Announcing: The Pulsar PMC Published The 2020 Apache Pulsar User Survey Report!

Managed Service for Apache Pulsar and Apache BookKeeper

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.

Service Packages

The Managed Service is offered in a flexible set of packages and extensions to meet a range of use cases and requirements.

PubSub Package

Covers the core messaging and storage capabilities of open-source Apache Pulsar. The package includes brokers, bookies, schema, geo-replication and so on.

Serverless Package

Designed to provide the serverless computing capabilities for processing event streams stored at Apache Pulsar. The package includes Pulsar Functions and IO connectors.

Analytics Package

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.

Support Packages

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.

  • Essentials Package: for non-critical deployments, response within 8 hours.
  • Business Package: for critical production deployments, response within 1 hour.
  • Elite Package: for mission-critical production deployments, tight communication between StreamNative support and customers’ operation teams, response within 30 minutes.

The comparison table that follows summarizes these support offerings.

Essentials Business Elite
Documentation
Community forums
Support portal Email
Portal
Email
Portal
Slack
Email
Portal
Slack
Phone
Support hours 24 X 7
coverage
24 X 7
coverage
24 X 7
coverage
SEV-1 response time 8 hrs 60 mins 30 mins
Uptime SLA 99.5% 99.5% 99.95%
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.

Level Definition Essentials Business Platinum
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.

Service Level Agreement

Definition

Downtime

The number of minutes in the month the managed Pulsar/BookKeeper service is unable to accept a produced message.

Monthly Uptime

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.

Essentials Business Elite
Uptime SLA 99.5% 99.5% 99.95%

Credits

Service Credit

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%
< 99.0% 20%

Exclusions

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:

  • Service has been suspended due to a violation of the terms of service
  • Service is down due to factors outside StreamNative’s reasonable control, including but not limited to any force majeure event, network intrusions, denial of service attacks, systemic internet issues or any other act or omission of any telecommunication or service provider
  • Service is down due to customer’s negligence or willful misconduct, which may include failure to follow agreed-upon procedures

Pricing

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.

Open-source Partnership Program

StreamNative provides discounts to customers via Open Source Partnership Program. If you are interested in this option, talk to us.

For Developers

Development

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.

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For StreamNative Platform Users

StreamNative Subscription

StreamNative Subscription provides the full access to all the enterprise features in the StreamNative Platform and a full application lifecycle support from development to operations.

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