Factor House Support
Quick and easy access to support for Factor House products.
Kpow
Community
Support
For Kpow Community Users
Put your Kpow questions out to the community, or raise a ticket or feature request via Github.
Flex
Community
Support
For Flex Community Users
Put your Flex questions out to the community, or raise a ticket or feature request via Github.
Commercial
Product
Support
For Commercial License Holders
Access ticket product support via email, or book an installation support call.
Note: include product type and version, detailed description, screenshots, and other information.
General Enquiries
Find out how to contact our team for general enquiries (including sales related questions).
Commercial Support Plans
Standard Support
All commercial licenses come with our standard support plan, including:
- Access to regular product updates.
- Email support via [email protected].
Enterprise Support
Enterprise licenses include a commercial support plan that provides response time SLA, support window, and total annual allowance for training sessions.
| Support Feature | Plan Inclusion |
|---|---|
| Support Window | 8 x 5 (AEST Time-Zone) |
| Team Training Sessions | 1 x 6 seats (2hrs session) |
| P1 Critical - Initial Response Time | EOD + 1 Business Days |
| P2 Degraded - Initial Response Time | EOD + 2 Business Days |
| P3 General - Initial Response Time | EOD + 3 Business Days |
| Dedicated Support Email | Yes |
| Slack Support | Yes |
| Designated Account Manager | Yes |
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.
- 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.
Bespoke Support Plans
We offer bespoke enterprise support plans on request, please contact us with your requirements.
Exclusions
Support plans apply to Factor House products only, we do not offer general Apache Kafka or Apache Flink support.