Managed Service provides enterprise support for operating, maintaining, and troubleshooting Apache Pulsar and Apache BookKeeper deployments in your own environment, from on-premise to private and public cloud, including container orchestration solutions such as Kubernetes.
The StreamNative team has been working on Pulsar/BookKeeper based messaging and streaming systems for years. We have successfully helped our customers unlock the full potential of upstream Apache Pulsar and Apache BookKeeper.
StreamNative Managed Service provides enterprise support with operating, maintaining, and troubleshooting Apache Pulsar and Apache BookKeeper deployments in your own environment, from on-premise to private and public cloud, including container orchestration solutions such as Kubernetes.
The Managed Service is designed for the companies which have the production operation requirements for their Apache Pulsar or Apache BookKeeper deployments.
The Managed Service is offered in a flexible set of packages and extensions to meet a range of use cases and requirements.
Covers the core messaging and storage capabilities of open-source Apache Pulsar. The package includes brokers, bookies, schema, geo-replication and so on.
Designed to provide the serverless computing capabilities for processing event streams stored at Apache Pulsar. The package includes Pulsar Functions and IO connectors.
Built for streaming-first, unified data processing workloads for analyzing events stored at Apache Pulsar. The package covers Pulsar SQL (Presto), Spark and Flink integration.
The PubSub Package is required for all deployments. Combining the PubSub Package with one or more of the Serverless and Analytics packages add support for additional capabilities valuable for specific scenarios.
Managed Service support includes troubleshooting, diagnosis, advice and software patches to resolve reported issues. StreamNative provides multiple support packages for organizations deploying Apache Pulsar solutions in a variety of scenarios
All the support packages are SLA-driven.
The comparison table that follows summarizes these support offerings.
|Support hours||24 X 7
|24 X 7
|24 X 7
|SEV-1 response time||8 hrs||60 mins||30 mins|
|Assigned support contacts||1||2||2|
|Assigned support manager||✓|
|Annual health check||✓|
|Additional Developer Support Time||1 hrs||2 hrs||4 hrs|
Incident severity levels and response time service levels are defined as indicated in the following table.
|SEV-1 (Fatal)||Production outage, no workaround||8h||60 mins||30 mins|
|SEV-2 (Critical)||Significant production degradation||8h||4h||2h|
|SEV-3 (Medium)||Non-production incident or workaround exists||1d||8h||8h|
|SEV-4 (Low)||Information and feature requests||2d||2d||1d|
For customizing the incident response time for your managed clusters, please contact us.
The number of minutes in the month the managed Pulsar/BookKeeper service is unable to accept a produced message.
The total number of minutes is the total number of minutes in the month minus the downtime, divided by the total number of minutes in the month. If the service is administratively initiated or terminated during the month, then the service is considered 100% available during the minutes it was not configured.
The percentage of the monthly charge described below, that will be credited to the customer account to be used for future payments. The service credits levels are limited by the SLA of the support plan.
|Monthly Uptime SLA||Service Credit|
|< 99.95% but equal to or greater than 99.5%||7%|
|< 99.5% but equal to or greater than 99.0%||12%|
For the purposes of the monthly uptime calculations, if the service is unavailable due to any of the following reasons, they are excluded from downtime:
The Managed Service is 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, we charge a certain percentage of that amount monthly. The percentage is determined by the chosen Service Package and Support Package.
Volume discounts are available as the total environment reaches larger scales.
StreamNative provides discounts to customers via Open Source Partnership Program. If you are interested in this option, talk to us.
Developer Support provides enterprise support from StreamNative Pulsar and BookKeeper experts for projects at the development stage and for your customizations in production - ensure custom development by our partners and customers delivers high quality, high longevity, low risk, and robust solutions.