Aiven Support Services Description

8 February, 2022

General

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.

Support tiers

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.

For more details on the specifics of what the support covers, visit the responsibility page.

Support tier descriptions

Priority
Business
Enterprise
12 hour email support
Yes
Yes
Yes
Ticketing system
Yes
Yes
Yes
Phone support
No
Yes (Critical cases)
Yes (Critical cases)
Response times by case severity *
Low
12 hours
12 hours
12 hours
High
12 hours
1 hour
1 hour
Critical
12 hours
15 minutes
15 minutes
Support availability
Business days
8.00-18.00 CET, AEST or EST, during Business days for High and Critical cases. Otherwise as in Priority support.
24/7

*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

Case severity
Description and examples
Support channel
Low: Cloud Service’s primary functions are usable, but a subset of functionality is not usable.
A small subset of Cloud Service functionality not working correctly. Minor Cloud Service management issues, such as issues with Cloud Service metrics, logs or a specific REST API request.
Support ticket submitted through the Aiven web console.
High: Cloud Service’s primary functions are usable, but severely limited.
Cloud Service primary functions are working but an important secondary function is not working. Service is having performance issues, such as severely increased operation latencies. Cloud Service management interface not operational (for example the Customer not able to provision new Cloud Services).
Support ticket submitted through the Aiven web console.
Critical: Cloud Service’s primary functions are not usable.
Customer service primary functions are not available. Major service malfunction. No workaround exists.
Dedicated support phone number or support ticket submitted through the Aiven web console.

Support pricing per month

Priority
Business
Enterprise
4.5% of Cloud Service spend or $500
9% of Cloud Service spend or $1,000
18% of Cloud Service spend or $2,500
Whichever is higher
Whichever is higher
Whichever is higher

Example 1:  With Priority Support, the combined monthly Cloud Service spend is $5,000. 4.5% x $5,000 = $225. It is less than $500, so the support price will be $500 per month.

Example 2: With Priority Support, the combined monthly Cloud Service spend is $12,000. 4.5% x $12,000 = $540. It is more than $500, so the support price will be $540 per month.