Seamless Support for Your Data Streaming Infrastructure
Axual’s Strimzi Incident Support Services enclose a suite of offerings to optimize your Kafka environment on Kubernetes using Strimzi. Our experts are equipped to handle different aspects of Strimzi deployment, from initial setup to ongoing management and optimization. Ensuring your Kafka clusters on Kubernetes operate seamlessly and efficiently.
Axual’s Strimzi support services are designed to ensure your Kafka environment operates seamlessly. Whether running a customized Strimzi setup or leveraging our Axual Suite, our team is ready to deliver Level 1 and 2 support with precision and expertise.
We can support and optimize any Strimzi configuration to meet our quality standards, guaranteeing reliability and performance. With Axual Incident Support Services, rest assured that your Kafka infrastructure is supported by experienced specialists, allowing you to focus on driving innovation and business growth.
Axual’s Strimzi Incident Support Services enclose a suite of offerings to optimize your Kafka environment on Kubernetes using Strimzi. Our experts are equipped to handle different aspects of Strimzi deployment, from initial setup to ongoing management and optimization. Ensuring your Kafka clusters on Kubernetes operate seamlessly and efficiently.
Our support system categorizes incidents into four severity levels to prioritize and address them effectively. From urgent, business-critical disruptions to non-urgent queries, each severity level ensures that your Kafka environment receives the appropriate attention and care to function optimally and reliably. Here’s a detailed breakdown of what each severity level entails.
Silver Support
Axual provides 2nd line support for your maintenance teams for the resolution of issues in private clusters deployed on-premise or in private clouds, available 5x9 (EU business hours).
8 hours support/month included; additional hours billed separately
You share your screen and we help you right away.
Response Time: 1 business hour
Resolution: We do not stop until there is a resolution or temporary workaround with which your operations can continue
Gold Support
Axual provides 2nd line support to our customers’ maintenance teams for resolution of issues in private clusters deployed on-premise or in private clouds, available 24x7.
8 hours support/month included; additional hours billed separately
You share your screen and we help you right away
Response Time: 15 minutes
Resolution: We do not stop until there is a resolution or temporary workaround with which your operations can continue.
An issue with Strimzi Kafka is actively causing serious interruptions to your business’s critical operations. This issue requires immediate attention, as it poses a significant risk to your business.
An issue with Strimzi Kafka that is partially functional (such as degradation of service, but the service is still available) and actively impacting your business operations. This is an issue on a business critical system requiring accelerated attention.
An issue with Strimzi Kafka that is currently functioning as expected, but you either (1) recently experienced a degradation that you are monitoring or seeking a root cause for or (2) you are seeing indicators of a potential loss of functionality to a business-critical system.
A non-urgent query regarding Strimzi Kafka. Typically, it is something that does not involve any interruption to your business's critical operations.
Coverage per channel
The tables below are based on incidents that occurred on Strimzi. We’re leaving no stone unturned to give you a clear picture of the issues and patterns within Strimzi, excluding any external application-related mishaps. This means that only incidents directly related to Strimzi are included, while incidents related to applications running on Strimzi are excluded. For example, we will not address a development coding error in a Kafka application developed by the client and running on Strimzi.
Explore the detailed incident coverage per channel
Explore the detailed incident coverage per channel
9 am to 5 pm for severity 1 and 2 issues
Support through web and phone
Unlimited number of cases
9 am to 5 pm for severity 1 and 2 issues
Web, phone, and access to enhanced team
Unlimited number of cases
* Each environment, whether production or acceptance, is limited to a maximum of three brokers.
Answers to your questions about Axual’s Silver and Gold Incident Support Services
Are you curious about Incident Support? Dive into our FAQs for all the details you need. Discover how we can ensure your Kafka environment stays up to date, how our experts handle incidents, and more. Find answers to your burning questions and learn how Incident Support Services can keep your operations running smoothly, allowing you to focus on driving innovation and business growth.
Strimzi Incident Support from Axual provides Level 1 and 2 support for operational issues within your Strimzi environment. This includes ensuring the smooth operation of Strimzi instances that meet our quality standards, whether they are provided by Axual or not. We conduct an assessment to determine if we can deliver the necessary support for setups not supplied by us.
Axual’s support does not extend to development issues, such as investigating code errors in custom applications running on the Strimzi environment. Additionally, it does not cover application-specific tuning or debugging, regardless of whether the application is developed in-house or purchased.
Severity 1 – urgent
Critical issues actively cause serious disruptions to business operations.
Severity 2 – high
Partially functional issues impacting business operations on critical systems.
Severity 3 – medium
Issues currently functioning but with recent degradation or potential future impact.
Severity 4 – low
Non-urgent queries not impacting critical operations.
Axual’s support ensures the reliability and continuous operation of your Kafka environment. It leverages Kafka professionals to provide you peace of mind and cost-effective solutions to avoid downtime.
Before providing support, Axual conducts an intake process. This includes evaluating factors like lifecycle management, automation levels, tooling for monitoring and management, team skills, and system load. Based on this assessment, we determine if immediate support is feasible or if improvements are needed for effective support delivery.