01
Emergency Incident Response
Database down, standby behind, archive full, or a patch that broke an application. An AceMQ engineer and a partner Oracle DBA join a live bridge within 15 minutes, 24/7, to diagnose, not to acknowledge a ticket.
Oracle Database Support
Third-Party Oracle Database Support, 24/7, with Emergency Response
Last reviewed by Tyler Eastridge
AceMQ provides 24/7 third-party Oracle Database support for 19c, 21c and 26ai: an AceMQ engineer and a partner Oracle DBA on a live bridge within 15 minutes of a P1, a written root-cause analysis after each one, and Release Update and upgrade planning against Oracle's lifecycle dates. It works alongside Oracle Support or after you let it lapse. AceMQ does not produce Oracle patches, which need an Oracle support contract.
Support quotes answered within 1 hour, by a senior engineer.
- min emergency SLA
- 15
- across Americas, EMEA, APAC
- 24/7
- AceMQ customers
- 160+
- years in business
- 10+
Planning a build, upgrade or migration instead? See AceMQ Oracle Database consulting and services.
Customers
Partners
Incident Triage
Oracle Database problems we diagnose
Common symptoms in Oracle Database production environments, and the first thing an engineer checks when one comes in.
| Symptom you're seeing | What we check first | Typical resolution |
|---|---|---|
| ORA-01555 snapshot too old on a long report or export | The longest query against undo retention. We read V$UNDOSTAT for the longest running query and unexpired undo blocks, then check whether delayed block cleanout or a fetch across commits is the cause. Raising undo_retention only helps if the undo tablespace can hold it. | Undo sizing, or the query or batch pattern |
| ORA-04031 unable to allocate shared memory | Shared pool use in V$SGASTAT and the parse pattern. Applications that build SQL with literals fill the shared pool with one-off statements, so we look at the cursor count per SQL text before touching memory settings. | Bind variables first, then SGA sizing |
| ORA-00257 archiver error, database stops accepting changes | The fast recovery area and archive destination in V$RECOVERY_FILE_DEST, then why archived logs are not being deleted: a backup policy that does not cover them, or a Data Guard standby that has not applied them yet. | Backup and deletion policy, or the standby gap |
| A Data Guard standby is hours behind | Transport lag against apply lag in V$DATAGUARD_STATS, then V$ARCHIVE_GAP and the broker status. Transport lag points to network or redo volume; apply lag points to the standby's I/O, a long-running recovery operation or too few standby redo logs. | Transport or apply tuning, standby redo log sizing |
| A query plan changed after a patch, upgrade or statistics job | The same SQL_ID with two plan hash values, from AWR history where Diagnostics Pack is licensed or from Statspack where it is not. We compare the plans, then check what changed: statistics, an optimizer parameter or a bind peek. | Statistics, or a SQL plan baseline to pin the good plan |
| A RAC node is evicted from the cluster | The Clusterware alert log and ocssd log on the evicted and surviving nodes, the private interconnect, and whether a CPU or memory stall delayed the heartbeat past the misscount. Time sync between nodes is checked too. | Interconnect or host fix, then Clusterware settings |
| ORA-12516 or ORA-12519 during a connection storm | The processes and sessions limits against actual usage in V$RESOURCE_LIMIT, and the application connection pool size. A pool that grows past what the database allows produces listener errors long before the CPU is busy. | Pool sizing, then processes and sessions |
| A scanner flags missing Critical Patch Updates | The Release Update level on each home from opatch lspatches and DBA_REGISTRY_SQLPATCH, against the quarterly Critical Patch Update. Whether the fix can be applied depends on a valid Oracle support entitlement to download it. | Patch window with rollback, or a documented exception |
Typical resolution describes the usual fix for each symptom. Every P1 closes with a written root-cause analysis.
What's Included
Everything in your Oracle Database support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
- 02
Root Cause Analysis
Every P1 closes with a written RCA: what failed, why, the fix applied and the configuration or code change that prevents a repeat. Delivered as standard, not on request.
- 03
Release Update and Upgrade Planning
Quarterly Release Update planning with rollback, and the upgrade path from 12c or 18c to 19c and from 19c to 26ai, rehearsed on a copy before it touches production.
- 04
Lifecycle and Exposure Advisory
Which of your releases are in Premier, Extended or Sustaining Support, what each stage leaves out, and what that means for patching and for the Java 8 limits Oracle states for some 19c ports.
- 05
Backup, Recovery and Standby Review
RMAN policy, a timed restore against your recovery target, and Data Guard lag and failover runbooks. The review that finds the backup nobody has restored.
- 06
Performance and Configuration Review
The slowest recurring SQL, plan stability, memory and I/O, using only the diagnostic tools your license covers. We check which Management Packs are enabled before pulling AWR or ASH data.
Why AceMQ
What you get that you don't get elsewhere
The Same Engineers on Your Account
The same AceMQ engineer and partner DBA stay on your account. They know your homes, backup tooling and which standby is which, so a P1 call starts with a hypothesis rather than an interview.
No Help-Desk Layer
You reach a senior engineer directly by phone, email or Slack. No queue collecting details to relay, and no approval between you and someone who can read an alert log and act.
Honest About What We Cannot Patch
AceMQ does not produce Oracle patches, and says so before you sign. If you drop Oracle support, we tell you what stays exposed, so the decision is made with the facts.
License-Aware Diagnostics
AWR, ASH and the tuning tools belong to extra-cost packs on Enterprise Edition. We check what is licensed first and use Statspack or other methods where it is not.
Cover Across Time Zones
AceMQ staffs 24/7 across the Americas, EMEA and APAC, so your 3am alert reaches someone in working hours.
One Contract Across Your Data Stack
Oracle sits next to PostgreSQL, Kafka and other systems in most estates. One AceMQ contract and SLA can cover them, with multi-technology discounts.
We support Oracle Database wherever it's deployed
Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.
- Oracle Database 19c, 21c and 26ai
- Enterprise Edition and Standard Edition 2
- Single instance, RAC and Data Guard
- Multitenant and non-CDB databases
- Virtual machines
- On-premises servers
- AWS, Azure and Google Cloud instances you run
- Hybrid estates
- Exadata and Oracle Cloud Infrastructure, scoped case by case
Version coverage
Oracle Database releases and support dates
Oracle sets support dates by release. AceMQ supports the releases below 24/7. Patches for them come from Oracle, and AceMQ plans which release you should be on and when.
| Oracle Database release | Release type | Oracle Premier Support ends | Oracle Extended Support ends | AceMQ coverage |
|---|---|---|---|---|
| Oracle AI Database 26ai | Long Term Support, released October 2025 (formerly 23ai) | December 2031 | Not yet set by Oracle | 24/7 support |
| Oracle Database 21c | Innovation Release, August 2021 | July 2027 | Not available | 24/7 support |
| Oracle Database 19c | Long Term Support, April 2019 | 31 December 2029 | 31 December 2032 | 24/7 support |
| Oracle Database 18c | July 2018 | June 2021 (ended) | Not available | Scoped case by case, with an upgrade plan |
| Oracle Database 12.2.0.1 | March 2017 | 30 November 2020 (ended) | Not available | Scoped case by case, with an upgrade plan |
| Oracle Database 12.1 Enterprise Edition | June 2013 | July 2018 (ended) | July 2022 (ended) | Scoped case by case, with an upgrade plan |
Source: Oracle Technology Products Lifetime Support Policy, effective 2 October 2026, read on oracle.com on 31 October 2026. Oracle lists 26ai in place of 23ai: the 23ai release was renamed 26ai and carries release number 23.26. Oracle's footnote for 19c excludes support for Java 8 related third-party software from 1 May 2027 and says Java 8 Extended Support ends in December 2030, mainly affecting the AIX, zLinux, HP-UX, Solaris and Windows ports. Sustaining Support continues indefinitely for every release but does not include new fixes or security updates.
The dates and options in more detail: Oracle 19c end of life.
What third-party means
What third-party Oracle support can and cannot replace
Third-party support covers the people and process around the database. It does not cover Oracle's patch stream, and a page that blurs the two sends buyers into the wrong decision.
What AceMQ provides
Engineers who run, troubleshoot and patch the database, on-call response, root-cause analysis, upgrade planning and lifecycle advice, under one AceMQ contract and SLA.
What stays with Oracle
Release Updates, Critical Patch Updates and bug fixes. They need an active Oracle support contract to download, so they remain Oracle's to supply.
If you let Oracle support lapse
The database keeps running on the last patch you downloaded and gets no new security fixes. We map the exposure and the controls around it, and you decide with the facts. Check your agreement for the terms to reinstate.
If you are staying on 19c
Oracle's current policy gives 19c Premier Support to the end of 2029 and Extended Support to the end of 2032 at an additional fee, so the 19c plan can be a deliberate one. We help you decide where the line is.
Oracle's date table has been revised in the past, so the dates below are re-read from its current policy document.
Escalation Path
Your first hour of an Oracle Database outage
Every tier reaches a senior Oracle Database engineer. There is no tier-1 triage layer to get through.
- 15 minfirst responseEmergencyProduction down, messages not flowing, queue manager failure
- 1 hourfirst responseCriticalSevere degradation, high error rates, approaching capacity
- 4 hoursfirst responseHighPerformance issues, configuration problems, non-critical failures
- Next Dayfirst responseStandardQuestions, guidance, best practices, non-urgent improvements
P1 escalation path
A replay of one P1, from the first page to the written root-cause analysis
T+Elapsed15:00
15-minute P1 response, 24/7.
A response time, not a resolution time.
- T+00:00Paged
P1 opened, on-call engineer paged
Phone, email or Slack reaches the on-call senior engineer directly, whether the incident is in RabbitMQ, Kafka, Redis, PostgreSQL or Kubernetes. No web form, no tier-1 queue.
- T+15:00Live
Senior engineer on your bridge
A senior engineer who already knows your environment joins a live bridge, so nobody has to re-explain your topology.
- T+30:00If needed
Specialists across the stack join
When an incident crosses components, the engineers who know each one join. For RabbitMQ, the path runs to the core team.
- AfterEvery P1
Written root-cause analysis
Root cause, the fix applied and the prevention steps, delivered after every P1.
Pricing
What does AceMQ Oracle Database support cost?
AceMQ Oracle Database support contracts typically run $24,000–72,000 a year, depending on SLA level, scope (number of clusters or nodes, and environments) and deployment (on-premises, virtualized, cloud-hosted or Oracle Cloud).
| What moves the price | How it changes the contract |
|---|---|
| SLA level | Business-hours cover costs less than 24/7 cover with a 15-minute emergency response. |
| Scope | More clusters or nodes, and more environments, make a larger contract. |
| Deployment | Self-managed, cloud-managed and Kubernetes estates need different amounts of hands-on work. |
Covering several technologies under one contract, for example RabbitMQ, Kafka and Redis, earns an aggressive discount.
Typical engagements
How Oracle Database engagements run
Typical engagement scenarios: what the work covers and what it delivers. They describe the service, not past results.
Oracle to PostgreSQL Assessment and Proof of Value
Regional Insurer
A typical engagement for a team weighing an exit from Oracle: classify every object by conversion effort, then convert and test one representative database before committing to the rest.
PostgreSQLOracle DatabaseOra2PgAWS DMS
Debezium Oracle LogMiner Lag Remediation
Regional Retail Bank
Bringing an Oracle change data capture pipeline back inside its batch window after nightly jobs left the Debezium connector hours behind the source.
DebeziumOracle
Kafka
KubernetesDebezium MySQL Binlog Retention and Schema History Support
Online Travel Platform
Ongoing support for a MySQL change data capture pipeline that needed a full re-snapshot after a planned outage outlasted binlog retention and a trimmed schema history topic.
Debezium
MySQLSQL ServerOracle DatabaseKafka
Amazon RDS
Oracle Data Guard Failover Readiness Review
Regional Insurer
A typical engagement to find out whether an Oracle Data Guard standby will really take over: transport and apply lag, protection mode, redo sizing, failover runbooks and client reconnection.
Oracle DatabaseData GuardRMANLinux
Remote Oracle DBA Cover for a Small Platform Team
SaaS Platform Team
A typical engagement where a lean platform team adds remote Oracle DBA cover: on-call, restore testing, patch windows and a monthly review, without hiring a second DBA.
Oracle DatabaseRMANPrometheusLinuxOracle 19c to 26ai Upgrade Planning
Industrial Manufacturing Group
A typical engagement to decide whether Oracle databases should stay on 19c or move to 26ai, and to plan the multitenant conversion, AutoUpgrade run and rollback for the ones that move.
Oracle DatabaseAutoUpgradeMultitenantLinux
Support options
Four tiers of Oracle Database support.
AceMQ offers Oracle Database support in four tiers, each handing more of the day-to-day work to AceMQ: 24/7 support and emergency response for databases your team runs, proactive reviews that find backup, standby and patch problems first, managed Oracle Database on your own infrastructure, and managed Oracle Database on AceMQ infrastructure. Oracle Database 19c, 21c and 26ai are covered by AceMQ engineers working with partner Oracle specialists. Oracle patches still come from Oracle.
- Tier 1
Oracle Database 24/7 Support & Incident Management
You run it, we back you up
- 15-minute P1 response, 24/7, by phone, email or Slack
- An AceMQ engineer plus a partner Oracle DBA
- Written root-cause analysis after every P1
Best for: Teams that run Oracle themselves and need a second pair of senior hands when a database misbehaves at 3am.
- Tier 2
Oracle Database 24/7 Support with Proactive Monitoring
You run it, we watch it with you
- Scheduled reviews of backup, standby, redo and archive handling
- Restore tests against your recovery targets
- Release Update planning and lifecycle dates for your releases
Best for: Teams that want the missing backup or the lagging standby found in a review, not in an outage.
- Tier 3
Managed Oracle Database on Your Infrastructure
We run it in your cloud or data centre
- AceMQ holds the pager for your Oracle databases
- Patch windows planned, staged and rolled back if needed
- Runs on physical servers, virtual machines or cloud instances you own
Best for: Regulated estates that must keep databases inside their own boundary and want someone else on the rota.
- Tier 4
Fully Managed Oracle Database on AceMQ Infrastructure
We host it and run it, as a service
- Hosted and operated by AceMQ
- Patching, backups and monitoring included
- Quoted per estate, not per ticket
Best for: Teams that want Oracle Database without an Oracle on-call rota.
| Who does what | Tier 1 24/7 support | Tier 2 Proactive monitoring | Tier 3 Managed, your infrastructure | Tier 4 Fully managed by AceMQ |
|---|---|---|---|---|
| Who runs Oracle Database day to day? | Your team | Your team, with AceMQ reviews | AceMQ | AceMQ |
| Where does it run? | Your infrastructure | Your infrastructure | Your cloud account or data centre | AceMQ infrastructure |
| 24/7 incident response | 15-minute P1 response | 15-minute P1 response | 15-minute P1 response | 15-minute P1 response |
| Health checks and CVE alerts | On request | Scheduled | Included | Included |
| Patching and upgrades | Your team, AceMQ advises | Planned with AceMQ | Done by AceMQ | Done by AceMQ |
| Monitoring and on-call | Your team | Your team | AceMQ | AceMQ |
| Data, keys and accounts | Yours | Yours | Yours | Your data, hosted by AceMQ |
Every Tier can start as an ad hoc engagement or an annual partnership, and you can move up or down a Tier as your team changes.
One partner for Oracle Database
Everything else AceMQ does for Oracle Database.
Support is one part of what AceMQ does for Oracle Database. The same engineers deliver consulting, health checks, migrations and end-of-life cover, and support the systems that usually run next to it.
- ConsultingOracle Database consulting and services
- Managed servicesManaged Oracle Database services
- MigrationOracle Database migration
- LifecycleEnd-of-life software support
- Enterprise supportOpen source support across your whole stack
- GuideOracle Database guide
Support for the rest of your stack
Messaging & Streaming
- RabbitMQ supportMessaging & Streaming
- Apache Kafka supportMessaging & Streaming
- IBM MQ supportMessaging & Streaming
- ActiveMQ supportMessaging & Streaming
- Azure Service Bus supportMessaging & Streaming
- Amazon SQS supportMessaging & Streaming
- Google Cloud Pub/Sub supportMessaging & Streaming
- Redpanda supportMessaging & Streaming
- Apache Pulsar supportMessaging & Streaming
- Message Queuing supportMessaging & Streaming
Databases & Caching
Search & Analytics
Lakehouse & Compute
Observability & Monitoring
Data Integration
Cloud & Containers
API Management
See support for all 52 technologiesShow fewer
Related services
What does third-party Oracle Database support from AceMQ include?
Third-party support from AceMQ means 24/7 emergency response with a 15-minute P1 SLA, a written root-cause analysis after every P1, Release Update and upgrade planning, lifecycle advice and backup, standby and performance reviews, delivered by an AceMQ engineer with a partner Oracle DBA. It does not include Oracle patches, which AceMQ does not produce and Oracle supplies only under an active support contract.
Can AceMQ support Oracle Database 19c through to its end of support?
Yes. AceMQ supports 19c 24/7 now and plans the move to 26ai or elsewhere before Oracle's dates: Premier Support to 31 December 2029 and Extended Support, at an additional fee, to 31 December 2032 (Oracle Lifetime Support Policy, read 31 October 2026). The Oracle 19c end-of-life guide on the AceMQ blog covers the Java 8 exclusion and the upgrade routes.
Can we drop Oracle support and use AceMQ instead?
You can, but think it through. AceMQ does not produce Oracle patches, so a database without an Oracle support contract stays on the last Release Update you downloaded and gets no new security fixes. AceMQ keeps the database running and tells you what is exposed. Check your Oracle agreement for the terms to reinstate support before you rely on a way back. Many teams keep Oracle Support and add AceMQ for the engineers.
Which Oracle Database versions does AceMQ support?
Oracle Database 19c, 21c and 26ai, which is the release Oracle previously called 23ai, in Enterprise Edition and Standard Edition 2. Older releases such as 12c and 18c are scoped case by case, usually together with an upgrade plan, since Oracle's own Premier Support for them has ended.
What is the difference between support and managed Oracle Database?
Support means your team still runs the databases and has senior engineers to escalate to for an incident, a patch decision or a design question. Managed services means AceMQ also does the operational work on a schedule, on your infrastructure or ours, and holds the pager. Most teams start with support, add proactive reviews, and move to managed later if they want to.
Can we work with AceMQ on Oracle Database without a long contract?
Yes. AceMQ works on Oracle Database 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 contract that covers 24/7 support and proactive reviews. Many teams start ad hoc and move to an annual contract once the first engagement is done.
How much does AceMQ Oracle Database support or consulting cost?
Every AceMQ proposal is tailored to your requirements: your Oracle Database 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 Oracle Database is deployed, with aggressive discounts when several technologies share one contract. Request a quote and AceMQ replies within 1 hour.
Let's talk
Know What Your Oracle Cover Does and Does Not Include
Reactive cover, proactive reviews, or AceMQ running Oracle Database for you on your infrastructure or ours. A senior engineer scopes it with you, and quote requests are answered within 1 hour.
A senior Oracle Database engineer, not a sales queueQuote requests answered within 1 hourAd hoc engagements or an annual partnership
Production incident right now?Email an Oracle Database Architect
Get in Touch
Talk to an Oracle Database Expert
Send us a message and we'll follow up within 1 hour — or book a free 30-min consultation directly.
305-204-2607info@acemq.com66 W. Flagler St. 9th Floor
Miami, FL 33130
Miami, FL 33130
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