What does AceMQ Tanzu Postgres support include?

Our support covers 24/7 emergency incident response with a 15-minute SLA, root cause analysis on every P1, query and vacuum tuning, operator and Kubernetes operations, backup and point-in-time recovery assurance, major 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.

We're getting transaction ID wraparound warnings. How urgent is that?

Urgent, but almost always fixable well before the database stops accepting writes. Wraparound warnings mean autovacuum has not been able to freeze old rows, and the reason is nearly always something holding xmin back — a stale replication slot from a decommissioned replica, an orphaned prepared transaction, or a session left idle in transaction. Clearing that holder lets freezing proceed, and only then does autovacuum tuning matter. We handle these as P1 and typically have the blocker identified inside the first hour.

How fast do you respond to a Postgres production outage?

P1 emergencies — database unreachable, commits hanging, failover not completing — 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.

Do you support PostgreSQL outside the Tanzu operator?

Yes. We support Tanzu for PostgreSQL, other Kubernetes operators, Patroni clusters on VMs, and traditional bare-metal deployments, including estates that run several of these at once. The Tanzu operator changes how failover and upgrades are orchestrated, but xmin, autovacuum, WAL, and the planner behave the same everywhere — and that is where most incidents originate.

Our failover didn't trigger even though the primary was clearly broken. Why?

Usually because the health check was answering a narrower question than you assumed. A primary that has exhausted max_connections, filled its data volume, or wedged on a synchronous standby will still complete a TCP handshake and can still pass a shallow readiness probe, so the operator sees a healthy leader and never promotes. We review the probe definition against the failure modes you actually need it to catch, then verify the change by inducing those failures in a non-production cluster rather than assuming.

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

Yes, and it is a frequent reason Tanzu customers reach out. As Broadcom's VMware Expert Advantage Partner of the Year for the Americas, we reconcile deployed instances and core counts against purchased entitlements, surface true-up exposure ahead of an audit, and negotiate renewal and multi-year terms. Licensing quotes come back within 24 hours, from the same team that sizes your clusters.

How is AceMQ Tanzu Postgres support priced?

Support is priced as an annual contract based on your instance count, 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 Postgres Support

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

AceMQ is Broadcom's VMware Expert Advantage Partner of the Year for the Americas. Our senior DBAs run PostgreSQL on Kubernetes under the Tanzu operator — autovacuum falling behind on freeze, connection storms after a rolling restart, a synchronous standby blocking every commit, and checkpoint stalls that are really PVC IOPS limits. Every ticket reaches a named engineer who already knows your cluster.

Senior Tanzu Postgres 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 Postgres by teams in finance, healthcare, defense, and telecom

Escalation Path

Your first hour of a Tanzu Postgres 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 Postgres 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 Postgres problems we fix every week

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

Symptom you're seeingWhat we check firstTypical resolution

Wraparound warnings in the log, or the database refuses to accept commands

What we check firstage(datfrozenxid) per database and the oldest relfrozenxid, then whatever is holding xmin back — normally a stale replication slot, an abandoned prepared transaction, or a long idle-in-transaction session. Autovacuum cannot freeze past the oldest xmin, so raising its aggressiveness does nothing until that holder is cleared.

Typical resolution2–4 hours

"Too many connections" storms every time pods roll

What we check firstmax_connections against pool size multiplied by replica count. Horizontal scaling multiplies client-side pools while the server ceiling stays fixed, so a rolling restart reconnects everything at once. The durable fix is pgbouncer in transaction mode sized to the database, not to the application.

Typical resolution1–3 hours

Commits hanging on the primary while the database looks otherwise healthy

What we check firstsynchronous_standby_names and the standby's flush and replay lag. A synchronous replica on a slower storage class blocks every commit on the primary — the primary's own metrics look fine, which is exactly why this one takes teams so long to spot.

Typical resolutionUnder 2 hours

Periodic write latency spikes and long checkpoint times on Kubernetes

What we check firstPVC IOPS and burst-credit consumption against checkpoint volume, then checkpoint_timeout, max_wal_size, and bgwriter settings. Most of these are storage class problems wearing a Postgres costume — the tuning helps, but not if the volume runs out of burst credit every afternoon.

Typical resolution2–4 hours

Primary is unhealthy but the operator never promoted a replica

What we check firstThe operator and Patroni health check definition and what it actually probes. A primary that accepts TCP but cannot serve queries — out of connections, or stuck on a full disk — passes a naive readiness probe indefinitely, so failover never triggers.

Typical resolution2–4 hours

Sequential scans and growing disk on a table that should be small

What we check firstDead versus live tuple counts in pg_stat_user_tables alongside the oldest idle-in-transaction backend. A long-open transaction anywhere in the cluster prevents vacuum from reclaiming rows everywhere, so the bloat and the offending session are frequently in different applications.

Typical resolutionSame day

Point-in-time recovery fails, or backups turn out to be incomplete

What we check firstpg_stat_archiver failed_count and the object-store credentials and retention policy. Failed archive commands accumulate silently for weeks — nothing alerts, nothing degrades, and the gap is discovered at the exact moment you need to restore.

Typical resolution1–3 hours

Resolution times reflect typical Tanzu Postgres 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 Postgres support contract

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

Emergency Incident Response

Database unreachable, commits hanging, or a failover that didn't happen. A senior PostgreSQL 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 vacuum policy, pool configuration, or storage class change that prevents recurrence. Delivered as standard, not on request.

Query & Vacuum Tuning

EXPLAIN ANALYZE plan review, index strategy across B-tree, GIN, GiST, and BRIN, autovacuum sizing for your write pattern, partitioning for large tables, and pgbouncer pool configuration that matches your workload.

Operator & Kubernetes Operations

Tanzu Postgres operator upgrades, instance CR changes, storage class and PVC sizing, pod anti-affinity for zone-aware placement, and health checks that actually detect an unhealthy primary.

Backup, PITR & DR Assurance

WAL archiving verified end to end, restore testing that performs a real restore on a schedule, retention policy review, and documented recovery runbooks with measured recovery times rather than estimates.

Broadcom Licensing & Entitlement

As Broadcom's Expert Advantage Partner of the Year, we handle Tanzu for PostgreSQL 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 Postgres wherever it's deployed

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

Kubernetes & OpenShiftVMware vSphere & TanzuTanzu Platform / Cloud FoundryAWS (EC2, EKS)Microsoft Azure (AKS)Google Cloud (GKE)Bare metal & on-premiseHybrid cloudAir-gapped / no outbound accessPostgreSQL 13 through 17Patroni-managed HA clusterspgbouncer / connection pooling tiers

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 means an escalation path into Tanzu engineering when a problem is genuinely an operator defect, and one team covering both your support and your subscription.

Named DBAs, Zero Cold Start

The same senior DBAs stay on your account. They know your instance topology, your storage class, and your write profile — so a P1 starts with diagnosis instead of you explaining your cluster while commits are hanging.

No Tier-1 Triage Layer

You reach a senior PostgreSQL DBA directly by phone, email, or Slack. No help desk collecting information to pass along, no escalation approval between you and someone who can read pg_stat_activity against your storage metrics.

Database and Platform, Not One or the Other

Postgres on Kubernetes fails in ways bare-metal Postgres does not: PVC throughput limits, probes that misjudge health, pods rescheduled mid-checkpoint. We diagnose the database and the platform together, because splitting them across two vendors is how incidents stretch into days.

Genuine Follow-the-Sun Coverage

Engineers across 26+ countries and every time zone. Your 3am replication stall 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 freeze age, bloat, slot retention, and backup verification — plus shared intelligence across our support base when a version-specific bug surfaces on someone else's cluster first.

FAQ

Tanzu Postgres support questions

Find Out Your Backups Work Before You Need Them

Whether you need emergency response tonight or a support contract that catches freeze age and archive failures before they become an outage, AceMQ staffs every engagement with a named senior PostgreSQL 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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