Factor House Support

Quick and easy access to support for Factor House products.

Kpow Product Icon


For Kpow Community Users

Put your Kpow questions out to the community, or raise a ticket or feature request via Github.

Kpow Product Icon


For Flex Community Users

Put your Flex questions out to the community, or raise a ticket or feature request via Github.

Kpow Product Icon


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:

Enterprise Support

Enterprise licenses include a commercial support plan that provides response time SLA, support window, and total annual allowance for training sessions.

Support FeaturePlan Inclusion
Support Window8 x 5 (AEST Time-Zone)
Team Training Sessions1 x 6 seats (2hrs session)
P1 Critical - Initial Response TimeEOD + 1 Business Days
P2 Degraded - Initial Response TimeEOD + 2 Business Days
P3 General - Initial Response TimeEOD + 3 Business Days
Dedicated Support EmailYes
Slack SupportYes
Designated Account ManagerYes

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.


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