Learn about our Standard, Priority and Premium support plans.
Standard Support
All kPow licenses come with our standard support plan, including:
- Access to regular kPow product releases and updates.
- Ticketed email support via [email protected].
Our standard support plan does not offer response time SLAs.
Enterprise Support
kPow Enterprise licenses include the Standard support plan. You can choose to upgrade to a Priority or Premium support plan if required.
Support tickets are assigned one of the following priority categories:
- Priority 1: Critical. A complete loss of service or a significant feature with no workaround to Production systems. Does not include Staging or Development environments.
- Priority 2: Degraded. Critical issues in non-production environments or intermittent issues and reduced quality of service where a workaround may exist.
- Priority 3: General. Product questions, feature requests, and general enquiries.
When you create a ticket, we will review the priority and respond within the response time and support window SLAs described below.
Priority and Premium Support Levels
Our enterprise plans differ by response time SLA, support window, and total annual allowance for kPow training sessions.
If you have specific support requirements, please contact [email protected].
| Support Package | Priority | Premium |
|---|---|---|
| Support Window | 8 x 5 (AEST) | 24 x 7 |
| Team Training Sessions | 1 x 6 seats (2hrs session) | 4 x 6 seats (2 hrs session) |
| P1 Critical - Initial Response Time | EOD + 1 Business Day | 24 hours |
| P2 Degraded - Initial Response Time | EOD + 2 Business Days | 48 hours |
| P3 General - Initial Response Time | EOD + 3 Business Days | 36 hours |
More Information
To understand how Enterprise licenses are priced, obtain a quote, or to request a copy of our Support SLA Terms and Conditions see Enterprise Licenses.
Support plans apply to the kPow product only, we do not offer general Kafka support.