Your first hour of a Apache Kafka 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 Apache Kafka 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
Apache Kafka problems we fix every week
These are real symptoms from real Apache Kafka production environments — and the first thing our engineers check when one comes in.
Apache Kafka problems we've already solved
Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.
Everything in your Apache Kafka support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
We support Apache Kafka 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 partition layout, your retention policy, and your consumer topology — so a P1 call starts with diagnosis instead of twenty minutes of you describing your cluster.
No Tier-1 Triage Layer
You reach a senior Kafka engineer directly by phone, email, or Slack. Nobody collects information to pass along, and no escalation approval sits between you and someone who can read a controller log.
Clients and Brokers, Both Sides
Most Kafka incidents are client-side: prefetch, poll loops, commit strategy, or a producer with the wrong acks setting. We debug your Java, Go, Python, or .NET consumers alongside the brokers, because that's where the fault usually is.
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.
Proactive, Not Just Reactive
Quarterly cluster health checks plus shared intelligence across our support base. When a version-specific broker bug or client library regression surfaces on one cluster, every affected customer hears about it before it reaches their production.
Managed Kafka, Fully Covered
Amazon MSK and Confluent Cloud remove some operational surface but not the ones that cause incidents. We support managed clusters as first-class environments, including the parts the provider's own support scope stops short of.
Apache Kafka 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
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