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Emergency Incident Response
Collection down, replicas not recovering, indexing stopped or a node out of memory. An AceMQ engineer and a partner Solr specialist join a live bridge within 15 minutes, 24/7, to diagnose, not to acknowledge a ticket.
Apache Solr Support
Apache Solr Support, 24/7, with Emergency Response
Last reviewed by Tyler Eastridge
AceMQ provides 24/7 Apache Solr support for SolrCloud and user-managed clusters: an AceMQ engineer and a partner Solr specialist on a live bridge within 15 minutes of a P1, a written root-cause analysis after each one, and upgrade planning against the Apache project's version status. Apache Solr is community software with no vendor SLA, so AceMQ is the escalation path your team does not otherwise have. AceMQ does not ship its own Solr builds.
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 Apache Solr consulting and services.
Customers
Partners
Incident Triage
Apache Solr problems we diagnose
Common symptoms in Apache Solr production environments, and the first thing an engineer checks when one comes in.
| Symptom you're seeing | What we check first | Typical resolution |
|---|---|---|
| A collection is down or replicas are stuck recovering after a restart | The cluster state in the Collections API and Admin UI, then the ZooKeeper connection and the leader election in the node logs. A shard with no leader-eligible replica up cannot elect one, and PULL replicas are never eligible. | Bring an eligible replica back, or fix the ZooKeeper quorum |
| Long garbage-collection pauses or OutOfMemoryError on a node | Heap use against the filter and query result caches, and which fields facets and sorts run on. Fields without docValues can cost far more heap to facet or sort on, so one high-cardinality facet can dominate memory. | docValues, cache sizing, then heap and node count |
| Queries slowed after a reindex or an upgrade | debugQuery output for the same request before and after, then segment count and merge activity. A changed analysis chain, a new default or a cold cache each leave a different signature in the timing breakdown. | Analysis or request-handler change, or warming and merge settings |
| Indexing stalls or falls behind on a busy collection | autoCommit and autoSoftCommit settings against the update rate, merge pressure and disk I/O. Commits that fire too often create segments faster than merges can combine them. | Commit and merge settings, then batching in the client |
| Replicas serve different results or lag behind the leader | Which replica type each copy is, then replication and update-log state against the leader. NRT replicas index locally; TLOG and PULL replicas copy the index, so a lagging copy points at the leader, the network or the copy's disk. | Replica type and placement, or a rebuild of the stale replica |
| ZooKeeper session expired or connection loss in the Solr logs | ZooKeeper latency and the ensemble's member health, then garbage-collection pauses on the Solr node that outlast the client timeout. A long pause looks identical to a lost network link from ZooKeeper's side. | ZooKeeper capacity, or the Solr heap that caused the pause |
| Exports or crawlers get slower with every page | The request's start offset. Deep paging with a large start value makes every shard return and sort that many documents, so the cost grows with each page. | Cursor-based paging with cursorMark |
| A node refuses to start during a rolling upgrade | The node's version against the highest version already in the cluster. From Solr 9.10, SolrCloud nodes refuse to start if their major.minor version is lower than the cluster's highest, which blocks a rolling downgrade. | Finish the upgrade forward, or restore from backup on a planned window |
Typical resolution describes the usual fix for each symptom. Every P1 closes with a written root-cause analysis.
What's Included
Everything in your Apache Solr 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 schema change that prevents a repeat. Delivered as standard, not on request.
- 03
Version and Upgrade Planning
Where each of your clusters sits against the Apache project's status, and the path to the current line, rehearsed on a copy. The detailed upgrade and migration work is on the Solr consulting page.
- 04
Replica, Shard and ZooKeeper Review
Replica types matched to load, shard counts, backup and restore tested against your recovery target, and ZooKeeper quorum failure runbooks written for your ensemble.
- 05
Query and Index Performance
The slowest recurring queries, cache and commit settings, and the facets and sorts that drive heap use, traced with debug output and metrics rather than guessed at.
- 06
Security and Configuration Hygiene
Authentication, authorization and TLS review, and the defaults that changed in Solr 10, such as JWT blockUnknown now defaulting to true and basic-auth passwords no longer allowed to equal the username.
Why AceMQ
What you get that you don't get elsewhere
The Same Engineers on Your Account
The same AceMQ engineer and partner specialist stay on your account. They know your collections, replica layout and ZooKeeper ensemble, 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 a Solr log and act.
Honest About What We Cannot Patch
AceMQ does not ship Solr builds. Fixes come from Apache releases, and the project says it will not update end-of-life versions. For a cluster on one, we keep it running, show what is exposed and plan the move.
Diagnostics Before Changes
Debug output, metrics and logs first, then a change with a rollback point. No setting is changed to see what happens in production.
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 Search Stack
Solr rarely runs alone. One AceMQ contract and SLA can also cover Elasticsearch, OpenSearch, Kafka and the databases beside it, with multi-technology discounts.
We support Apache Solr wherever it's deployed
Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.
- Apache Solr 8.x, 9.x and 10.x
- SolrCloud with ZooKeeper
- User-managed (standalone and leader-follower) clusters
- SolrJ and HTTP clients, including CloudSolrClient
- Virtual machines
- On-premises servers
- Kubernetes
- AWS, Azure and Google Cloud instances you run
- Hybrid estates
Version coverage
Apache Solr versions and project status
The Apache project sets the status of each release line. AceMQ supports the lines below 24/7, and plans which version you should be on and when. Fixes for them come from Apache.
| Solr line | Apache project status | AceMQ coverage |
|---|---|---|
| Solr 10.x (10.1.0 is the latest release) | Current major version for feature releases (stable) | 24/7 support |
| Solr 9.11 | Last release in the 9.x series; may receive critical bugfix releases | 24/7 support |
| Solr 9.10 and older 9.x | End of life (every release below 9.11) | 24/7 support, with an upgrade plan |
| Solr 8.x | End of life | 24/7 support, with an upgrade plan |
| Solr 7 and older | End of life | Scoped case by case, with an upgrade plan |
Source: Apache Solr downloads page, read on solr.apache.org on 31 October 2026. The page labels all releases below 9.11 as end of life and does not print release or end dates, so none are given here. Solr 10 requires Java 21 or higher and SolrJ 10 requires Java 17 or higher, per the current Solr Reference Guide.
How to decide between upgrading and moving: Solr vs Elasticsearch vs OpenSearch.
Who stands behind Solr
What support means for community software
Apache Solr has no vendor in the loop. A page that blurs that sends buyers into the wrong decision, so this one is plain about who does what.
What AceMQ provides
Engineers who run, troubleshoot and upgrade Solr, on-call response, root-cause analysis, version planning and performance diagnosis, under one AceMQ contract and SLA.
What stays with the Apache project
The releases. Fixes and security updates come from Apache Solr, and AceMQ does not fork or rebuild it. Bugs that need a code fix go to the project.
If you are on an end-of-life version
The project lists every release below 9.11 as end of life and does not update them. We map what is exposed and what controls surround it, and you decide with the facts.
If you are planning the move
Upgrades to Solr 10 and migrations to Elasticsearch or OpenSearch are consulting work, scoped and quoted on the Solr consulting page, with support in place meanwhile.
Escalation Path
Your first hour of an Apache Solr outage
Every tier reaches a senior Apache Solr 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 Apache Solr support cost?
AceMQ Apache Solr 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, Kubernetes or cloud-hosted).
| 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 Apache Solr engagements run
Typical engagement scenarios: what the work covers and what it delivers. They describe the service, not past results.
SolrCloud Replica Recovery and Leader Election Support
Content Publisher
A typical emergency engagement: a SolrCloud shard that stopped accepting updates after a node loss, diagnosed from cluster state, replica types and ZooKeeper, with a written root-cause analysis.
Apache SolrSolrCloudZooKeeperKubernetes
Solr 8 to Solr 10 Upgrade Planning
Software Platform Team
A typical engagement for a team running Solr 8 in production: a written upgrade path to Solr 10 that names every intermediate version, every reindex and every removed feature, rehearsed on a copy first.
Apache SolrSolrCloudZooKeeperJava
Elasticsearch Cluster Stuck Yellow After Node Loss
Global Payments Processor
Emergency remediation of an Elasticsearch cluster that would not return to green after a data node failure, with replicas blocked by disk watermarks.
Elasticsearch
Kibana
LinuxKubernetes
Support options
Four tiers of Apache Solr support.
AceMQ offers Apache Solr support in four tiers, each handing more of the day-to-day work to AceMQ: 24/7 support and emergency response for clusters your team runs, proactive reviews that find replica, ZooKeeper and version problems first, managed Solr on your own infrastructure, and managed Solr on AceMQ infrastructure. Solr 8.x, 9.x and 10.x are covered by AceMQ engineers working with partner Solr specialists. Fixes still come from Apache Solr releases.
- Tier 1
Apache Solr 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 Solr specialist
- Written root-cause analysis after every P1
Best for: Teams that run Solr themselves and need a second pair of senior hands when a cluster misbehaves at 3am.
- Tier 2
Apache Solr 24/7 Support with Proactive Monitoring
You run it, we watch it with you
- Scheduled reviews of replicas, shards and ZooKeeper
- Cache, commit and merge setting reviews
- Version status and upgrade planning for each cluster
Best for: Teams that want the lone eligible replica or the end-of-life version found in a review, not in an outage.
- Tier 3
Managed Apache Solr on Your Infrastructure
We run it in your cloud or data centre
- AceMQ holds the pager for your Solr clusters
- Upgrades planned, staged and rolled back if needed
- Runs on servers, virtual machines, Kubernetes or cloud instances you own
Best for: Regulated estates that must keep search data inside their own boundary and want someone else on the rota.
- Tier 4
Fully Managed Apache Solr on AceMQ Infrastructure
We host it and run it, as a service
- Hosted and operated by AceMQ
- Upgrades, backups and monitoring included
- Quoted per estate, not per ticket
Best for: Teams that want Solr without a Solr 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 Apache Solr 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 Apache Solr
Everything else AceMQ does for Apache Solr.
Support is one part of what AceMQ does for Apache Solr. The same engineers deliver consulting, health checks, migrations and end-of-life cover, and support the systems that usually run next to it.
- ConsultingApache Solr consulting and services
- LifecycleEnd-of-life software support
- Enterprise supportOpen source support across your whole stack
- GuideApache Solr 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 Apache Solr support from AceMQ include?
AceMQ Solr support means 24/7 emergency response with a 15-minute P1 SLA, a written root-cause analysis after every P1, replica, shard and ZooKeeper reviews, performance diagnosis and version planning, delivered by an AceMQ engineer with a partner Solr specialist. It does not include patched Solr builds, which AceMQ does not produce. Fixes come from Apache Solr releases.
Is there commercial support for Apache Solr?
Apache Solr itself is community software: the project has no vendor SLA and says it may be hard to get community help for end-of-life versions. Commercial support comes from third parties. AceMQ is one: 24/7 engineers with a defined P1 response, working on Solr 8.x, 9.x and 10.x, on your infrastructure or in your cloud account.
Can AceMQ support a Solr version that is end of life?
Yes, with limits. The Apache project lists every release older than 9.11, including all of Solr 8, as end of life, so no new upstream fixes arrive. AceMQ keeps the cluster running and diagnoses incidents, tells you what remains exposed and plans the upgrade. It cannot supply patches the project no longer releases.
What is the difference between support and managed Solr?
Support means your team still runs the clusters and has senior engineers to escalate to. 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 Apache Solr without a long contract?
Yes. AceMQ works on Apache Solr 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 Apache Solr support or consulting cost?
Every AceMQ proposal is tailored to your requirements: your Apache Solr 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 Apache Solr is deployed, with aggressive discounts when several technologies share one contract. Request a quote and AceMQ replies within 1 hour.
Let's talk
Get a Named Engineer for Your Solr Clusters
Reactive cover, proactive reviews, or AceMQ running Apache Solr for you on your infrastructure or ours. A senior engineer scopes it with you, and quote requests are answered within 1 hour.
A senior Apache Solr engineer, not a sales queueQuote requests answered within 1 hourAd hoc engagements or an annual partnership
Production incident right now?Email an Apache Solr Architect
Get in Touch
Talk to an Apache Solr 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
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Miami, FL 33130
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