General
Aiven operates 24/7/365 monitoring on Aiven Cloud Services and our 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.
If you have a problem with your service, a bug to report, a feature request or want to give us feedback, Aiven support is available to assist and help you. Depending on your support tier and criticality of an issue, you can contact Aiven support via email, chatbot, ticketing system or phone. For assistance outside these areas, with the Enterprise support, you have the option to take advantage of our Technical Account Management service.
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.
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.
Support tier descriptions
Support pricing
* 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 exceed the limits specified in the table above. These prices are added to the Base price if the usage exceeds the above mentioned levels.
Pricing example
Customer’s total monthly spend on Aiven services is $60 000 per month.
Pricing for Enterprise tier support:
Invoicing
Priority, Business, and Enterprise support shall be invoiced with same terms as Aiven Cloud Services as defined in Aiven General Terms and Conditions.
For enabling a Priority, Business or Enterprise support for your account please contact sales@aiven.io