Your first hour of a Prometheus 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 Prometheus 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
Prometheus problems we fix every week
These are real symptoms from real Prometheus production environments — and the first thing our engineers check when one comes in.
Prometheus problems we've already solved
Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.
Everything in your Prometheus support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
We support Prometheus 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 scrape topology, your series budget, and your alert routing — so a P1 call opens with diagnosis instead of you describing the setup.
No Tier-1 Triage Layer
You reach a senior engineer directly by phone, email, or Slack. Nobody collects details to pass along, and there is no escalation approval standing between you and the person who can fix it.
Cardinality Is the Job, Not a Footnote
Most Prometheus incidents are one metric with one bad label. We find it fast, drop it at the correct layer, and fix the instrumentation — rather than doubling the memory limit and waiting for the same page in six weeks.
The Whole Stack, Including Grafana
Prometheus almost never runs alone. We support the Grafana on top, the Thanos or Mimir behind it, the exporters feeding it, and the Kubernetes underneath — so nothing gets handed back as somebody else's layer.
Genuine Follow-the-Sun Coverage
Engineers across 26+ countries and every time zone. Your 3am page is someone's mid-afternoon — no overnight skeleton crew, no waiting for a region to come online.
Proactive, Not Just Reactive
Quarterly reviews of series growth, rule evaluation timing, and storage headroom, so you resize ahead of the OOM rather than during it. Cardinality problems announce themselves weeks before they page anyone.
Prometheus 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.