24/7 Support

Elasticsearch clusters fail in unpredictable ways — at 03:00 on a Friday, during a traffic spike, or silently over weeks as indices accumulate problems that only surface under load. Our 24/7 support service gives you direct access to senior Elasticsearch engineers at any hour, backed by documented SLAs. We are not a ticket queue — we are an extension of your operations team, and we treat your production environment with the urgency it deserves.

Immediate Incident Response

When your cluster status turns red, response time is the difference between a brief incident and a prolonged outage. Our on-call engineers acknowledge within minutes, not hours. We work alongside your team in a shared channel, communicating transparently as we diagnose — unassigned shards, split-brain risks, heap pressure, or corrupted indices — and implement the fastest safe remediation path. Every incident concludes with a written post-mortem that explains root cause and what changes prevent recurrence.

  • SLA-backed initial response and escalation path
  • Direct access to senior Elasticsearch engineers — no tier-1 screening
  • Transparent real-time communication during incidents
  • Written post-mortem with root cause and prevention recommendations
incident response
proactive monitoring

Proactive Health Monitoring

The best incident is one that never happens. We configure a comprehensive monitoring layer across your cluster — JVM heap trends, disk growth projections, shard imbalance, indexing rejection rates, and circuit breaker trip frequency. Alerts are calibrated to your cluster's normal operating range so they fire on real signals, not noise. We deliver a written weekly health digest that summarizes trends and flags items that need attention before they become problems.

  • Watcher-based alert configuration with tuned thresholds
  • JVM, disk capacity, and shard count trend monitoring
  • Indexing and search rejection rate alerting
  • Weekly written cluster health digest with trend analysis

Flexible Support Tiers

Different organizations have different operational maturity, risk tolerance, and budget constraints. Our support tiers are designed to match. The Starter tier suits teams that have internal Elasticsearch competency but need an expert escalation path. Professional and Enterprise tiers include dedicated engineers who learn your architecture deeply over time, quarterly planning reviews, and proactive advisory on Elasticsearch releases, deprecations, and security advisories.

  • Starter, Professional, and Enterprise support tiers
  • Dedicated Slack or Microsoft Teams support channel
  • Quarterly infrastructure review and roadmap planning
  • Version upgrade advisory and migration planning included
support tiers