Feb 8, 2022

Aiven Support Services Description

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

*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

Support pricing per month

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.