01
Emergency Incident Response
Gateways failing, tokens rejected, integrations stalled, or a database under lock contention. A senior engineer joins a live bridge within 15 minutes with access to diagnose — not a ticket acknowledgement.
WSO2 Support
24/7 WSO2 Support with a 15-Minute Emergency SLA
Last reviewed by Scott Sternloff
AceMQ supports WSO2 API Manager, Identity Server, and the Enterprise Integrator estate in production — throttling that does not apply consistently across gateway nodes, token validation latency under load, sequences that fail on large payloads, registry and AM database contention, and upgrades that break custom mediators. Every ticket reaches a named senior engineer.
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 WSO2 consulting and services.
Customers
Partners
Incident Triage
WSO2 problems we fix every week
These are real symptoms from real WSO2 production environments — and the first thing our engineers check when one comes in.
| Symptom you're seeing | What we check first | Typical resolution |
|---|---|---|
| Throttling limits allowing more traffic than configured | Whether the gateway nodes are sharing throttle state. With multiple gateways and no shared counting — the traffic manager topic not reaching every node, or nodes falling back to local decisions — each node enforces the policy independently and the aggregate is a multiple of the limit. | 1–2 hours |
| Token validation latency climbs sharply under concurrent load | Gateway token cache configuration and the key manager round trip. With caching disabled or expiring too aggressively, every request becomes a synchronous introspection call to Identity Server, and its database becomes the bottleneck rather than the gateway. | 1–2 hours |
| Integration sequence fails or OOMs on a large message | Whether the sequence builds the full message in memory. Content-aware mediators — XSLT, enrich, payload factory, and content-based routing — force the message to be built, so a streaming pass-through flow becomes a buffered one the moment one of them is added. | 2–4 hours |
| Database deadlocks and timeouts on the shared AM or registry DB | Contention on the shared datasource, then whether API Manager, Identity Server, and the registry are all pointed at one database. Consolidated datasources are convenient at install time and the usual cause of lock contention under production concurrency. | 1–3 hours |
| An API published in the publisher is not live on every gateway | Artifact synchronisation between nodes — the deployment mechanism in use and whether every gateway received the artefact. Inconsistent gateway file systems and failed sync events leave some nodes serving a stale or missing API. | 1–3 hours |
| Custom mediator or extension stops working after an upgrade | The extension point signature against the new version, and the classpath the artefact is loaded from. Internal APIs and handler interfaces change between major versions, so custom code compiled against the old one fails to load with little in the application log. | Same day |
| Backend calls failing with connection timeouts under normal traffic | The pass-through transport worker pool and socket timeouts against backend response time. A slow backend holds transport threads, and once the pool is saturated unrelated APIs on the same gateway start timing out too. | 1–2 hours |
| Users intermittently redirected back to login after authenticating | Session persistence across Identity Server nodes and the load balancer's affinity settings. Without shared session state or sticky routing, a request landing on a different node finds no session and restarts the flow. | 2–4 hours |
Resolution times reflect typical WSO2 engagements under an active AceMQ support contract. Every P1 closes with a written root-cause analysis.
What's Included
Everything in your WSO2 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 configuration, datasource, or clustering change that prevents recurrence. Delivered as standard, not on request.
- 03
Performance & JVM Tuning
Pass-through transport worker pools, socket and connection timeouts, token and gateway caches, JVM heap and GC settings, and mediation flows profiled against real payload sizes and concurrency.
- 04
Clustering & High Availability
Gateway node synchronisation, traffic manager topology, session replication for Identity Server, artefact deployment consistency, and load balancer configuration that matches the clustering model.
- 05
Datasource & Registry Health
Splitting consolidated datasources, connection pool sizing, registry mounting strategy, index and query tuning on the AM and identity databases, and cleanup of the tables that grow without bound.
- 06
Upgrades & Migration Support
Version upgrades with custom mediator and extension point remediation, migration from Enterprise Integrator to Micro Integrator, and planned moves to or from other API management platforms.
Why AceMQ
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 cluster topology, your datasource layout, and your custom extensions — so a P1 call starts with diagnosis, not twenty minutes of you explaining your deployment.
No First-Line Triage Layer
You reach a senior engineer directly by phone, email, or Slack. No help desk collecting information to pass along, and no escalation approval standing between you and someone who can actually fix it.
We Treat the Database as Part of the Product
A large share of WSO2 incidents are really database incidents — shared datasources, lock contention, and tables that grow forever. We work at that layer rather than filing it under someone else's remit.
Comfortable in Custom Extension Code
WSO2 estates accumulate custom mediators, handlers, and authenticators, and upgrades break them. We read and remediate that Java rather than telling you to remove it and lose the behaviour it provides.
Genuine Follow-the-Sun Coverage
Engineers across 26+ countries and every time zone. Your 3am incident is someone's mid-afternoon — no overnight skeleton crew, no waiting for a region to wake up.
Support for Versions Past End of Life
Regulated environments cannot always upgrade on the vendor's timeline. We support older WSO2 versions with workarounds and backported mitigations, and plan a realistic path forward rather than refusing the ticket.
We support WSO2 wherever it's deployed
Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.
- WSO2 API Manager 3.x & 4.x
- WSO2 Identity Server
- WSO2 Enterprise Integrator
- WSO2 Micro Integrator
- Choreo-connected deployments
- Kubernetes & OpenShift
- AWS (EC2, EKS)
- Microsoft Azure (AKS)
- Google Cloud (GKE)
- Bare metal & on-premise
- Air-gapped / no outbound access
- Hybrid & multi-datacentre clusters
Version coverage
WSO2 API Manager versions and who covers them
WSO2 lists an earliest possible support end date for each current release and an announced end date once a version is retired. After that date, support continues only as WSO2's paid Extended Life Support. AceMQ is independent of WSO2 and supports API Manager on any version, including past end of life.
| API Manager version | Released | WSO2 support status | WSO2 support end | AceMQ cover |
|---|---|---|---|---|
| 4.7 | 29 Apr 2026 | Available | 29 Apr 2029 at the earliest | 24/7 support |
| 4.6 | 4 Nov 2025 | Available | 4 Nov 2028 at the earliest | 24/7 support |
| 4.5 | 18 Mar 2025 | Available | 18 Mar 2028 at the earliest | 24/7 support |
| 4.4 | 5 Nov 2024 | Available | 5 Nov 2027 at the earliest | 24/7 support |
| 4.3 | 10 Apr 2024 | Available | 10 Apr 2027 at the earliest | 24/7 support |
| 4.1 | 11 Apr 2022 | Available | 11 Apr 2027 at the earliest | 24/7 support |
| 4.2 | 22 Mar 2023 | Deprecated, end of life announced 22 Mar 2026 | 22 Mar 2027 | 24/7 support and upgrade planning |
| 3.2 | 7 Sep 2020 | Extended Life Support only | 7 Sep 2026 (passed) | 24/7 support and upgrade planning |
| 4.0 | 5 May 2021 | Extended Life Support only | 5 May 2025 (passed) | 24/7 support and upgrade planning |
| 3.1 and earlier | 2019 to 2020 | Past end of life | 3.1: 7 Apr 2024; 3.0: 29 Oct 2023 | Support and upgrade planning |
Source: the WSO2 support matrix (wso2.com/products/support-matrix), checked 20 October 2026. Other WSO2 products have their own rows there. AceMQ response times: 15 minutes for emergencies, 1 hour for critical issues, 4 hours for high-priority issues and the next business day for standard questions.
Escalation Path
Your first hour of a WSO2 outage
Every tier reaches a senior WSO2 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 WSO2 support cost?
AceMQ WSO2 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
WSO2 problems we've already solved
WSO2 support and remediation work from AceMQ. Each card links to the full write-up: the platform, what AceMQ diagnosed or changed, and the result.
RabbitMQ CVE Patching and Blue-Green Migration for Insurance Services
Regional Insurance & Member Services Provider
Implementing a blue-green deployment strategy for RabbitMQ CVE patching and version migration, integrated with middleware upgrades and Active Directory authentication.
RabbitMQ
WSO2
AzureActive DirectoryWSO2 API Manager Throttling Consistency Remediation
National Telecommunications Operator
Fixing throttling policies that applied inconsistently across WSO2 gateway nodes, letting some consumers far exceed their subscription tier.
WSO2
Kubernetes
Kafka
PostgreSQL
DockerWSO2 Registry and Database Deadlock Support
Government Services Agency
Resolving registry database deadlocks under concurrent load that intermittently froze WSO2 API deployment and gateway startup.
WSO2PostgreSQLKubernetesDockerWSO2 Platform Architecture Assessment
National Postal and Logistics Operator
Reviewing a WSO2 deployment's topology, database layout, high availability posture, and gateway sizing against its actual traffic profile.
WSO2KubernetesPostgreSQLKafkaDockerWSO2 API Manager Upgrade and Migration Consulting
Higher Education System
Planning a multi-version WSO2 API Manager upgrade including registry migration, API redeployment, and identity integration changes.
WSO2PostgreSQLKubernetesDocker
Support options
Four tiers of WSO2 support.
AceMQ offers WSO2 support in four tiers, each handing more of the day-to-day work to AceMQ: 24/7 support and incident management for the platform your team runs, proactive monitoring that finds throttling, datasource and keystore problems first, managed WSO2 on your own infrastructure, and fully managed WSO2 on AceMQ infrastructure. API Manager, Identity Server and the integrators are covered.
- Tier 1
WSO2 24/7 Support & Incident Management
You run it, we back you up
- Live bridge in 15 minutes, 24/7, with a named senior engineer
- Diagnosis across gateway, key manager, traffic manager and database
- Written root-cause analysis after every P1
Best for: Platform teams that run API Manager or Identity Server themselves and need senior cover at 3am.
- Tier 2
WSO2 24/7 Support with Proactive Monitoring
You run it, we watch it with you
- Quarterly review of topology, token cache and throttling configuration
- Registry and user store datasource contention checks
- Keystore, certificate and truststore expiry calendar
Best for: Estates where a token outage or an expired keystore is not an acceptable surprise.
- Tier 3
Managed WSO2 on Your Infrastructure
We run it in your cloud or data centre
- Helm deployments sized for WSO2's slow start and readiness
- Artifact synchronisation checked on every gateway replica
- Keystore and truststore rotation before expiry
Best for: Regulated estates, such as banks, that must keep identity and API traffic inside their own boundary.
- Tier 4
Fully Managed WSO2 on AceMQ Infrastructure
We host it and run it, as a service
- Gateway, key manager and traffic manager nodes run by AceMQ
- Datasources split and backed up on a tested schedule
- Version upgrades planned as migrations, not weekend in-place attempts
Best for: Teams that want WSO2 capability without owning its clustering and database operations.
| 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 WSO2 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 WSO2
Everything else AceMQ does for WSO2.
Support is one part of what AceMQ does for WSO2. The same engineers deliver consulting, health checks, migrations and end-of-life cover, and support the systems that usually run next to it.
- ConsultingWSO2 consulting and services
- LifecycleEnd-of-life software support
- Enterprise supportOpen source support across your whole stack
- GuideWSO2 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 do AceMQ's WSO2 support services include?
Our WSO2 support services cover 24/7 emergency incident response with a 15-minute SLA, root cause analysis on every P1, performance and JVM tuning, clustering and high availability work, datasource and registry health, custom extension remediation, and version upgrades. Every ticket is handled by a named senior engineer assigned to your account — there is no first-line triage layer and no per-incident charge.
Which WSO2 products do you support?
API Manager, Identity Server, Enterprise Integrator, and Micro Integrator, including estates that run several of them together — which is where most of the interesting problems are, because they share databases, clustering behaviour, and failure modes. We also support deployments where WSO2 sits alongside other gateways or brokers rather than owning the whole path.
Why is our throttling not enforcing consistently across gateway nodes?
Because the nodes are making decisions independently. WSO2 distributes throttle decisions through the traffic manager, and if the event topic is not reaching every gateway — a network policy, a misconfigured traffic manager URL, or a node that fell out of the cluster — each gateway falls back to what it can see locally. The aggregate then scales with node count. We verify traffic manager connectivity from each node first, because it is both the most common cause and the fastest to confirm.
Our upgrade broke a custom mediator. Can you fix it?
Yes, and it is one of the more common reasons customers bring us in mid-upgrade. Extension point interfaces and internal APIs change between major versions, so custom mediators, handlers, and authenticators compiled against the old release fail to load — often with almost nothing useful in the log. We read the custom code, identify the changed signatures, remediate against the new version, and re-test the behaviour the extension was providing rather than just getting it to load.
We keep hitting database deadlocks. Is that a WSO2 defect?
Usually not. It is far more often the result of API Manager, Identity Server, and the registry all sharing a single datasource that was fine at install time and became a contention point under production concurrency. Splitting the datasources, sizing the connection pools against real concurrency, and cleaning up the tables that grow without bound resolves the large majority of these. Where the root cause genuinely is a product defect, we help you build the evidenced case for WSO2's own support.
Do you support WSO2 versions that are past end of life?
Yes. Many regulated environments cannot upgrade on the vendor's timeline, and that constraint is a normal part of enterprise support rather than a disqualifier. We support older releases with bug workarounds and backported mitigations where official fixes are unavailable, while planning a realistic upgrade path that accounts for your custom extensions.
How does this compare with a WSO2 subscription and the WSO2 support portal?
A WSO2 subscription is the only source of the WSO2 Updates service and of product fixes, and subscribers raise cases through the WSO2 support portal under the WSO2 support policy, with SLAs set by the subscription level. Keep it if you need product fixes. What the subscription does not give you is an engineer who runs your deployment: the gateway cluster, the key manager database, the custom mediators, the Kubernetes platform underneath. AceMQ covers that layer for subscribers and for teams running the open source software without a subscription, and when a fault turns out to be a product defect we write the case for the WSO2 support team with the diagnosis already done.
Which WSO2 products and deployment models are covered?
WSO2 API Manager, WSO2 Identity Server, Enterprise Integrator and Micro Integrator, on any version WSO2 has released, including ones past end of life under the WSO2 support policy. Deployment models covered are on premises, self-managed in AWS, Azure or GCP, Kubernetes with the WSO2 Helm charts, and hybrid estates where the gateway runs near the customer and the control plane elsewhere. WSO2's SaaS products, Asgardeo and the Choreo platform, are operated by WSO2, so our role there is limited to the application and integration side. Customers in banking and other regulated sectors get the same coverage with the audit and change-control paperwork they need.
Can we work with AceMQ on WSO2 without a long contract?
Yes. AceMQ works on WSO2 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 WSO2 support or consulting cost?
Every AceMQ proposal is tailored to your requirements: your WSO2 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 WSO2 is deployed, with aggressive discounts when several technologies share one contract. Request a quote and AceMQ replies within 1 hour.
Let's talk
Your API and Identity Layer Gates Every Other System
Reactive cover, proactive reviews, or AceMQ running WSO2 for you on your infrastructure or ours. A senior engineer scopes it with you, and quote requests are answered within 1 hour.
A senior WSO2 engineer, not a sales queueQuote requests answered within 1 hourAd hoc engagements or an annual partnership
Production incident right now?Email a WSO2 Architect
Get in Touch
Talk to a WSO2 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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