Jun 28, 2023
When running services on Aiven, you can expect world leading automation and cutting edge self-healing architecture for cloud native infrastructure. Aiven also provides an exceptional support team plus an experienced account team (Customer Success Manager & Solution Architect) to assist with additional complexity and customer specific requirements when running on the Aiven platform. Review the following matrix to ensure your workloads and teams are set up for success.
Aiven Platform Automation | Aiven Support | Aiven Account Team | Customer/Partner Responsibility | |
|---|---|---|---|---|
Infrastructure setup and provisioning | ✓ | |||
Security and Compliance | ✓ | |||
Service availability, AZ spread | ✓ | |||
Maintenance and version upgrades | ✓ | |||
Near zero downtime scaling and migrations | ✓ | |||
Support and Ticketing | ✓ | |||
Troubleshooting☨ | ✓ | ✓ | ✓ | |
Proactive and 24/7/365 Support | ✓ | |||
Additional Auditing for Enhance Compliance Environments | ✓ | |||
BYOC Set Up | ✓ | ✓ | ||
Service best practice guidance and training | ✓ | |||
Aiven platform and service optimization | ✓ | |||
Capacity planning | ✓ | ✓ | ||
Disaster Recovery and High Availability Readiness | ✓ | |||
Customized RCA for Declared Incidents | ✓ | |||
Observability | ✓ | ✓ | ✓ | |
Migration planning | ✓ | ✓ | ||
Migration execution | ✓ | |||
Application/Interface design and optimization | ✓ | |||
Integration testing | ✓ |
* Aiven support tiers give developers and DevOps teams access to the resources they need to be successful. Access to Aiven can span from dedicated attention for onboarding, to access to contributors of open source projects, e.g. Apache Kafka. Aiven offers four tiers of support – Basic, Priority, Business and Enterprise. These tiers give varying access to the Aiven support team and Aiven account teams. Details for these tiers are outlined below.
☨ The Aiven account teams participate in troubleshooting to the extent that the issue involves understanding and optimization of Aiven services or the platform. We want to ensure that customers are able to get the most out of open source and Aiven’s value add. To this end the Aiven account team is not able to provide troubleshooting services or professional services for customer code or application implementation although we can give hints and tips of where to look.
For more in-depth details, please hover over the dotted lines indicated in the responsibility column. A tooltip will appear providing additional description of the responsibility.
Responsibility | Customer Team | Aiven Platform | Aiven Support | Aiven Account Team |
|---|---|---|---|---|
Customer Account(/s) with Cloud Provider | ✓ | |||
Creation and Management of VPC for Aiven Services | ✓ | |||
IAM Permissions for Aiven Services within VPC | ✓ | |||
Computing Resource Quotas Management | ✓ | |||
Object Storage Provisioning and Accessr | ✓ | |||
Account level security which follows Aiven guidelines | ✓ | |||
Auditing and compliance | ✓ | ✓ | ||
Resource Security, Compliance, Auditing of the Aiven service | ✓ | |||
Service Migration Planning from Aiven Cloud to BYOC | ✓ | ✓ | ✓ | |
Service Migration Planning (from non-Aiven offering to Aiven offering) | ✓ | ✓ | ||
Disaster Recovery Planning and Advisory | ✓ | ✓ | ||
Troubleshooting of Customer Managed Resources (K8S, external networking, etc.) | ✓ | ✓ | ||
Aiven Service Deployment Lifecycle Activities | ✓ | ✓ | ||
Aiven Service Maintenance and Version Upgrades | ✓ | ✓ | ||
Aiven Service Backups | ✓ | |||
Aiven Service Observability and Logging | ✓ | ✓ | ✓ | |
Aiven Service Troubleshooting | ✓ | ✓ | ||
Aiven Platform Security, Compliance, Auditing | ✓ | |||
SLA Management | ✓ | ✓ |
The Aiven support team is composed of developers and open source database experts and is your first line of defense for availability and responsiveness of the Aiven platform.Their goals are mitigation, containment and stability and they will resolve any issues in a timely manner.
Support | Description |
|---|---|
Basic Support Next Business Day | Non-critical and stable workloads are easily supported with Basic Support and next business day response times. |
Priority Support Same Day | Business day support for smaller teams and workloads. Generally best suited for non-critical workloads. |
Business Support Extended hours within TZ | Business support provides extended business day response times within a designated time zone. This tier is ideal for customer facing applications with stable workloads with low growth projections and semi-critical impacts. |
Enterprise Support 24/7/365 + Experts | Critical workloads should run on the Enterprise support tier. This combines reduced support response times with 24/7/365 coverage with cloud native and open source expertise. All business critical workloads that MUST minimize downtime should run on the Enterprise tier. Access to Aiven experts ensure that services are proactively monitored and regularly reviewed to ensure sufficient capacity and resilience for the chaos of the cloud. |
The Aiven account teams are composed of cloud native industry experts with experience running infrastructure at scale in complex multi-region/cloud environments. These teams work with you on ensuring stability, value and optimization of the Aiven platform and the open source databases Aiven offers.
Depending on your support tier, you will have access to an account team on regular and/or ad hoc cadences and the ability to take advantage of the expertise of the account team. Please bear in mind that the services below are combined with the support features above for the same tier.