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].

Enterprise Support

Kpow Enterprise licenses include a Priority or Premium Support Plan. Our enterprise plans differ by response time SLA, support window, and total annual allowance for Kpow training sessions.

Support InclusionsPriorityPremium
Support Window8 x 5 (AEST)24 x 7
Team Training Sessions1 x 6 seats (2hrs session)4 x 6 seats (2 hrs session)
P1 Critical - Initial Response TimeEOD + 1 Business Day24 hours
P2 Degraded - Initial Response TimeEOD + 2 Business Days48 hours
P3 General - Initial Response TimeEOD + 3 Business Days72 hours
Dedicated Support EmailYesYes
Slack SupportYesYes
Designated Account ManagerYesYes

Priority Categories

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 above.

More Information

If you have specific support requirements these can be discussed with your Onboarding Manager.

Support plans apply to the Kpow product only; we do not offer general Kafka support.

Please contact [email protected] for further information.