What does AceMQ Greenplum support include?

Our Tanzu Greenplum support covers 24/7 emergency incident response with a 15-minute SLA, root cause analysis on every P1, query and plan tuning, distribution key and partition redesign, HA and backup verification, version upgrades, and Broadcom licensing support. Every ticket is handled by a named senior DBA assigned to your account. There is no tier-1 triage layer and no per-incident charge.

How is this different from the support included with our Broadcom subscription?

Broadcom's support handles vendor-side defects and patch escalations, and it is genuinely good at that. What it does not do is operate your cluster. AceMQ provides hands-on production DBA coverage — reading motion plans, rebuilding distribution keys, running gprecoverseg, sizing statement_mem for your workload. Most of our Greenplum customers run both in parallel, and because we are a Broadcom Expert Advantage Partner we can escalate into Tanzu engineering on your behalf when a problem really is a product bug.

How fast do you respond to a Greenplum production outage?

P1 emergencies — segments down, master unreachable, warehouse unavailable — get a 15-minute first response with a senior DBA joining a live bridge. P2 critical issues are 1 hour, P3 high-priority 4 hours, and P4 standard questions next business day. These are contractual, not best-effort targets.

Can you fix data skew without a full cluster rebuild?

Usually, yes. Skew is a per-table property, not a cluster property, so the fix is redistributing the affected tables rather than rebuilding everything. We identify the skewed tables by row count per gp_segment_id, pick a distribution key with enough cardinality that also serves your dominant join pattern, and redistribute during a window. On very large fact tables this can take a day or more of elapsed time, which is why it is the longest resolution on our triage list — but it is nearly always cheaper than living with it.

Do you handle Greenplum version upgrades and migrations?

Yes. We handle 5.x to 6.x and 6.x to 7.x upgrades with documented rolling procedures, pre-upgrade catalog checks, and a tested rollback plan. We also execute migrations onto Greenplum from Teradata, Oracle, Netezza, and Vertica, including SQL dialect translation and row-level validation before cutover.

Can you help with our Broadcom Tanzu Greenplum licensing and true-up?

Yes, and this is a common reason Tanzu customers call us. As Broadcom's VMware Expert Advantage Partner of the Year for the Americas, we reconcile deployed cluster capacity against purchased entitlements, flag true-up exposure before an audit finds it, and negotiate renewal and multi-year terms. Licensing quotes come back within 24 hours, and the engineers who size your cluster are the same team advising on what you actually need to license.

How is AceMQ Greenplum support priced?

Support is priced as an annual contract based on cluster size, required SLA tier, and coverage hours — not per incident or per ticket. Calling us during an outage never carries a cost decision. Contact us for a quote; we turn them around within 24 hours.

Tanzu Greenplum Support

24/7 Tanzu Greenplum Support with a 15-Minute Emergency SLA

AceMQ is Broadcom's VMware Expert Advantage Partner of the Year for the Americas. Our senior MPP DBAs run Greenplum in production — segment failures and mirror recovery, distribution skew, spill files filling segment disks, and ORCA plans that broadcast when they should redistribute. Every ticket reaches a named engineer who already knows your cluster layout.

Senior Tanzu Greenplum engineers on call right now — 24/7/365

15 min emergency SLA24 /7 global coverage130 + enterprise customers26 + countries served

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Trusted for mission-critical Tanzu Greenplum by teams in finance, healthcare, defense, and telecom

Escalation Path

Your first hour of a Tanzu Greenplum outage

Most vendors publish an SLA number. This is what actually happens, minute by minute, when you page a senior AceMQ engineer.

T+0

You page us

Phone, email, or Slack — any channel reaches the on-call senior engineer directly. No web form, no tier-1 queue.

T+15

Named engineer live

A senior engineer who already knows your environment joins a live bridge. Zero cold-start, no re-explaining your topology.

T+30

Root cause isolated

Direct broker access, log and metric review, and a working hypothesis with a rollback plan before we touch anything.

Post

Written RCA

Documented root cause, the fix applied, and the prevention steps — delivered after every P1, not just when asked.

Response Times

SLA tiers, contractually guaranteed

Every tier reaches a senior Tanzu Greenplum engineer. There is no tier-1 triage layer to get through.

P1 — Emergency

15 min

Production down, messages not flowing, cluster or broker failure

P2 — Critical

1 hour

Severe degradation, rising error rates, approaching capacity limits

P3 — High

4 hours

Performance issues, configuration problems, non-critical failures

P4 — Standard

Next day

Questions, guidance, best practices, non-urgent improvements

Incident Triage

Tanzu Greenplum problems we fix every week

These are real symptoms from real Tanzu Greenplum production environments — and the first thing our engineers check when one comes in.

Symptom you're seeingWhat we check firstTypical resolution

One segment runs 5–10x longer than the rest — query time is a single segment

What we check firstRow distribution per gp_segment_id on the largest fact tables. A distribution key with low cardinality, heavy NULLs, or a DISTRIBUTED RANDOMLY table joined on a skewed column puts most of the data on one segment, and every query then waits on that segment.

Typical resolution1–2 days

Segment down, cluster running in change-tracking mode after a mirror promotion

What we check firstgp_segment_configuration for role/preferred_role and mode mismatches, then the failed primary's logs to establish whether the host, the disk, or the process died. That decides gprecoverseg incremental vs. full — and full recovery needs verified disk headroom before it starts.

Typical resolution2–4 hours

Queries abort with "no space left on device", then disk usage drops back to normal

What we check firstSpill file volume in pgsql_tmp per segment against statement_mem and the gp_workfile limits. A single under-memoried hash join spilling across every segment can fill a data volume in minutes and then clean up after itself, hiding the evidence.

Typical resolutionUnder 2 hours

Append-optimized tables getting slower month over month despite regular VACUUM

What we check firstHidden-row fraction on the AO tables and bloat via gp_toolkit. VACUUM on an append-optimized table only compacts a segment file once the hidden fraction crosses gp_appendonly_compaction_threshold — so a table updated in small batches can bloat indefinitely while VACUUM reports success.

Typical resolutionSame day

A large join went 10x slower after a data load, with no query or schema change

What we check firstEXPLAIN ANALYZE motion nodes. A Broadcast Motion where a Redistribute Motion belongs — almost always ANALYZE not having run after the load, leaving ORCA with stale cardinality on the newly grown table.

Typical resolutionUnder 1 hour

Queries queue and never start; concurrency collapses during the ETL window

What we check firstResource group or resource queue assignment per role via gp_toolkit. Typically one ETL role holding every slot with a memory limit that leaves nothing for interactive users, or a group whose CPU limits were set for a smaller cluster.

Typical resolution1–3 hours

Master out of memory, catalog queries crawling, gpstate slow to return

What we check firstCatalog bloat on pg_attribute and pg_class from heavy temp-table or partition churn, plus master connection count. Catalog bloat needs a VACUUM FULL in a maintenance window — the reactive fix and the pattern that caused it are separate conversations.

Typical resolutionSame day

Resolution times reflect typical Tanzu Greenplum engagements under an active AceMQ support contract. Every P1 closes with a written root-cause analysis.

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What's Included

Everything in your Tanzu Greenplum support contract

No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.

Emergency Incident Response

Segment down, master unreachable, or the nightly load failing with the warehouse due at 6am. A senior Greenplum DBA joins a live bridge within 15 minutes with access to diagnose — not a ticket acknowledgement.

Root Cause Analysis

Every P1 closes with a written RCA: what failed, why, the fix applied, and the distribution key, resource group, or vacuum policy change that stops it recurring. Delivered as standard, not on request.

Query & Plan Tuning

EXPLAIN ANALYZE motion analysis, ORCA vs. legacy planner selection, distribution and partition key redesign, statement_mem sizing, and resource group configuration tuned against your actual workload mix.

HA, Backup & Recovery Assurance

Mirror pair and standby master verification, gpbackup and gprestore scheduling, restore testing that actually restores, and documented gprecoverseg runbooks your team can execute at 3am without us.

Capacity & Growth Reviews

Quarterly reviews of segment disk headroom, skew across your largest tables, spill volume trends, and concurrency ceilings — so you add capacity on a plan rather than during an outage.

Broadcom Licensing & Entitlement

As Broadcom's Expert Advantage Partner of the Year, we handle Tanzu Greenplum subscription questions alongside the technical ones: entitlement reconciliation, true-up exposure, renewal terms, and quotes inside 24 hours.

Anywhere You Run It

We support Tanzu Greenplum wherever it's deployed

Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.

VMware vSphere & TanzuBare metal & on-premiseAWS (EC2, EBS-backed segments)Microsoft AzureGoogle CloudKubernetes & OpenShiftHybrid cloudAir-gapped / no outbound accessGreenplum 6.xGreenplum 7.xLegacy Greenplum 5.xGreenplum Data Suite / gpload

Why AceMQ

What you get that you don't get elsewhere

Broadcom Expert Advantage Partner of the Year

AceMQ holds Broadcom's top VMware partner award for the Americas in 2025. That is not a logo on a page — it means escalation paths into Tanzu engineering when a problem is genuinely a product defect, and it means your licensing and your support come from one team.

Named DBAs, Zero Cold Start

The same senior DBAs stay on your account. They know your segment count, your distribution keys, and which tables skew — so a P1 starts with diagnosis instead of twenty minutes of you describing your cluster.

No Tier-1 Triage Layer

You reach a senior Greenplum DBA directly by phone, email, or Slack. No help desk collecting information to pass along, no escalation approval standing between you and someone who can read a motion plan.

MPP Specialists, Not Postgres Generalists

Greenplum is Postgres at the surface and something else entirely below it. Distribution, motion, segment-local execution, and append-optimized storage have no single-node analogue — and that is exactly where production incidents originate.

Genuine Follow-the-Sun Coverage

Engineers across 26+ countries and every time zone. Your 3am load failure is someone's mid-afternoon — no overnight skeleton crew, no waiting for a region to wake up.

Proactive, Not Just Reactive

Quarterly health checks plus shared intelligence across our support base. When a version-specific bug surfaces on one customer's cluster, every affected customer hears about it before it reaches their production.

FAQ

Tanzu Greenplum support questions

Your Warehouse Shouldn't Go Dark Because One Segment Did

Whether you need emergency response tonight or a support contract that prevents the next failed load, AceMQ staffs every engagement with a named senior Greenplum DBA. Support quotes returned within 24 hours.

Get in Touch

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.

305-204-2607

info@acemq.com

66 W. Flagler St. 9th Floor
Miami, FL 33130

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