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0.933594C0.511475 1.07031 0.456787 1.23438 0.456787 1.39844C0.456787 1.58984 0.511475 1.75391 0.648193 1.86328L5.95288 7.16797Z" fill="currentColor"></path></svg></button><div role="region" aria-labelledby="mobile-86ef58c39bfe" aria-hidden="true" class="fixed inset-x-0 bottom-0 top-mobile-nav z-20 overflow-y-scroll bg-[white] transition-all duration-300 ease-out invisible translate-x-full"><div class="sticky top-0 z-10 bg-[white]"><button class="border-stroke hover:bg-secondary flex w-full items-center gap-4 border-b px-7 py-6"><svg height="16" width="16" viewBox="0 0 16 16" xmlns="http://www.w3.org/2000/svg" class="rotate-180 text-current" aria-hidden="true"><path d="M2.66669 8H13.3334m0 0L9.33335 4m4.00005 4-4.00005 4" stroke="currentColor" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"></path></svg><span class="font-body text-sm md:text-base leading-[1.5] font-medium text-current whitespace-pre-line">Resources</span></button></div><div class="flex flex-col gap-6 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photo during Crab Week 2023" title="" srcSet="https://cdn.sanity.io/images/sczeoy4w/production/fa97bb4696e38e6a7c603ab4d3e6e51d4a07afc2-1920x1037.jpg?w=400&q=80&fit=max&auto=format&dpr=1.5 400w, https://cdn.sanity.io/images/sczeoy4w/production/fa97bb4696e38e6a7c603ab4d3e6e51d4a07afc2-1920x1037.jpg?w=500&q=80&fit=max&auto=format&dpr=1.5 500w, https://cdn.sanity.io/images/sczeoy4w/production/fa97bb4696e38e6a7c603ab4d3e6e51d4a07afc2-1920x1037.jpg?w=800&q=80&fit=max&auto=format&dpr=1.5 800w" sizes="(min-width:1280px) 300px, 50vw"/></div><p class="font-body text-xs leading-[1.5] tracking-[0.04em] font-medium text-current mb-1 inline-flex items-center gap-2 whitespace-pre-line">See our open positions<svg height="16" width="16" viewBox="0 0 16 16" xmlns="http://www.w3.org/2000/svg" class="transition-all group-hover:translate-x-2 text-theme-primary" aria-hidden="true"><path d="M2.66669 8H13.3334m0 0L9.33335 4m4.00005 4-4.00005 4" stroke="currentColor" stroke-width="1.5" stroke-linecap="round" 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stroke-linejoin="round"></path></svg></div></a><a class="inline-flex items-center justify-center duration-200 ease-in-out rounded-sm border text-center font-medium disabled:cursor-not-allowed focus-visible:outline-blue-40 bg-button-secondary text-button-secondary border-button-secondary no-underline disabled:outline-grey-10 py-2 px-4 min-h-[32px]" href="/book-demo" data-discover="true"><div class="inline-flex items-center justify-center gap-3"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line" data-label="link-title">Book a demo</span></div></a><a class="inline-flex items-center justify-center duration-200 ease-in-out rounded-sm border border-transparent text-center font-medium disabled:cursor-not-allowed focus-visible:outline-blue-40 bg-button-primary text-button-primary no-underline py-2 px-4 min-h-[32px]" href="https://console.aiven.io/signup"><div class="inline-flex items-center justify-center gap-3"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line" data-label="link-title">Get started for free</span></div></a><div class="relative size-9"><button type="button" data-testid="searchbtn" aria-label="Click here to open search" class="absolute flex size-9 items-center justify-center"><svg height="20" width="20" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg" class="text-theme-primary" aria-hidden="true"><path d="M19.56 17.44L14.62 12.5C15.49 11.21 16 9.67 16 8C16 3.58 12.42 0 8 0C3.58 0 0 3.58 0 8C0 12.42 3.58 16 8 16C9.67 16 11.21 15.49 12.5 14.62L17.44 19.56C17.71 19.83 18.09 20 18.5 20C19.33 20 20 19.33 20 18.5C20 18.09 19.83 17.71 19.56 17.44ZM8 14C4.69 14 2 11.31 2 8C2 4.69 4.69 2 8 2C11.31 2 14 4.69 14 8C14 11.31 11.31 14 8 14Z" fill="currentColor"></path></svg></button><form role="search" aria-label="Global" data-discover="true" action="/" method="get"><div style="position:absolute;left:-9999px" aria-hidden="true"><label>Please leave this field blank<input class="border-stroke border" type="text" tabindex="-1" autoComplete="off" name="language__option"/></label></div><div class="fixed inset-x-6 top-3 overflow-hidden transition-[width] ease-in lg:absolute lg:left-auto lg:right-0 lg:top-0 !w-0 !p-0"></div></form></div></div></nav></div></header></div><main tabindex="-1" id="main" role="main"><div><div class="overflow-hidden bg-theme-secondary bg-no-repeat"><div class="mx-auto max-w-container-with-padding px-layout2 py-layout3 md:py-layout6"><div class="mx-auto max-w-[1000px] text-center"><p class="font-body text-xs leading-[1.5] tracking-[0.1em] uppercase font-medium text-secondary mb-5 whitespace-pre-line">May 1, 2024</p><h1 class="font-heading text-3xl md:text-5xl leading-[1.25] -tracking-[0.02em] font-semibold text-primary whitespace-pre-line">Aiven Support Services</h1><div class="animate-heroBounceUp opacity-0"></div></div></div></div><div class="mx-auto max-w-container-with-padding px-layout2 py-layout3 md:py-layout6 !max-w-content"><h2 class="font-heading text-2xl md:text-3xl leading-[1.375] -tracking-[0.01em] font-semibold text-primary mb-6 mt-9 whitespace-pre-line">General</h2><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line">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.</p><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line">Aiven provides Basic level support without separate charge for regular subscriptions (which is included in all paid service plans) through the <a class="text-link relative" href="https://aiven.io/docs/platform/howto/support">Aiven Support Center</a> within the Aiven Console. Responses are provided on a best-effort basis during the same or next business day.</p><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line">This Support Services Description applies only to customers utilizing online terms and conditions.</p><h2 class="font-heading text-2xl md:text-3xl leading-[1.375] -tracking-[0.01em] font-semibold text-primary mb-6 mt-9 whitespace-pre-line">Support tiers</h2><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line">Aiven also offers three additional support tiers on top of the free Basic tier described above: <strong>Essential, Advanced, and Premium</strong>. 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. </p><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line">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 <a class="text-link relative" href="https://aiven.io/community/forum/">community forum</a>.</p><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line">For more details on the specifics of what the support covers, visit the <a class="text-link" href="/responsibility-matrix" data-discover="true">responsibility page</a>.</p><h3 class="font-heading text-xl md:text-2xl leading-[1.375] font-semibold text-primary mb-5 mt-7 whitespace-pre-line">Support tier</h3><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line">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 <a class="text-link relative" href="https://aiven.io/sla">SLA</a> of 99.99%.</p><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line"></p><div class="mb-5"><div class="relative w-full"><table class="w-full my-layout4 table-auto text-left !table-auto"><thead class="border-y border-grey-80"><tr><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"></div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Essential</div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Advanced</div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Premium</div></span></th></tr></thead><tbody><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Recommendation</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Minimum recommendation for Production workloads on Aiven</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Production and business critical workloads on Aiven</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Business and mission Critical workloads on Aiven</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Enhanced technical support</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">24/5</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">24/7</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">24/7</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Technical phone support escalation</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Yes</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Account team</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Account manager</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Designated account manager </div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Shared Slack channel</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Direct to account team</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Technical Account Manager (TAM)</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Designated TAM</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Aiven service capacity and cost optimization</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Semi-annual</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Aiven proactive health check <sup>1</sup></div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">L1</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">L1, L2, L3</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Aiven service migration review and planning</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Included</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Included</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Aiven service disaster recovery review and planning</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Best practices</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Best practices</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Business review and strategic alignment</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Semi-annual</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Quarterly</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Training & enablement sessions <sup>2</sup></div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Twice per year</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Dedicated office hours</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Bi-weekly</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Customized Incident RCA</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">-</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Yes</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Minimum term length <sup>3</sup></div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">1 month</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">6 months</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">12 months</div></span></td></tr></tbody></table></div></div><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line"><em>1: L1 - Static Analysis of Services, L2 - Signal Detection in Logs & Metrics, L3 - Architectural Review</em></p><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line"><em>2: Additional assistance beyond the original limits can be purchased as Value Add Services which will be delivered by our Expert Services team.</em></p><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line"><em>3: Plans are for self-service customer subject to a minimum term with non-cancellable fees</em></p><h3 class="font-heading text-xl md:text-2xl leading-[1.375] font-semibold text-primary mb-5 mt-7 whitespace-pre-line">Case severity descriptions</h3><div class="mb-5"><div class="relative w-full"><table class="w-full my-layout4 table-auto text-left !table-auto"><thead class="border-y border-grey-80"><tr><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"> Case severity</div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Description and examples</div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"> Support channel</div></span></th></tr></thead><tbody><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"><strong>Low P4</strong> <br /> General guidance - No service impact</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">You have a general question about our service capabilities and usage or you want to request a feature.</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Support ticket submitted through the Aiven Support Center.</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"><strong>Medium P3</strong> <br /> Service impacted</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">A workaround is available, however elevated attention from Aiven is required for further investigation. You have a time-sensitive service question. </div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Support ticket submitted through the Aiven Support Center.</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"><strong>High P2</strong> <br /> Production severely impacted</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Noncritical features of your application are behaving abnormally. A workaround is not available and will mitigate impact with elevated attention from Aiven. </div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Support ticket submitted through the Aiven Support Center.</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"><strong>Critical P1</strong> <br /> Business/mission-critical system down</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Your business will be seriously impacted and there is no way to get around the issue. Your application's critical features are not available.</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Support ticket submitted through the Aiven Support Center. Customers subscribed to Premium tier may contact Provider via their dedicated support phone number to escalate a case.</div></span></td></tr></tbody></table></div></div><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line"><em>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.</em></p><h3 class="font-heading text-xl md:text-2xl leading-[1.375] font-semibold text-primary mb-5 mt-7 whitespace-pre-line">Response times by case severity</h3><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line">We make every reasonable effort to respond to your initial request within the corresponding timeframes. </p><div class="mb-5"><div class="relative w-full"><table class="w-full my-layout4 table-auto text-left !table-auto"><thead class="border-y border-grey-80"><tr><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Response times by case severity</div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Basic</div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Essential</div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Advanced</div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Premium</div></span></th></tr></thead><tbody><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"><strong>Low</strong> <br /> General guidance - No service impact</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Next business day</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Next business day</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">24 hours</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">24 hours</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"><strong>Medium</strong> <br /> Service impacted</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"></div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">12 hours</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">8 hours</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">4 hours</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"><strong>High</strong> <br /> Production severely impacted</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"></div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"></div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">2 hours</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">1 hour</div></span></td></tr><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"><strong>Critical</strong> <br /> Business/mission-critical system down</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"></div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link"></div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">30 minutes</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">15 minutes</div></span></td></tr></tbody></table></div></div><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line"><em>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.</em><br/></p><h2 class="font-heading text-2xl md:text-3xl leading-[1.375] -tracking-[0.01em] font-semibold text-primary mb-6 mt-9 whitespace-pre-line">Support pricing per month</h2><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line"></p><div class="mb-5"><div class="relative w-full"><table class="w-full my-layout4 table-auto text-left !table-auto"><thead class="border-y border-grey-80"><tr><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Essential</div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Advanced</div></span></th><th style="top:calc(var(--nav-height) -1px)" class="p-4 text-left bg-primary border-stroke sticky"><span class="font-body text-xs md:text-sm leading-[1.5] font-medium text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Premium</div></span></th></tr></thead><tbody><tr class="hover:bg-secondary bg-primary"><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Greater of $500 or<br /><br />10% of all monthly charges</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Greater of $2,500 or<br /><br />10% of all monthly charges</div></span></td><td class="p-4 border-b border-stroke align-top"><span class="font-body text-xs md:text-sm leading-[1.5] font-normal text-current whitespace-pre-line"><div class="prose-snackdown html-with-link">Greater of $10,000 or<br /><br /> <ul> <li>10% for the first $0–$150K or</li> <li>7% from $150K–$500K or</li> <li>5% from $500K–$1M or</li> <li>3% over $1M of all monthly charges</li> </ul></div></span></td></tr></tbody></table></div></div><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line"><em>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.</em></p><p class="font-body text-sm md:text-base leading-[1.5] font-normal text-primary mb-5 last:mb-0 whitespace-pre-line"><em>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.</em></p></div></div><script>window.ENV = {"SANITY_DATASET":"production","FLY_CONTEXT":"production","POSTHOG_PUBLIC_KEY":"phc_EWz5eLaLkLahWSrONCmzE7UuF9NGYVzYXZbwJQHtkyl","ALGOLIA_APPLICATION_ID":"89D9BQVQKJ","ALGOLIA_INDEX":"prod_Aiven_Global","SENTRY_DSN":"https://bdc4bca9ce310ecedcc4c4edd3744f47@o153558.ingest.us.sentry.io/4508460109004801"};</script></main><footer role="contentinfo" class="dark bg-grey-100"><div class="mx-auto max-w-container-with-padding px-layout2 py-layout3 md:py-layout6"><div class="mb-layout5 flex flex-col justify-between gap-6 lg:flex-row"><div class="flex flex-1 flex-col flex-wrap gap-6 md:flex-row"><div class="basis-full border-b border-grey-40 pb-6 xl:mr-7 xl:shrink xl:grow 2xl:basis-1/6 2xl:border-none 2xl:pb-0"><img aria-hidden="true" loading="lazy" width="140px" height="47px" src="/assets/logo-aiven-white-DVTDC5gM.svg" alt="Aiven Logo at footer"/><p class="font-body text-xs md:text-sm 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menu\",\"2025-03-28T09:09:39Z\",\"isPreview\",\"ENV\",{\"_1567\":1568,\"_1569\":-7,\"_1570\":1568,\"_1571\":1572,\"_1573\":1574,\"_1575\":1576,\"_1577\":-7,\"_1578\":-7,\"_1579\":1580},\"SANITY_DATASET\",\"production\",\"SENTRY_RELEASE\",\"FLY_CONTEXT\",\"POSTHOG_PUBLIC_KEY\",\"phc_EWz5eLaLkLahWSrONCmzE7UuF9NGYVzYXZbwJQHtkyl\",\"ALGOLIA_APPLICATION_ID\",\"89D9BQVQKJ\",\"ALGOLIA_INDEX\",\"prod_Aiven_Global\",\"CI\",\"SANITY_SECRET\",\"SENTRY_DSN\",\"https://bdc4bca9ce310ecedcc4c4edd3744f47@o153558.ingest.us.sentry.io/4508460109004801\",\"bootstrapData\",{},\"iframeResizerLicense\",\"1jy4dww5qzv-s54r73oxcn-v59f4kfgfz\",\"en-generic-page\",{\"_1587\":1588,\"_2045\":-7,\"_2046\":2047,\"_2048\":2049},\"pageData\",{\"_1589\":-5,\"_1590\":-5,\"_1591\":1592,\"_1564\":32,\"_2042\":2043,\"_2044\":-7},\"query\",\"queryParams\",\"data\",{\"_37\":1593,\"_1594\":1595,\"_1596\":-5,\"_1597\":-5,\"_18\":1598,\"_101\":76,\"_1599\":1600,\"_27\":2022,\"_107\":2023,\"_2024\":-5,\"_16\":2025,\"_2026\":2027,\"_2038\":-5,\"_2039\":-5,\"_2040\":-5,\"_20\":2041,\"_106\":12},\"Aiven Support Services\",\"publishedAt\",\"2024-05-01T11:00:00.000Z\",\"infoBanner\",\"secondaryNavigation\",\"YWHkZRhDz94HWGkESn2RU7\",\"content\",[1601,1617,1626,1646,1654,1662,1679,1698,1717,1726,1744,1752,1847,1856,1864,1872,1880,1911,1919,1927,1935,1967,1979,1987,1994,2006,2014],{\"_1046\":-5,\"_1053\":-5,\"_1602\":1603,\"_35\":1604,\"_1605\":1606,\"_1607\":1608,\"_20\":1616},\"style\",\"h2\",\"75de354f9104\",\"markDefs\",[],\"children\",[1609],{\"_20\":1610,\"_1611\":1612,\"_1613\":1614,\"_35\":1615},\"span\",\"marks\",[],\"text\",\"General\",\"21e86156a5c50\",\"block\",{\"_20\":1616,\"_1046\":-5,\"_1053\":-5,\"_1602\":1618,\"_35\":1619,\"_1605\":1620,\"_1607\":1621},\"normal\",\"e5d9538071c0\",[],[1622],{\"_20\":1610,\"_1611\":1623,\"_1613\":1624,\"_35\":1625},[],\"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.\",\"b68841a419b90\",{\"_1605\":1627,\"_1607\":1632,\"_20\":1616,\"_1602\":1618,\"_35\":1645,\"_1046\":-5,\"_1053\":-5},[1628],{\"_27\":-5,\"_11\":-5,\"_31\":32,\"_20\":34,\"_1629\":1630,\"_35\":1631},\"href\",\"https://aiven.io/docs/platform/howto/support\",\"26cdff81670c\",[1633,1637,1641],{\"_1611\":1634,\"_1613\":1635,\"_35\":1636,\"_20\":1610},[],\"Aiven provides Basic level support without separate charge for regular subscriptions (which is included in all paid service plans) through the \",\"744774bffe040\",{\"_20\":1610,\"_1611\":1638,\"_1613\":1639,\"_35\":1640},[1631],\"Aiven Support Center\",\"744774bffe041\",{\"_35\":1642,\"_20\":1610,\"_1611\":1643,\"_1613\":1644},\"744774bffe042\",[],\" within the Aiven Console. Responses are provided on a best-effort basis during the same or next business day.\",\"7ca400268c57\",{\"_20\":1616,\"_1602\":1618,\"_35\":1647,\"_1046\":-5,\"_1053\":-5,\"_1605\":1648,\"_1607\":1649},\"fb93b481a903\",[],[1650],{\"_20\":1610,\"_1611\":1651,\"_1613\":1652,\"_35\":1653},[],\"This Support Services Description applies only to customers utilizing online terms and conditions.\",\"a71e794fee88\",{\"_35\":1655,\"_1605\":1656,\"_1607\":1657,\"_20\":1616,\"_1602\":1603,\"_1046\":-5,\"_1053\":-5},\"4349e03d0d2a\",[],[1658],{\"_1611\":1659,\"_1613\":1660,\"_35\":1661,\"_20\":1610},[],\"Support tiers\",\"4f4d990fccda0\",{\"_1053\":-5,\"_20\":1616,\"_1602\":1618,\"_35\":1663,\"_1605\":1664,\"_1607\":1665,\"_1046\":-5},\"02fab9577873\",[],[1666,1670,1675],{\"_20\":1610,\"_1611\":1667,\"_1613\":1668,\"_35\":1669},[],\"Aiven also offers three additional support tiers on top of the free Basic tier described above: \",\"c026759ad0600\",{\"_20\":1610,\"_1611\":1671,\"_1613\":1673,\"_35\":1674},[1672],\"strong\",\"Essential, Advanced, and Premium\",\"6971d7bf37d6\",{\"_20\":1610,\"_1611\":1676,\"_1613\":1677,\"_35\":1678},[],\". 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. \",\"0c134f98cfcd\",{\"_20\":1616,\"_1602\":1618,\"_35\":1680,\"_1605\":1681,\"_1046\":-5,\"_1053\":-5,\"_1607\":1685},\"55cc8a8aa87b\",[1682],{\"_11\":-5,\"_31\":32,\"_35\":1683,\"_20\":34,\"_1629\":1684,\"_27\":-5},\"09ee72bb0942\",\"https://aiven.io/community/forum/\",[1686,1690,1694],{\"_20\":1610,\"_1611\":1687,\"_1613\":1688,\"_35\":1689},[],\"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 \",\"3b653c64106d\",{\"_20\":1610,\"_1611\":1691,\"_1613\":1692,\"_35\":1693},[1683],\"community forum\",\"291a1dc7c1cc\",{\"_1611\":1695,\"_1613\":1696,\"_35\":1697,\"_20\":1610},[],\".\",\"667bd633c782\",{\"_1605\":1699,\"_1607\":1704,\"_20\":1616,\"_1602\":1618,\"_1046\":-5,\"_1053\":-5,\"_35\":1716},[1700],{\"_11\":12,\"_20\":39,\"_35\":1701,\"_39\":1702,\"_27\":1703},\"dc4c4bb6a58a\",{\"_41\":501,\"_20\":43},{\"_29\":505,\"_20\":27},[1705,1709,1713],{\"_20\":1610,\"_1611\":1706,\"_1613\":1707,\"_35\":1708},[],\"For more details on the specifics of what the support covers, visit the \",\"c715598e05ca0\",{\"_20\":1610,\"_1611\":1710,\"_1613\":1711,\"_35\":1712},[1701],\"responsibility page\",\"2ae81dfda539\",{\"_1613\":1696,\"_35\":1714,\"_20\":1610,\"_1611\":1715},\"7575f759b80c\",[],\"86f9d78f6e68\",{\"_20\":1616,\"_1602\":1718,\"_35\":1719,\"_1605\":1720,\"_1607\":1721,\"_1046\":-5,\"_1053\":-5},\"h3\",\"d6bfe053773f\",[],[1722],{\"_35\":1723,\"_20\":1610,\"_1611\":1724,\"_1613\":1725},\"a8ac7b89cda40\",[],\"Support tier\",{\"_1053\":-5,\"_1605\":1727,\"_1607\":1731,\"_20\":1616,\"_1602\":1618,\"_35\":1743,\"_1046\":-5},[1728],{\"_31\":32,\"_20\":34,\"_1629\":1729,\"_35\":1730,\"_27\":-5,\"_11\":-5},\"https://aiven.io/sla\",\"817a94362d11\",[1732,1736,1739],{\"_20\":1610,\"_1611\":1733,\"_1613\":1734,\"_35\":1735},[],\"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 \",\"eecd592f8b430\",{\"_35\":1737,\"_20\":1610,\"_1611\":1738,\"_1613\":466},\"58b5ffeebd501\",[1730],{\"_20\":1610,\"_1611\":1740,\"_1613\":1741,\"_35\":1742},[],\" of 99.99%.\",\"58b5ffeebd502\",\"d7e2e888f835\",{\"_1607\":1745,\"_20\":1616,\"_1602\":1618,\"_35\":1750,\"_1605\":1751,\"_1046\":-5,\"_1053\":-5},[1746],{\"_20\":1610,\"_1611\":1747,\"_1613\":1748,\"_35\":1749},[],\"\",\"ab404852ec490\",\"bcd19405e7dc\",[],{\"_20\":1753,\"_35\":1754,\"_1755\":1756,\"_1605\":-5,\"_1046\":-5,\"_1053\":-5},\"table\",\"b662f0b87ac6\",\"rows\",[1757,1765,1772,1778,1784,1790,1795,1800,1805,1811,1816,1821,1826,1831,1836,1840],{\"_1758\":1759,\"_20\":1763,\"_35\":1764},\"cells\",[1748,1760,1761,1762],\"Essential\",\"Advanced\",\"Premium\",\"tableRow\",\"791d74ba-89a0-450e-ab4a-d58479c1ecf9\",{\"_1758\":1766,\"_20\":1763,\"_35\":1771},[1767,1768,1769,1770],\"Recommendation\",\"Minimum recommendation for Production workloads on Aiven\",\"Production and business critical workloads on Aiven\",\"Business and mission Critical workloads on Aiven\",\"2fbe2fff-5f47-428b-8c54-1bd5568b14bc\",{\"_35\":1773,\"_1758\":1774,\"_20\":1763},\"7e421566-6253-4fef-9ee2-68f02a72dfd3\",[1775,1776,1777,1777],\"Enhanced technical support\",\"24/5\",\"24/7\",{\"_1758\":1779,\"_20\":1763,\"_35\":1783},[1780,1781,1781,1782],\"Technical phone support escalation\",\"-\",\"Yes\",\"bfa7e8ec-1b3d-48fd-b03b-18e0eba8dcee\",{\"_1758\":1785,\"_20\":1763,\"_35\":1789},[1786,1781,1787,1788],\"Account team\",\"Account manager\",\"Designated account manager \",\"630617c6-bb4e-4efe-aadb-efaa0e73665e\",{\"_1758\":1791,\"_20\":1763,\"_35\":1794},[1792,1781,1781,1793],\"Shared Slack channel\",\"Direct to account team\",\"e2afd210-f88a-4e27-817f-c8fddd3178a2\",{\"_1758\":1796,\"_20\":1763,\"_35\":1799},[1797,1781,1781,1798],\"Technical Account Manager (TAM)\",\"Designated TAM\",\"4caed6ac-96be-4094-8fff-fe1775a6fe86\",{\"_1758\":1801,\"_20\":1763,\"_35\":1804},[1802,1781,1781,1803],\"Aiven service capacity and cost optimization\",\"Semi-annual\",\"63f7ed4f-75d3-4810-bc87-9c168ceaa642\",{\"_1758\":1806,\"_20\":1763,\"_35\":1810},[1807,1781,1808,1809],\"Aiven proactive health check \u003csup\u003e1\u003c/sup\u003e\",\"L1\",\"L1, L2, L3\",\"9186f017-1027-4707-b93a-d55ce7e69658\",{\"_1758\":1812,\"_20\":1763,\"_35\":1815},[1813,1781,1814,1814],\"Aiven service migration review and planning\",\"Included\",\"5c1a539e-cc8b-4856-919a-e9a33fe014b0\",{\"_35\":1817,\"_1758\":1818,\"_20\":1763},\"540f44d7-813b-44e7-8b79-f79b1a8c0f4e\",[1819,1781,1820,1820],\"Aiven service disaster recovery review and planning\",\"Best practices\",{\"_1758\":1822,\"_20\":1763,\"_35\":1825},[1823,1781,1803,1824],\"Business review and strategic alignment\",\"Quarterly\",\"8cefb334-3229-4836-85b8-f55e4e05a940\",{\"_35\":1827,\"_1758\":1828,\"_20\":1763},\"3289ee33-33e5-4e69-bc5f-a7d61955cef1\",[1829,1781,1781,1830],\"Training \u0026 enablement sessions \u003csup\u003e2\u003c/sup\u003e\",\"Twice per year\",{\"_20\":1763,\"_35\":1832,\"_1758\":1833},\"d281386e-6e7c-423f-9493-181490f0f9ab\",[1834,1781,1781,1835],\"Dedicated office hours\",\"Bi-weekly\",{\"_35\":1837,\"_1758\":1838,\"_20\":1763},\"a94e36c1-1252-4a2b-b5d3-95696c9008bb\",[1839,1781,1781,1782],\"Customized Incident RCA\",{\"_1758\":1841,\"_20\":1763,\"_35\":1846},[1842,1843,1844,1845],\"Minimum term length \u003csup\u003e3\u003c/sup\u003e\",\"1 month\",\"6 months\",\"12 months\",\"9f37b5b9-2ea4-4243-8a26-c9d5d53f23de\",{\"_1046\":-5,\"_1053\":-5,\"_20\":1616,\"_1602\":1618,\"_35\":1848,\"_1605\":1849,\"_1607\":1850},\"a16d25c61bad\",[],[1851],{\"_35\":1852,\"_20\":1610,\"_1611\":1853,\"_1613\":1855},\"35e84bb04c8b0\",[1854],\"em\",\"1: L1 - Static Analysis of Services, L2 - Signal Detection in Logs \u0026 Metrics, L3 - Architectural Review\",{\"_1046\":-5,\"_1053\":-5,\"_1605\":1857,\"_1607\":1858,\"_20\":1616,\"_1602\":1618,\"_35\":1863},[],[1859],{\"_1613\":1860,\"_35\":1861,\"_20\":1610,\"_1611\":1862},\"2: Additional assistance beyond the original limits can be purchased as Value Add Services which will be delivered by our Expert Services team.\",\"61865559632c\",[1854],\"b22498af0a6d\",{\"_1602\":1618,\"_35\":1865,\"_1605\":1866,\"_1607\":1867,\"_1046\":-5,\"_1053\":-5,\"_20\":1616},\"2f94367ef5a9\",[],[1868],{\"_1611\":1869,\"_1613\":1870,\"_35\":1871,\"_20\":1610},[1854],\"3: Plans are for self-service customer subject to a minimum term with non-cancellable fees\",\"bb66d9c14351\",{\"_20\":1616,\"_1602\":1718,\"_35\":1873,\"_1046\":-5,\"_1053\":-5,\"_1605\":1874,\"_1607\":1875},\"c06227982415\",[],[1876],{\"_1613\":1877,\"_35\":1878,\"_20\":1610,\"_1611\":1879},\"Case severity descriptions\",\"a35130ae6b33\",[],{\"_20\":1753,\"_35\":1881,\"_1755\":1882,\"_1605\":-5,\"_1046\":-5,\"_1053\":-5},\"82f41b27fd97\",[1883,1889,1895,1900,1905],{\"_35\":1884,\"_1758\":1885,\"_20\":1763},\"969f04c4-31d3-4d2e-a10c-9d6b862a5801\",[1886,1887,1888],\" Case severity\",\"Description and examples\",\" Support channel\",{\"_1758\":1890,\"_20\":1763,\"_35\":1894},[1891,1892,1893],\"**Low P4** \\\\n General guidance - No service impact\",\"You have a general question about our service capabilities and usage or you want to request a feature.\",\"Support ticket submitted through the Aiven Support Center.\",\"49bf99d2-fd41-4624-bc31-6a29cdb607e4\",{\"_1758\":1896,\"_20\":1763,\"_35\":1899},[1897,1898,1893],\"**Medium P3** \\\\n Service impacted\",\"A workaround is available, however elevated attention from Aiven is required for further investigation. You have a time-sensitive service question. \",\"1432de42-6bb4-417a-bb64-9ca46aed85e7\",{\"_1758\":1901,\"_20\":1763,\"_35\":1904},[1902,1903,1893],\"**High P2** \\\\n Production severely impacted\",\"Noncritical features of your application are behaving abnormally. A workaround is not available and will mitigate impact with elevated attention from Aiven. \",\"f33a1a77-d1b4-48eb-8b41-061e6c7d3a93\",{\"_20\":1763,\"_35\":1906,\"_1758\":1907},\"e8c63230-06ac-4f86-b73f-b7a8fba392da\",[1908,1909,1910],\"**Critical P1** \\\\n Business/mission-critical system down\",\"Your business will be seriously impacted and there is no way to get around the issue. Your application's critical features are not available.\",\"Support ticket submitted through the Aiven Support Center. Customers subscribed to Premium tier may contact Provider via their dedicated support phone number to escalate a case.\",{\"_1607\":1912,\"_1046\":-5,\"_1053\":-5,\"_20\":1616,\"_1602\":1618,\"_35\":1917,\"_1605\":1918},[1913],{\"_20\":1610,\"_1611\":1914,\"_1613\":1915,\"_35\":1916},[1854],\"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.\",\"8945c33e508b\",\"8c683fd10db3\",[],{\"_35\":1920,\"_1605\":1921,\"_1607\":1922,\"_20\":1616,\"_1602\":1718,\"_1046\":-5,\"_1053\":-5},\"d1425951c892\",[],[1923],{\"_1611\":1924,\"_1613\":1925,\"_35\":1926,\"_20\":1610},[],\"Response times by case severity\",\"dfa4e6c2330a\",{\"_1607\":1928,\"_20\":1616,\"_1602\":1618,\"_35\":1933,\"_1605\":1934,\"_1046\":-5,\"_1053\":-5},[1929],{\"_1611\":1930,\"_1613\":1931,\"_35\":1932,\"_20\":1610},[],\"We make every reasonable effort to respond to your initial request within the corresponding timeframes. \",\"1a1815ab6b5a0\",\"8bacd711400e\",[],{\"_20\":1753,\"_35\":1936,\"_1755\":1937,\"_1605\":-5,\"_1046\":-5,\"_1053\":-5},\"687f112a48d8\",[1938,1942,1948,1955,1961],{\"_1758\":1939,\"_20\":1763,\"_35\":1941},[1925,1940,1760,1761,1762],\"Basic\",\"b5ce9691-d3dc-4f42-a8f6-4261fada7c78\",{\"_20\":1763,\"_35\":1943,\"_1758\":1944},\"1d3ce6a5-0d81-4d3b-ba5e-f7ad97b15292\",[1945,1946,1946,1947,1947],\"**Low** \\\\n General guidance - No service impact\",\"Next business day\",\"24 hours\",{\"_1758\":1949,\"_20\":1763,\"_35\":1954},[1950,1748,1951,1952,1953],\"**Medium** \\\\n Service impacted\",\"12 hours\",\"8 hours\",\"4 hours\",\"82803c11-9362-4739-bca0-46ff5674bd36\",{\"_1758\":1956,\"_20\":1763,\"_35\":1960},[1957,1748,1748,1958,1959],\"**High** \\\\n Production severely impacted\",\"2 hours\",\"1 hour\",\"4c2310ad-b452-4b4c-83aa-2cc9ef757d33\",{\"_1758\":1962,\"_20\":1763,\"_35\":1966},[1963,1748,1748,1964,1965],\"**Critical** \\\\n Business/mission-critical system down\",\"30 minutes\",\"15 minutes\",\"6b22cbff-d3ec-41eb-b899-be12b0701de5\",{\"_1046\":-5,\"_1053\":-5,\"_1605\":1968,\"_1607\":1969,\"_20\":1616,\"_1602\":1618,\"_35\":1978},[],[1970,1974],{\"_20\":1610,\"_1611\":1971,\"_1613\":1972,\"_35\":1973},[1854],\"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.\",\"c41b09422006\",{\"_1611\":1975,\"_1613\":1976,\"_35\":1977,\"_20\":1610},[],\"\\n\",\"bb3fd99c96350\",\"02a15ae6744a\",{\"_1053\":-5,\"_1602\":1603,\"_35\":1980,\"_1605\":1981,\"_1607\":1982,\"_20\":1616,\"_1046\":-5},\"ffca24239284\",[],[1983],{\"_1611\":1984,\"_1613\":1985,\"_35\":1986,\"_20\":1610},[],\"Support pricing per month\",\"45a0d675ecd5\",{\"_20\":1616,\"_1602\":1618,\"_35\":1988,\"_1605\":1989,\"_1607\":1990,\"_1046\":-5,\"_1053\":-5},\"79b18d63e826\",[],[1991],{\"_20\":1610,\"_1611\":1992,\"_1613\":1748,\"_35\":1993},[],\"ff546d56c08a0\",{\"_1046\":-5,\"_1053\":-5,\"_20\":1753,\"_35\":1995,\"_1755\":1996,\"_1605\":-5},\"285331116a2e\",[1997,2000],{\"_1758\":1998,\"_20\":1763,\"_35\":1999},[1760,1761,1762],\"1f654f22-33e1-45bf-8840-47684521a6df\",{\"_35\":2001,\"_1758\":2002,\"_20\":1763},\"2ab52a3c-7398-4756-9b19-1d453d5040d1\",[2003,2004,2005],\"Greater of $500 or\u003cbr /\u003e\u003cbr /\u003e10% of all monthly charges\",\"Greater of $2,500 or\u003cbr /\u003e\u003cbr /\u003e10% of all monthly charges\",\"Greater of $10,000 or\u003cbr /\u003e\u003cbr /\u003e \u003cul\u003e \u003cli\u003e10% for the first $0–$150K or\u003c/li\u003e \u003cli\u003e7% from $150K–$500K or\u003c/li\u003e \u003cli\u003e5% from $500K–$1M or\u003c/li\u003e \u003cli\u003e3% over $1M of all monthly charges\u003c/li\u003e \u003c/ul\u003e\",{\"_1607\":2007,\"_20\":1616,\"_1602\":1618,\"_35\":2012,\"_1046\":-5,\"_1053\":-5,\"_1605\":2013},[2008],{\"_20\":1610,\"_1611\":2009,\"_1613\":2010,\"_35\":2011},[1854],\"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.\",\"e4b6502ce8040\",\"356be8bf33fa\",[],{\"_1602\":1618,\"_1046\":-5,\"_1053\":-5,\"_35\":2015,\"_1605\":2016,\"_1607\":2017,\"_20\":1616},\"ea01ccffdbe4\",[],[2018],{\"_20\":1610,\"_1611\":2019,\"_1613\":2020,\"_35\":2021},[1854],\"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.\",\"efb1a00cb22b0\",{\"_20\":27,\"_29\":10},\"2022-06-06T03:04:37Z\",\"modals\",\"2024-09-20T09:31:12Z\",\"seo\",{\"_2028\":2029,\"_2033\":2034,\"_2035\":2036,\"_20\":2037},\"metaImage\",{\"_20\":1105,\"_1053\":2030,\"_1046\":2031},\"support services meta preview\",{\"_41\":2032,\"_20\":43},\"image-25d75ec64ecec16985cb970efdd7a1652c0ff95f-476x250-jpg\",\"metaDescription\",\"Our cloud services are monitored 24/7/365 by Aiven personnel. 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