Your first hour of a Redpanda 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 Redpanda 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
Redpanda problems we fix every week
These are real symptoms from real Redpanda production environments — and the first thing our engineers check when one comes in.
Redpanda problems we've already solved
Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.
Everything in your Redpanda support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
We support Redpanda 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 cluster topology, your partition layout, and which client libraries you run — so a P1 starts with diagnosis, not twenty minutes of explaining your environment.
No Tier-1 Triage Layer
You reach a senior Redpanda engineer directly by phone, email, or Slack. No help desk collecting information to pass along, no escalation approval process standing between you and someone who can fix it.
We Know Where Redpanda and Kafka Diverge
The Kafka-API compatibility is real but not total. We know precisely which broker behaviors, admin API edge cases, and transactional semantics differ, which matters more when your client libraries assume Kafka specifics.
Genuine Follow-the-Sun Coverage
Engineers across 26+ countries and every time zone. Your 3am leadership-flap 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 on tiered storage lag and core utilization, plus shared intelligence across our support base. When a version-specific issue surfaces on one customer's cluster, every affected customer hears about it before it reaches their production.
Honest About the Kafka Comparison
We won't oversell operational simplicity as a reason to migrate if your actual pain points are elsewhere. We diagnose whether Redpanda genuinely solves your specific Kafka operational burden before recommending a migration.
Redpanda 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.