All kPow licenses come with our standard support plan, including:
Our standard support plan does not offer response time SLAs.
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:
When you create a ticket, we will review the priority and respond within the response time and support window SLAs described below.
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 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||72 hours|
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.