Your first hour of a Elasticsearch outage
Most vendors publish an SLA number. This is what actually happens, minute by minute, when you page a senior AceMQ engineer.
You page us
Phone, email, or Slack — any channel reaches the on-call senior engineer directly. No web form, no tier-1 queue.
Named engineer live
A senior engineer who already knows your environment joins a live bridge. Zero cold-start, no re-explaining your topology.
Root cause isolated
Direct broker access, log and metric review, and a working hypothesis with a rollback plan before we touch anything.
Written RCA
Documented root cause, the fix applied, and the prevention steps — delivered after every P1, not just when asked.
SLA tiers, contractually guaranteed
Every tier reaches a senior Elasticsearch engineer. There is no tier-1 triage layer to get through.
Production down, messages not flowing, cluster or broker failure
Severe degradation, rising error rates, approaching capacity limits
Performance issues, configuration problems, non-critical failures
Questions, guidance, best practices, non-urgent improvements
Elasticsearch problems we fix every week
These are real symptoms from real Elasticsearch production environments — and the first thing our engineers check when one comes in.
Elasticsearch problems we've already solved
Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.
Everything in your Elasticsearch support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
We support Elasticsearch wherever it's deployed
Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.
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 index templates, your shard counts, and your ingest pattern — so a P1 call opens with diagnosis instead of twenty minutes explaining your cluster layout.
No Tier-1 Triage Layer
You reach a senior Elasticsearch engineer directly by phone, email, or Slack. Nobody collects information to pass along, and there is no escalation approval sitting between you and the person who can fix it.
We Fix the Data Model, Not Just the Cluster
Most Elasticsearch incidents trace back to mappings, shard strategy, or a query nobody costed. We work at that layer — analyzers, field types, ingest pipelines, index lifecycle — not only at the node and JVM level.
Genuine Follow-the-Sun Coverage
Engineers across 26+ countries and every time zone. Your 3am cluster red is someone's mid-afternoon — no overnight skeleton crew, no waiting for a region to come online.
Proactive, Not Just Reactive
Quarterly cluster health reviews plus shared intelligence across our support base. When a version-specific bug surfaces on one customer's cluster, every affected customer hears about it before it reaches their production.
Full Stack Around the Cluster
We diagnose across the ingest path, the JVM, storage latency, and Kubernetes scheduling — because a cluster that goes red at 4am is often a disk or a noisy neighbour rather than Elasticsearch itself.
Elasticsearch support questions
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.
305-204-2607info@acemq.comMiami, FL 33130
Prefer to talk now? Call us directly or use the consultation tab to find a time that works.