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 includes all service plans) through email and chat regarding problems related to using and accessing the Aiven Cloud Services. 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: Priority, Business, and Enterprise. Different tiers consist of a mix of phone support, twelve (12) hour support and technical account management depending on the level of commitment. The support tiers and their features have been described in the table below.
Support tier descriptions
*Response time represents the time that Aiven support personnel will start working on the support request submitted by the customer. There is no guaranteed time period to solve the support request as the complexity and root causes of any issues can vary.
Case severity descriptions
* Base price represents the minimum monthly billing of each support tier.
** Usage based price works as a volume discount to benefit customers whose monthly Cloud Service usage fees are exceeding the limits specified in the table above. These prices are added to the Base price if the Cloud Service usage exceeds the above mentioned levels.