Your first hour of a Starburst 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 Starburst 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
Starburst problems we fix every week
These are real symptoms from real Starburst production environments — and the first thing our engineers check when one comes in.
Starburst problems we've already solved
Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.
Everything in your Starburst support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
We support Starburst 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 catalog topology and which connectors actually push down — so a P1 starts with diagnosis, not you re-explaining your setup.
No Tier-1 Triage Layer
You reach a senior Starburst engineer directly by phone, email, or Slack. No help desk, no escalation approval process standing between you and someone who can fix it.
Connector-Level Expertise
Federated query problems live at the connector boundary, not just the Trino engine. We diagnose pushdown behavior across Iceberg, Delta, Hive, and JDBC connectors, not just the coordinator.
The Whole Lakehouse Triangle
We support Starburst alongside Databricks and Snowflake as a connected stack, so a federated query problem that's really a source-system problem gets diagnosed end-to-end.
Genuine Follow-the-Sun Coverage
Engineers across 26+ countries and every time zone. Your 3am coordinator OOM is someone's mid-afternoon — no overnight skeleton crew.
Full-Stack, Not Just the Engine
Starburst problems are frequently metastore, network, or source-system problems wearing a query timeout. We diagnose across the whole path, not just the Trino layer.
Starburst 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.