Your first hour of a WSO2 outage
Most vendors publish an SLA number. This is what actually happens, minute by minute, when you page a senior AceMQ engineer.
You page us
Phone, email, or Slack — any channel reaches the on-call senior engineer directly. No web form, no tier-1 queue.
Named engineer live
A senior engineer who already knows your environment joins a live bridge. Zero cold-start, no re-explaining your topology.
Root cause isolated
Direct broker access, log and metric review, and a working hypothesis with a rollback plan before we touch anything.
Written RCA
Documented root cause, the fix applied, and the prevention steps — delivered after every P1, not just when asked.
SLA tiers, contractually guaranteed
Every tier reaches a senior WSO2 engineer. There is no tier-1 triage layer to get through.
Production down, messages not flowing, cluster or broker failure
Severe degradation, rising error rates, approaching capacity limits
Performance issues, configuration problems, non-critical failures
Questions, guidance, best practices, non-urgent improvements
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.
WSO2 problems we've already solved
Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.
Everything in your WSO2 support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
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.
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 Tier-1 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.
WSO2 support questions
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.
305-204-2607info@acemq.comMiami, FL 33130
Prefer to talk now? Call us directly or use the consultation tab to find a time that works.