Aiven Support Services Description

17 December, 2020

General

Aiven operates 24/7/365 monitoring on the Cloud Services and Aiven's personnel will be automatically alerted on any service anomalies. Aiven's personnel will commence work on any issues in system operations requiring manual intervention without delay.

Aiven provides Basic level support without separate charge for regular subscriptions (which includes all service plans) through email and chat regarding problems related to using and accessing the Aiven Cloud Services. Responses are provided on a best-effort basis during the same or next business day.

This Support Services Description applies only to customers utilizing online terms and conditions.

Support tiers

Aiven also offers three additional support tiers on top of the free Basic tier described above: Priority, Business, and Enterprise. Different tiers consist of a mix of phone support, twelve (12) hour support and technical account management depending on the level of commitment. The support tiers and their features have been described in the table below.

Support tier descriptions

Basic
Priority
Business
Enterprise
12 hour email support
No
Yes
Yes
Yes
Ticketing system
No
Yes
Yes
Yes
Phone support
No
No
Yes (Critical cases)
Yes (Critical cases)
Response times by case severity *
Low
End of next business day
12 hours
12 hours
12 hours
High
End of next business day
12 hours
1 hour
1 hour
Critical
End of next business day
12 hours
15 minutes
15 minutes
Technical Account Management
No
No
No
Yes
Support availability
Business days
Business days
8.00-18.00 CET, AEST or EST, during Business days for High and Critical cases. Otherwise as in Priority support.
24/7

*Response time represents the time that Aiven support personnel will start working on the support request submitted by the customer. There is no guaranteed time period to solve the support request as the complexity and root causes of any issues can vary.

Case severity descriptions

Case severity
Description and examples
Low: Cloud Service’s primary functions are usable, but a subset of functionality is not usable.
A small subset of Cloud Service functionality not working correctly. Minor Cloud Service management issues, such as issues with Cloud Service metrics, logs or a specific REST API request.
High: Cloud Service’s primary functions are usable, but severely limited.
Cloud Service primary functions are working but an important secondary function is not working. Service is having performance issues, such as severely increased operation latencies. Cloud Service management interface not operational (for example the Customer not able to provision new Cloud Services).
Critical: Cloud Service’s primary functions are not usable.
Customer service primary functions are not available. Major service malfunction. No workaround exists.

Support pricing

Priority
Business
Enterprise
Base price *
$500 / month
$1000 / month
$2500 / month
Usage price **
4% (10-50k/month)
8% (10-50k/month)
16% (10-50k/month)
3% (50-200k/month)
6% (50-200k/month)
12% (50-200k/month)
2% (>200k/month)
4% (>200k/month)
8% (>200k/month)

* Base price represents the minimum monthly billing of each support tier.

** Usage based price works as a volume discount to benefit customers whose monthly Cloud Service usage fees are exceeding the limits specified in the table above. These prices are added to the Base price if the Cloud Service usage exceeds the above mentioned levels.

Start your free 30 day trial

Test the whole platform for 30 days with no ifs, ands, or buts.

Aiven logo

Let‘s connect

Apache Kafka, Apache Kafka Connect, Apache Kafka MirrorMaker 2, M3, M3 Aggregator, Apache Cassandra, Elasticsearch, PostgreSQL, MySQL, Redis, InfluxDB, Grafana are trademarks and property of their respective owners. All product and service names used in this website are for identification purposes only and do not imply endorsement.