May 1, 2024
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 is included in all paid service plans) through the Aiven Support Center within the Aiven Console. 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.
Aiven also offers three additional support tiers on top of the free Basic tier described above: Essential, Advanced, and Premium. Different tiers consist of a mix of phone support, response times and technical account management depending on the level of commitment. The support tiers and their features have been described in the table below.
Customers using Provider’s Services through Provider’s Free Plan will not receive support under any support tiers, but are encouraged to seek guidance via Documentation.
For more details on the specifics of what the support covers, visit the responsibility page.
Every Aiven user has access to create support tickets with a reasonable effort response time. All Aiven services, regardless of the support plan, receive the service uptime SLA of 99.99%.
Essential | Advanced | Premium | |
|---|---|---|---|
Recommendation | Minimum recommendation for Production workloads on Aiven | Production and business critical workloads on Aiven | Business and mission Critical workloads on Aiven |
Enhanced technical support | 24/5 | 24/7 | 24/7 |
Technical phone support escalation | - | - | Yes |
Account team | - | Account manager | Designated account manager |
Shared Slack channel | - | - | Direct to account team |
Technical Account Manager (TAM) | - | - | Designated TAM |
Aiven service capacity and cost optimization | - | - | Semi-annual |
Aiven proactive health check 1 | - | L1 | L1, L2, L3 |
Aiven service migration review and planning | - | Included | Included |
Aiven service disaster recovery review and planning | - | Best practices | Best practices |
Business review and strategic alignment | - | Semi-annual | Quarterly |
Training & enablement sessions 2 | - | - | Twice per year |
Dedicated office hours | - | - | Bi-weekly |
Customized Incident RCA | - | - | Yes |
Minimum term length 3 | 1 month | 6 months | 12 months |
1: L1 - Static Analysis of Services, L2 - Signal Detection in Logs & Metrics, L3 - Architectural Review
2: Additional assistance beyond the original limits can be purchased as Value Add Services which will be delivered by our Expert Services team.
3: Plans are for self-service customer subject to a minimum term with non-cancellable fees
Case severity | Description and examples | Support channel |
|---|---|---|
Low P4 General guidance - No service impact | You have a general question about our service capabilities and usage or you want to request a feature. | Support ticket submitted through the Aiven Support Center. |
Medium P3 Service impacted | A workaround is available, however elevated attention from Aiven is required for further investigation. You have a time-sensitive service question. | Support ticket submitted through the Aiven Support Center. |
High P2 Production severely impacted | Noncritical features of your application are behaving abnormally. A workaround is not available and will mitigate impact with elevated attention from Aiven. | Support ticket submitted through the Aiven Support Center. |
Critical P1 Business/mission-critical system down | Your business will be seriously impacted and there is no way to get around the issue. Your application's critical features are not available. | Support ticket submitted through the Aiven Support Center. Customers subscribed to Premium tier may contact Provider via their dedicated support phone number to escalate a case. |
To support the Provider in the timely resolution of High and Critical cases, Customer’s timely cooperation is essential. The Provider and Customer endeavor to cooperate with the other by, among other actions, making available information, approvals and/or acceptances so each Party may properly accomplish its obligations and responsibilities. The unreasonable delay or withholding of information, approvals and/or acceptances by Customer may inhibit Provider’s ability to pursue timely resolution of cases. Customer’s lack of response or timely cooperation may result in Provider downgrading the case severity or closing the case.
We make every reasonable effort to respond to your initial request within the corresponding timeframes.
Response times by case severity | Basic | Essential | Advanced | Premium |
|---|---|---|---|---|
Low General guidance - No service impact | Next business day | Next business day | 24 hours | 24 hours |
Medium Service impacted | 12 hours | 8 hours | 4 hours | |
High Production severely impacted | 2 hours | 1 hour | ||
Critical Business/mission-critical system down | 30 minutes | 15 minutes |
The response times reflect the period of time within which Provider’s support personnel will begin working on a case. As the complexity and root cause of cases vary, Provider extends no guarantees regarding timeframes within which cases will be resolved.
Essential | Advanced | Premium |
|---|---|---|
Greater of $500 or 10% of all monthly charges | Greater of $2,500 or 10% of all monthly charges | Greater of $10,000 or
|
Example 1: With Essential Support, the combined monthly Cloud Service spend is $4,500. 10% x $4,500 = $450. It is less than $500, so the support price will be $500 per month.
Example 2: With Advanced Support, the combined monthly Cloud Service spend is $30,000. 10% x $30,000 = $3,000. It is more than $2,500, so the support price will be $3,000 per month.