Named senior engineers for Redpanda, 24/7, across 130+ enterprise customers

Overview

AceMQ supports streaming infrastructure for more than 130 enterprise customers across 26+ countries, and Redpanda operates on the same model: named senior engineers, a 15-minute emergency SLA, and no tier-1 layer between the customer and someone who can read a Raft log.

Challenge

Production streaming incidents do not wait for business hours. A node fails to rejoin after a restart and a partition sits without quorum; consumer lag climbs on a topic feeding a downstream regulated process; an upgrade changes a default and a client library that had worked for two years starts timing out. The team needs someone who has seen the failure mode before, immediately.

Environment

Redpanda clusters on Kubernetes, cloud instances, or bare metal, with mixed client languages and Kafka-compatible tooling.

Approach

AceMQ engineers work from cluster and Raft group state, per-partition metrics, and client-side logs together, so incidents that look like broker problems but originate in client configuration get attributed correctly. Every incident closes with a written root cause and the specific change that prevents recurrence.

Solution

• 15-minute emergency SLA with named senior engineers, 24/7, no tier-1 triage
• Node recovery and Raft quorum restoration, including decommission and replacement procedures for failed brokers
• Consumer lag incident diagnosis separating broker-side saturation from consumer processing and rebalance storms
• Version upgrade planning and execution with rolling restart procedures and configuration default change review
• Client-side troubleshooting across languages, covering timeouts, retries, idempotence, and transaction configuration
• Post-incident root cause documentation with the specific configuration or code change that prevents recurrence

Outcome

Technologies