Your first hour of a Redis 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 Redis 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
Redis problems we fix every week
These are real symptoms from real Redis production environments — and the first thing our engineers check when one comes in.
Redis problems we've already solved
Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.
Everything in your Redis support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
We support Redis 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 key patterns, your persistence choice, and your failover topology — so a P1 call starts with diagnosis instead of you describing your setup while latency climbs.
No Tier-1 Triage Layer
You reach a senior Redis 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 SLOWLOG and a LATENCY DOCTOR report.
Data Model, Not Just Config
Vendors tune parameters. A large share of Redis incidents trace to a single unbounded collection, a missing TTL, or an O(N) command on the hot path — and no amount of maxmemory tuning fixes those. We review the access pattern, not just redis.conf.
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 health checks covering memory headroom, fragmentation trend, big-key growth, and eviction rate — so you resize before an eviction storm rather than after one takes your cache hit rate to the floor.
Managed Redis, Fully Covered
ElastiCache, MemoryDB, Azure Cache, and Memorystore remove node management but leave you every problem that causes real incidents. We support managed Redis as a first-class environment, working from parameter groups and metrics when shell access does not exist.
Redis 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.