Expert Support for Every Technology You Actually Run.

It is not one team covering everything. AceMQ staffs specialists per platform — the engineer who answers a Redis eviction problem is not the one who answers a Kafka rebalance — and the SLA is what is shared, not the expertise. The depth claim is narrower than it looks: these are all infrastructure platforms with overlapping failure modes around clustering, replication, memory and network partitions, so the underlying skill transfers even where the product does not. Ask about your specific platform and we will tell you plainly how deep the bench is on it.

A response, not a resolution. Within 15 minutes a senior engineer who already knows your environment is on a live bridge with you — that is the commitment. Resolution time depends on the problem, and any vendor promising otherwise is describing something they cannot control. What we do commit to beyond the response is that you never explain your topology to a level-one script reader first, and that a written root cause analysis follows every P1.

Both, and the open-source side is the point. Most vendors will support only their own distribution, which is why teams on community builds end up with no route to a security fix once their version ages out. AceMQ supports the open-source build you are actually running, including versions upstream has stopped maintaining, with fixes backported to your build rather than delivered as an upgrade demand.

Commercially it usually consolidates several support lines into one, which is where the saving comes from. Operationally the bigger difference is escalation: with per-vendor support, an incident that spans two platforms — a queue backing up because a database is slow — becomes a dispute about whose problem it is. One provider covering both removes that argument, which is normally where the hours go during an outage.

We say so, early. For platforms where we hold a vendor partnership — RabbitMQ through Broadcom, with direct access to the core team — genuine product defects get escalated to the people who maintain the source. Where no such route exists, the honest answer is a documented workaround and a clear statement of what it does and does not cover. You should be suspicious of anyone who says this question never comes up.

Yes, and most engagements do. Support is scoped per platform and per environment, so bringing us in on the one system that keeps waking people up is a normal starting point. There is no requirement to consolidate everything, and no penalty for not doing so — the consolidation case tends to make itself after the first cross-platform incident.

Per core, counted across every environment — production, pre-production, staging and disaster recovery — on the same basis as licensing. Terms run up to three years and a longer term is normally the cheaper way to buy where the estate is stable. Written quotes come back within 24 hours of an agreed core count, with the SLA and scope stated in writing so it can go straight to procurement.