Seamless Support for Your Data Streaming Infrastructure
At Axual, we are committed to ensuring that your data streaming infrastructure operates smoothly and efficiently. Our support and managed incident services are designed to meet your organization's unique needs, whether you're operating on-premise or in a private cloud. Discover our range of support options and find the perfect fit for your business.
Axual’s Silver and Gold Incident 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.
With Axual Incident Support Services, you can leave the operational concerns of your Kafka infrastructure to us. Our experienced specialists will ensure that your setup meets our quality standards, guaranteeing reliability and performance. This allows you to concentrate on what really matters: innovation and business growth.
We enclose a suite of offerings to optimize your Kafka environment. Our experts are equipped to handle different deployment aspects, from initial setup to ongoing management and optimization. Ensuring your Kafka clusters on Kubernetes operate seamlessly and efficiently.
Axual’s Incident Support Services offer comprehensive benefits and advantages designed to optimize and secure your Kafka ecosystem. The advantage of open source is the fact that it is freely available. The disadvantage is that there is no dedicated support. A user relies on the community to support the product in case of problems.
Benefit from this expert-tailored service to ensure optimal performance and scalability.
Ensure continuous operation of your Kafka environment with expert oversight.
Leverage the experience of Kafka professionals to maintain and enhance your infrastructure.
Focus on your core business activities, knowing your Kafka deployment is well taken care of.
Avoid the high downtime costs and inefficient Kafka operations through proactive support and optimization.
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
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
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.
An issue with 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 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 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 Kafka. Typically, it is something that does not involve any interruption to your business's critical operations.
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.
Incident Support from Axual provides Level 1 and 2 support for operational issues within your environment. This includes ensuring the smooth operation of 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 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.