, and no per-incident charge for calling us during an outage.

P1 emergencies — cluster red, ingest stopped, search failing for users — get a 15-minute first response with a senior engineer on a live bridge. P2 critical issues are 1 hour, P3 high-priority 4 hours, and P4 standard questions next business day. These are contractual response times, not best-effort targets, and they apply at 3am on a Sunday exactly as they do on a Tuesday morning.

Yes. We support Elastic Cloud, Elastic Cloud on Kubernetes, and self-managed clusters on any infrastructure. Managed tiers handle node provisioning and upgrades, but they do not choose your shard counts, design your mappings, or stop an expensive aggregation from tripping the parent circuit breaker. Those remain your responsibility, and they are where most of the incidents we handle actually originate.

Yes. For self-managed clusters on your own infrastructure, including ECK on Kubernetes, AceMQ can take on day-2 operations as an extension of the support contract: managed Elasticsearch that stays in your account. We monitor cluster health, shard allocation and disk watermarks, hold the pager, patch and upgrade, maintain index templates and ILM policies, verify snapshots by restoring them, and plan capacity as the data grows. Your teams keep using search and logs; running the cluster becomes our job.

Elastic Cloud Hosted is Elasticsearch hosted and managed by Elastic on AWS, Google Cloud or Azure, with node provisioning and upgrades handled for you. It is the simplest route when the data can live in a deployment Elastic runs. AceMQ's managed operations suit clusters that stay on your infrastructure, whether on-premises, air-gapped or in your own cloud account, on versions and configuration you control, and AceMQ can also host and operate the cluster on AceMQ infrastructure. Shard strategy, mappings and query cost need attention on either, and our support covers Elastic Cloud deployments too.

Usually yes, because a recurring yellow cluster is a design symptom rather than a random fault. The common causes are replica counts that exceed available nodes, allocation awareness rules that no node satisfies after a topology change, and disk watermarks that trip during merge or snapshot activity. We resolve the immediate allocation problem, then change the index templates and watermark settings so the same restart does not produce the same outcome next month.

It depends on your licensing position and which features you actually use. OpenSearch forked from Elasticsearch 7.10 and diverged after that, so alerting, security, and index management are similar in intent but different in implementation and API. We support both and will give you an honest read: sometimes the licence cost genuinely justifies the migration, and sometimes the feature gap or the client library rewrite costs more than it saves.

Yes. We support versions that no longer receive upstream patches, including workarounds and backported mitigations where an official fix does not exist for your line. Regulated and air-gapped environments frequently cannot upgrade on the community's schedule. We treat that as a normal enterprise constraint and work within it while planning a realistic upgrade path. Where you need security patches on a version you cannot yet leave, AceMQ's OSSeva platform provides patched builds of self-managed Elasticsearch 7.10.2 and 7.17 after Elastic stops fixing them.

An Elastic subscription buys support from Elastic's own support team at a level set by the tier, Standard through Enterprise, for supported versions of the Elastic Stack: Elasticsearch, Kibana, Beats, Logstash and Elastic Agent. It also unlocks features such as machine learning anomaly detection that sit in the paid subscription tiers rather than the free Basic tier. That is the right route for a product defect. What Elastic support does not do is operate your deployment: shard design, index lifecycle policies, JVM sizing on your nodes, the ingest pipelines that feed the cluster, and the Kubernetes or cloud console configuration around it. AceMQ covers that layer, alongside an Elastic subscription or without one for the free and open version, and prepares the case for Elastic when a fault is inside the product.

Open a case through the support portal, the shared channel or the emergency line; at P1 you are on a live call with a senior Elasticsearch engineer within 15 minutes, day or night. The engineer works in your environment with the access you have granted, so diagnosis starts from the cluster health, allocation explain output, thread pools and slow logs rather than from a description. You receive a written timeline and root cause analysis after every P1, and a document that records the change so your own team can repeat it. Scaling questions, upgrade planning and documentation reviews run through the same people on business-day response times.

In 2024 Elastic added AGPLv3 as an option for the free portions of the Elasticsearch and Kibana source code, alongside SSPL 1.0 and the Elastic License 2.0, while the binaries Elastic distributes stay under the Elastic License. The licence decides which features you may use and how you can redistribute them. It does not change who can support you: AceMQ Elasticsearch support covers clusters on any of these licences, with or without an Elastic subscription.

Yes, in two steps, because there is no direct path: 7.17 goes to 8.19, the required intermediate release, and only then to 9.x. Before each step the Kibana Upgrade Assistant lists deprecated settings and incompatible indices, and indices created before 8.0 must be reindexed or marked read-only before 9.x will accept them. We work through that list, test clients and ingest pipelines against each target, and take a snapshot before every rolling upgrade.

Yes. AceMQ works on Elasticsearch 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.

Every AceMQ proposal is tailored to your requirements: your Elasticsearch 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 Elasticsearch is deployed, with aggressive discounts when several technologies share one contract. Request a quote and AceMQ replies within 1 hour.