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General Help & Questions

Explore licensing, onboarding, integrations, and policies.

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Visit the “Getting started” sections in our docs site to view installation, configuration, providers, features, and more.

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Licensing Options
Find the best product licenses for your organisation - from free forever to Enterprise editions with 30-day free trials.

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Contribute to GitHub
Report a bug or request a feature; you can follow progress and comment in the thread.

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Hop into our Community Slack to ask questions and swap tips with engineers using Kpow and Flex; it’s the fastest path to friendly help. The invite link is available from the Help Center.

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Book time for a product demo, installation support, or a requirements discussion. Whatever expert support you need to aid your evaluations, reach out!

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Support for Kpow for Apache Kafka®

Onboarding, troubleshooting and upskilling support for Kpow and Apache Kafka

Getting started
Quickstart with Kpow
Kpow documentation
By Kafka Provider
Kpow FAQs
Latest release notes
Explore features
User authentication
Kafka management
Kafka data management
Discover our BYO AI functionality
View Kpow Changelog
Troubleshooting
Ask a question in the Factor House Community
UI connection issues
Troubleshooting in docs
Raise the ticket with the support team
Kpow Docs
Feature Matrix
Contact Support

Support for Flex for Apache Flink®

Onboarding, troubleshooting and upskilling support for Flex and Apache Flink

Getting started
Quickstart with Flex
Flex documentation
By Flink Provider
Flex FAQs
Latest release notes
Explore features
User authentication
Flex management
Administrative Workflows
Integrations
View Flex Changelog
Troubleshooting
Ask a question in the Factor House Community
UI connection issues
Raise the ticket with the support team
Flex Docs
Feature Matrix
Contact Support
Enterprise Support

Commercial Support Plans

All commercial licenses include an enterprise support plan, with options to upgrade based on your individual requirements.

Support Inclusions

Access to regular product updates.
Email support via [email protected]
Slack Support
Designated Account Manager

Enterprise Support Matrix

Support Features
Support Window
Team Training Sessions
P1 Critical - Initial Response Time
P2 Degraded - Initial Response Time
P3 General - Initial Response Time
Plan Inclusion
8 x 5 (AEST Time-Zone)
1 x 6 seats (2hrs session)
EOD + 1 Business Days
EOD + 2 Business Days
EOD + 3 Business Days

Priority Definitions

Support plans apply to Factor House products only, we do not offer general Apache Kafka, Apache Flink or Kubernetes support.

P1: Critical – production outage

P2: Degraded – non-prod impact, workaround exists

P3: General – questions, feature requests

Bespoke Plans Available

We offer bespoke enterprise support plans on request

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for tailored enterprise plans.

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