May 1, 2024

Aiven Support Services


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.

Support tiers

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 in Provider’s community forum.

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

Support tier

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%.

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 subject to a minimum term with non-cancellable fees

Case severity descriptions

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.

Response times by case severity

We make every reasonable effort to respond to your initial request within the corresponding timeframes.

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.

Support pricing per month

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.