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Get the answers, documentation, and support you need to make the most of Factor House tools.

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General support

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.

Factor House Documentation

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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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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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

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

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

Latest release notes

Explore features

User authentication

Flex management

Administrative Workflows

View Flex Changelog

Troubleshooting

Ask a question in the Factor House Community

UI connection issues

Raise the ticket with the support team

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

for tailored enterprise plans.

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