Axual platform support

Support across your Kafka journey

From migration and implementation to daily operations and ongoing expert guidance.

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Rated with a 4.5 from more than
13 G2 reviews

How Axual Support
Services work

Intake and assessment

We start by understanding your use case, goals, and current architecture.

Planning

We agree on the right mix of implementation, managed services, and advisory support for your situation.

Execution

Our team implements, migrates, or operates,  depending on what you've engaged us for.

Training and handover

Your team gets trained on what's relevant to keep them self-sufficient where it makes sense.

Continuous support

Ongoing monitoring, incident response, and advisory as your needs evolve.

Axual support services

Service
What it means
Implementation
Guided onboarding, documentation, and training to get your team productive on Axual quickly.
Advisory services
Strategic advice on data flow, performance, and best practices, tailored to your architecture.
Managed services
Daily Kafka operations, monitoring, maintenance, and incident support.
Migrations
Planning and execution of large, complex migrations onto Axual without interruptions.
SLA-backed availability
Performance and availability commitments matched to your platform's requirements.
Tiered support
Business-hours first-line support, with 24/7 second-line support and incident standby.

What's included in Axual Platform Support

Implementation: Get up and running the right way

  • Guided intake: Match your use case to the right platform setup.
  • Docs & samples: Get relevant documentation, code examples, and schemas.
  • Integration support: Hands-on help with client libraries and frameworks.
  • Training & onboarding: Get your team productive quickly.

Full Managed services: Keep your platform running

  • Monitoring: Your platform is monitored and maintained during business hours.
  • 24/7 incident support: Round-the-clock support for production-critical incidents.
  • Tiered support: First-line support in business hours, with 24/7 second-line escalation.
  • SLA-backed performance: Availability and performance commitments tailored to your platform.

Advisory services: Get ongoing expert advice

  • Large-scale migrations: Move critical workloads with minimal disruption.
  • Consultancy: Expert guidance on design, performance, and best practices.
  • Ongoing advisory: Continued support as your platform evolves.

"Data governance is critical at Rabobank. With Axual, we are able to see who has permission, who owns the data, or if the owner has given permission, and what the structure of the messages are."

Vincent Oostindle
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"By having access to this real-time data, Eneco can use its data flexibly to help the organization and its customers even better."

Iem Smid
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Ready for a support model that fits how you actually work?

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Frequently asked questions

What's the difference between implementation, managed services, and advisory services?

Implementation gets your team up and running on Axual — documentation, code samples, and hands-on integration help. Managed services take over day-to-day operation of your platform once you're live. Professional services covers larger, more specialized engagements like complex migrations and strategic consultancy. Most customers use some combination of the three, and the mix can shift over time.

Do we have to use all three services, or can we pick one?

You can engage any of the three independently, or combine them. Many customers start with implementation support, move to managed services once they're live, and bring in professional services for occasional large projects like a migration or an architecture review.

What does "managed services" actually cover day to day?

Proactive monitoring and maintenance of your platform during business hours, plus tiered support — first line during business hours, second line around the clock, with 24/7 standby for incidents. SLAs for performance and availability are tailored to your architecture and requirements.

What happens if we need help outside business hours?

For managed services customers, 24/7 standby covers incident management and other production-critical issues, even though day-to-day maintenance happens during business hours.

What is tiered support?

Tiered support scales the level of coverage to how critical an issue or workload is — first-line support during business hours for day-to-day questions, second-line support around the clock, and 24/7 standby for production incidents. It replaces what used to be offered as separate Silver and Gold support levels, with the right tier applied based on your needs rather than a fixed package.

How experienced is the team we'd be working with?

Our team consists of practitioners with hands-on experience implementing, migrating, and operating Kafka platforms across regulated industries like financial services and energy. The same team that helps you implement can carry through to ongoing support, so you're not re-explaining your setup to someone new.

Can Axual manage a migration from another Kafka distribution?

Yes. Migrations are one of the most common professional services engagements — we plan and execute large, complex migrations with a focus on minimizing disruption to production traffic.