01
Emergency Incident Response
Cache down, writes rejected, or a cluster stuck mid-reshard with production traffic on it. A senior engineer joins a live bridge within 15 minutes with access to diagnose — not a ticket acknowledgement.
Tanzu Valkey Support
24/7 Tanzu Valkey Support with a 15-Minute Emergency SLA
Last reviewed by Scott Sternloff
AceMQ is Broadcom's VMware Expert Advantage Partner of the Year for the Americas. Valkey inherits Redis's operational surface exactly — fork stalls during RDB snapshots, transparent huge pages wrecking tail latency, evictions that never fire, replicas resyncing in a loop. Our engineers have been debugging that surface since long before the fork, and every ticket reaches a named senior engineer who knows your topology.
Support quotes answered within 1 hour, by a senior engineer.
- min emergency SLA
- 15
- across Americas, EMEA, APAC
- 24/7
- enterprise customers
- 160+
- countries served
- 26+
Planning a build, upgrade or migration instead? See AceMQ Valkey consulting and services.
Customers
Partners
Incident Triage
Valkey problems we fix every week
These are real symptoms from real Valkey production environments — and the first thing our engineers check when one comes in.
| Symptom you're seeing | What we check first | Typical resolution |
|---|---|---|
| Periodic latency spikes of hundreds of milliseconds that line up with the save schedule | latest_fork_usec in INFO against the RDB and AOF-rewrite schedule. Fork cost scales with page-table size, not dataset size, and the fork blocks the single event loop — so a large instance can stall every client for half a second on a schedule nobody remembers setting. | Under 2 hours |
| Tail latency far worse than the dataset size should produce, with no obvious cause | Transparent huge pages at the OS level. THP inflates copy-on-write cost after a fork by orders of magnitude, and it is enabled by default on most distributions — this is a one-line host change that resolves latency problems teams have chased for months. | Under 1 hour |
| Writes rejected with an OOM error while memory usage looks like it should be evicting | maxmemory-policy against actual TTL coverage on the keyspace. noeviction rejects writes by design, and volatile-* policies only consider keys that carry a TTL — with mostly persistent keys there is nothing eligible to evict, so the instance fills and stops accepting writes. | Under 1 hour |
| Replicas repeatedly disconnect and fall back to a full resync | client-output-buffer-limit for the replica class and repl-backlog-size against your write throughput. If the replica's output buffer overruns mid-sync the primary drops it, and the resulting full resync generates yet more write load — a loop that gets worse under exactly the traffic that triggered it. | 1–3 hours |
| Cluster resharding stuck with slots left in migrating or importing state | CLUSTER SETSLOT state on both source and target plus the keys still open in the slot. A large collection key migrated with too short a timeout leaves the slot half-moved, and the cluster stays in that state until the slot is explicitly resolved on both ends — retrying the reshard makes it worse. | 2–4 hours |
| One node's CPU pegged at 100% on modest operations per second | SLOWLOG and LATENCY HISTORY, then keyspace notification config and pattern subscriptions. A KEYS scan, an SMEMBERS over a large set, or a broad psubscribe fan-out all run on the event loop, so one expensive client can saturate a node the metrics say is barely loaded. | Under 2 hours |
| Reported memory far above the sum of stored key sizes | mem_fragmentation_ratio and allocator statistics. Fragmentation after a large eviction or expiry wave leaves jemalloc holding pages it cannot return — activedefrag tuning usually fixes it, but the ratio also has to be read correctly, because a value under 1.0 means swapping and is a much more urgent problem. | 1–3 hours |
Resolution times reflect typical Valkey engagements under an active AceMQ support contract. Every P1 closes with a written root-cause analysis.
What's Included
Everything in your Valkey 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 persistence, eviction, or host-level change that prevents recurrence. Delivered as standard, not on request.
- 03
Latency & Memory Tuning
Fork and persistence strategy, THP and kernel parameters, eviction policy against real TTL coverage, fragmentation and defrag settings, hot key detection, and client-side pooling and pipelining.
- 04
Cluster & Failover Operations
Slot distribution and resharding, replica placement, Sentinel or cluster failover timing verified by actual chaos testing rather than assumed, and zero-downtime node addition and removal.
- 05
Redis to Valkey Migration
Command and protocol compatibility assessment, client SDK verification, RDB-based data movement with key-level validation, and cutover with traffic shadowing and a rehearsed rollback.
- 06
Broadcom Licensing & Entitlement
As Broadcom's Expert Advantage Partner of the Year, we handle Tanzu Valkey subscription questions alongside the technical ones: entitlement reconciliation, true-up exposure, renewal terms, and quotes inside 24 hours.
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 gives you an escalation path into Tanzu engineering for genuine product defects, and one team handling both your support and your Valkey subscription.
Named Engineers, Zero Cold Start
The same senior engineers stay on your account. They know your shard layout, your persistence choice, and your access pattern — so a P1 starts with diagnosis instead of you describing your topology while writes are failing.
No Tier-1 Triage Layer
You reach a senior Valkey engineer directly by phone, email, or Slack. No help desk collecting information to pass along, no escalation approval between you and someone who can read a LATENCY report.
Host-Level, Not Just Config-Level
Most Valkey latency problems are kernel problems: transparent huge pages, overcommit settings, swap, NUMA placement, or a noisy neighbour on shared storage. We diagnose down to the host, because that is where the answer usually is.
Genuine Follow-the-Sun Coverage
Engineers across 26+ countries and every time zone. Your 3am eviction storm 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.
We support Valkey wherever it's deployed
Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.
- Kubernetes & OpenShift
- Tanzu Platform / Cloud Foundry
- VMware vSphere & Tanzu
- AWS (EC2, EKS)
- Microsoft Azure (AKS)
- Google Cloud (GKE)
- Bare metal & on-premise
- Hybrid cloud
- Air-gapped / no outbound access
- Valkey Cluster mode
- Sentinel-managed deployments
- Redis 6.x / 7.x estates in migration
Escalation Path
Your first hour of a Valkey outage
Every tier reaches a senior Valkey 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 Valkey support cost?
AceMQ Valkey support contracts typically run $24,000–72,000 a year, depending on SLA level, scope (number of clusters or nodes, and environments) and deployment (self-managed, cloud-managed or Kubernetes).
| 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.
Support In Practice
Valkey problems we've already solved
Valkey support, migration and patching work from AceMQ. Each card links to the full write-up: the Valkey estate, what AceMQ diagnosed or changed, and the result.
Redis to Valkey Migration Under Memory Pressure
Digital Collaboration Platform
A production Redis cluster was crashing under memory growth traced to its full-text index rather than to the workload. AceMQ diagnosed the leak, stabilized the cluster, and mapped the Valkey migration path.
Valkey
Redis
KubernetesValkey Cluster Resharding Stuck Mid-Migration
Regional Payments Processor
A Valkey Cluster resharding ahead of a seasonal peak stalled with slots left in migrating and importing states. AceMQ resolved the slots on both nodes, finished the move in controlled batches and set up support for the next one.
ValkeyKubernetes
PrometheusValkey 7.2 Security Patching Without a Forced Upgrade
Benefits Administration Provider
A regulated provider could not move its on-premises Valkey 7.2 clusters for another year. AceMQ assessed each security advisory against its configuration and backported the fixes through OSSeva.
Valkey
LinuxRedis SentinelRedis to Valkey Compatibility Assessment Across 41 Instances
European Telecom Operator
A telecom operator wanted to move its Redis estate to Valkey but did not know which instances could move cleanly. AceMQ assessed commands, scripts, modules and clients instance by instance and ordered the migration.
ValkeyRedisKubernetes
Support options
Four tiers of Valkey support.
AceMQ offers Tanzu Valkey support in four tiers, each handing more of the day-to-day work to AceMQ: 24/7 support and incident management for Valkey your team runs, proactive monitoring that catches fork, memory and failover problems first, managed Valkey on your own infrastructure, and fully managed Valkey on AceMQ infrastructure. Valkey 7.2 to 9.1 are covered in all four, with VMware Tanzu licensing for US customers.
- Tier 1
Valkey 24/7 Support & Incident Management
You run it, we back you up
- Fork stalls and transparent huge pages traced with LATENCY HISTORY and latest_fork_usec
- Replica resync loops traced to output buffer limits and backlog size
- OOM rejections traced to maxmemory-policy against real TTL coverage
Best for: Teams that run Tanzu for Valkey or open source Valkey themselves and need senior cover at 3am.
- Tier 2
Valkey 24/7 Support with Proactive Monitoring
You run it, we watch it with you
- Fork time, THP and persistence settings checked against the save schedule
- TTL coverage, big keys and fragmentation reviewed against maxmemory
- Failover and rolling-upgrade rehearsals with clients connected
Best for: Estates where intermittent latency or a stuck failover is an outage waiting for a trigger.
- Tier 3
Managed Valkey on Your Infrastructure
We run it in your cloud or data centre
- Memory, eviction, replication and cluster-slot monitoring with paging
- Replica-first rolling upgrades rehearsed before production
- Cluster and Sentinel failover tested after every change
Best for: Regulated teams that must keep Valkey inside their own boundary but do not want it on their own rota.
- Tier 4
Fully Managed Valkey on AceMQ Infrastructure
We host it and run it, as a service
- Topology sized from your keyspace, throughput and durability need
- Redis to Valkey cutover planned and rehearsed before traffic moves
- Backups restored and timed, not only taken
Best for: Teams that want Valkey, or a move off Redis, without staffing a platform 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 Valkey 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 Valkey
Everything else AceMQ does for Valkey.
Support is one part of what AceMQ does for Valkey. The same engineers deliver consulting, health checks, migrations and end-of-life cover, and support the systems that usually run next to it.
- ConsultingValkey consulting and services
- Managed servicesManaged Valkey services
- MigrationValkey migration
- LicensingValkey licensing
- LifecycleEnd-of-life software support
- Enterprise supportOpen source support across your whole stack
- GuideValkey 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 51 technologiesShow fewer
Related services
What does AceMQ Valkey support include?
Our Tanzu Valkey support covers 24/7 emergency incident response with a 15-minute SLA, root cause analysis on every P1, latency and memory tuning, cluster and failover operations, Redis-to-Valkey migration, version upgrades, and Broadcom licensing support. Every ticket is handled by a named senior engineer assigned to your account. There is no tier-1 triage layer and no per-incident charge.
Is Valkey experience really the same as Redis experience?
Operationally, yes — and that is the point. Valkey forked from Redis 7.2, so the failure modes, the INFO fields, the persistence mechanics, the cluster slot model, and the kernel interactions are the same ones engineers have been debugging for a decade. Divergence so far is mostly in newer features and threading work rather than in the surface that breaks at 3am. We track the differences that matter and tell you when one applies to your case.
How fast do you respond to a Valkey production outage?
P1 emergencies — instance down, writes rejected, cluster unavailable — get a 15-minute first response with a senior engineer 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 migrate us from Redis to Valkey without downtime?
In most cases, yes. We start with a compatibility assessment across your command usage, Lua scripts, module dependencies, and client SDK versions, because that is where surprises live rather than in the data itself. Migration then runs as replication or RDB transfer with key-level validation, followed by a shadowed cutover with a rehearsed rollback. Deployments using modules that have no Valkey equivalent are the exception, and we identify those in the assessment rather than mid-cutover.
Our latency spikes are intermittent and we can't reproduce them. Can you find that?
That is the most common Valkey engagement we take. Intermittent spikes almost always trace to something periodic rather than something load-driven: a fork for an RDB snapshot or AOF rewrite, transparent huge pages amplifying copy-on-write, an expiry wave, or a scheduled client running an expensive command. We correlate LATENCY HISTORY, SLOWLOG, fork timings, and host-level metrics on a single timeline, which usually turns an unreproducible problem into a schedule.
Can you help with our Broadcom Tanzu Valkey licensing and true-up?
Yes. As Broadcom's VMware Expert Advantage Partner of the Year for the Americas, we size Tanzu Valkey subscriptions against your deployed node and core counts, reconcile them with purchased entitlements, flag true-up exposure before an audit does, and negotiate renewal and multi-year terms. Licensing quotes come back within 24 hours, from the same team that sizes your cluster.
Can we work with AceMQ on Valkey without a long contract?
Yes. AceMQ works on Valkey 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 partner engagement that covers 24/7 support, proactive reviews and named engineers. Many teams start ad hoc and move to an annual partnership once the first engagement is done.
How much does AceMQ Valkey support or consulting cost?
Every AceMQ proposal is tailored to your requirements: your Valkey 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 Valkey is deployed, with aggressive discounts when several technologies share one contract. Request a quote and AceMQ replies within 1 hour.
Let's talk
A Cache Outage Is an Application Outage
Reactive cover, proactive reviews, or AceMQ running Valkey for you on your infrastructure or ours. A senior engineer scopes it with you, and quote requests are answered within 1 hour.
A senior Valkey engineer, not a sales queueQuote requests answered within 1 hourAd hoc engagements or an annual partnership
Production incident right now?Email a Valkey Architect
Get in Touch
Talk to a Valkey 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
Miami, FL 33130
Miami, FL 33130
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