With one of our Apache Pulsar support plans, we provide support for your Apache Pulsar cluster. You can open tickets in our ticket tracking system that have response time targets based on severity. All support plans provide email support. The higher plans also include phone support. For details on our support plans including severity levels, see Support Plans.
We can support Apache Pulsar clusters running on our core supported cloud providers (AWS, Azure, GCP) as well as other cloud providers. We also support private cloud and on-premise Pulsar installations.
How We Charge
The Apache Pulsar support plans are charged as a percentage of the estimated monthly infrastructure costs (compute and storage), similar to how cloud providers charge for support. For this calculation, we use the publicly listed on-demand prices for the cloud provider. Based on the estimated monthly infrastructure cost, we charge a percentage of that amount monthly.
For example, if we are supporting Pulsar running in a 6-node Kubernetes cluster with 1 TB of combined storage, we estimate the monthly cost of that and then charge a percentage.
Note: The Platinum support plan can only be applied to Apache Pulsar clusters running in approved multi-zone configurations.
NON-CORE CLOUDS AND PRIVATE
For cloud providers not on our core supported list (GCP, AWS, and Azure) and private clusters, we calculate the estimated infrastructure cost based on an equivalent setup in AWS in a nearby region. We also charge a additional one-time account setup fee of $250 USD.
We only re-evaluate the estimated infrastructure cost at the contract creation/renewal. So, if you sign a long term contract, the price is fixed for the duration of the contract regardless of changes in the estimated infrastructure cost.
For example, if you sign a 6-month contract with pricing based on a 6-node Kubernetes cluster and over the course of the contract because of demand you need to expand to a 12-node setup, there are no fee adjustments. Of course, on renewal the price would be based on the 12-node setup, but for the duration of the contract, the price is fixed.