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Overview

When you need help from StreamNative for a question, bug report, or incident, you have two ways to reach the support team: Both channels open a ticket with the same support team, but they are not equivalent. Use the portal whenever possible. It is the only channel where you can set the ticket priority, attach context up front, and track the request afterward.
Tickets created by email are automatically categorized at Moderate priority and can’t be escalated by replying to the email thread. If you need a higher priority (for example, a production outage), file the ticket through the support portal and/or increase the priority on the existing ticket through the support portal.
The support portal is only available to organizations with a contracted support plan. If your organization doesn’t have one, you won’t be able to sign in to the portal. See No active support plan for how to reach support instead.

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Choose your channel

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No active support plan?

Access to the support portal requires a contracted support plan on your organization. If your organization doesn’t have one, StreamNative doesn’t create a portal account for you, and signing in shows Portal unavailable. Without a contracted support plan, use support@streamnative.io or the chat widget in the Cloud Console instead — both work regardless of plan status. These tickets are handled on a best-effort basis with no guaranteed response time, since there’s no support plan attached to your organization. If you need guaranteed response times, contact StreamNative sales to add a support plan.

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Before you need support

Set up portal access before you have an urgent issue. During an incident is the worst time to discover that no one on your team can log in.

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Self-register and verify access

  1. Open https://support.streamnative.io and create a profile using your corporate email address.
  2. Follow the on-screen steps to set credentials and verify your email.
  3. Sign in and confirm you can see the Submit a request option and the list of your previous tickets.
If sign-in fails or you don’t see your organization’s tickets after registering, email support@streamnative.io from your work address and ask to be added to your organization’s support portal. Include your organization name as it appears in the StreamNative Cloud Console.

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Add teammates to the support portal

We recommend granting portal access to anyone in your organization who may need to file or follow up on tickets. Typical roles include on-call engineers, administrators, and operators. Members added to the portal can:
  • File tickets at any priority, including high-severity incidents.
  • See the full history of their organization’s tickets.
  • Be copied on tickets filed by other teammates.
To manage members, open the support portal, go to your organization’s settings, and follow the steps in the Pylon Customer Portal member management guide. The support portal is powered by Pylon.

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File a ticket

  1. Sign in to https://support.streamnative.io.
  2. Click Submit a request (or New issue).
  3. Fill in the request form. The most important fields:
    • Priority / severity: Set this to reflect the real customer impact. See Severity levels.
    • Summary: One sentence describing the symptom. For example, “Producers failing with TopicNotFound on cluster my-cluster since 14:05 UTC.”
    • Description: Include the information listed below.
  4. Submit the ticket. You’ll receive a confirmation email with the ticket ID.

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Severity levels

When you file through the portal, you choose the severity. Pick the level that matches the real impact on your workload, not what feels polite. The support team responds first to the highest-severity tickets. The exact response-time commitments for each severity depend on your support plan. Refer to your contract or your StreamNative account representative for the response times that apply to your organization.

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What to include

A ticket that includes the right context up front avoids back-and-forth and gets resolved faster. For any ticket, include:
  • Description of the problem: what you expected to happen versus what actually happened.
  • Business or user impact: who is affected and how severely. This helps the team understand the urgency.
  • Organization name and ID, visible in the Cloud Console under Organization.
  • Cluster name, and instance name if applicable.
  • Cloud provider and region (for example, aws-us-east-1).
  • Timestamps in UTC for when the issue started, and for any specific events you observed.
  • Steps to reproduce, including the exact command, client configuration, or API call.
  • Supporting logs and screenshots that show the failure.

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For Cloud Console issues

Attach a HAR file so the support team can see the network requests made by your browser. See Generate a HAR file.

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For client-side issues

To track client-side issues, such as failures from Pulsar or Kafka client libraries in your application, include:
  • Exact timestamps in UTC of the failed requests or operations.
  • The full client-side error message and stack trace from your application logs.
  • The client library and version you are using. For example, pulsar-client-java 3.2.4, confluent-kafka-python 2.4.0, or librdkafka 2.4.0.

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Track and follow up on tickets

After you submit a ticket, you can:
  • Review status: Open https://support.streamnative.io and go to My requests (or Issues) to see the status of every ticket filed by you or your organization.
  • Reply with new information: Add a comment in the portal, or reply to the ticket notification email. Both update the same ticket.
  • Escalate: If the severity of the issue increases (for example, a Moderate question becomes a Fatal outage), update the priority in the portal and add a comment explaining what changed. Do not open a new ticket for the same issue.
  • Reopen: Closed tickets can be reopened from the portal by adding a new comment.

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Other ways to reach us

  • Shared Slack channel (optional): If your organization has a shared Slack channel with StreamNative, use it for general questions, recommendations, and feature requests. Slack is not a substitute for the support portal for technical issues, bugs, or errors, because Slack threads don’t give our engineers the same visibility as a ticket, and there is no SLA on Slack responses.
  • In-product chat: The chat widget inside the Cloud Console routes to the same support team and is convenient for quick questions while you are working in the console. Tickets opened through the chat widget are filed at Moderate priority by default. If the issue is a Fatal or Critical outage, open the ticket in the support portal (or escalate the chat-created ticket from the portal) so the priority is set correctly.
  • Account representative: For commercial questions, capacity planning, or anything that isn’t a technical issue, contact your StreamNative account representative directly.