How to get support

Last updated: April 30, 2026

We've recently migrated to a new support platform to give you a more unified experience across the Customer Portal, email, chat, and Slack. The URL for the Customer Portal — support.streamnative.io — has not changed, and your existing tickets and conversation history have been preserved.

This guide explains how to get support for StreamNative Cloud and StreamNative Private Cloud. The support channels available to you depend on your deployment type and Support Plan.

StreamNative Cloud Customers with a Support Plan

If your organization has signed an annual contract with StreamNative and purchased a Support Plan, you have full access to:

  • The Customer Portal at support.streamnative.io for submitting and tracking tickets

  • The in-product chat widget in the StreamNative Cloud console

  • A shared Slack channel with our Customer Success and Support team (available on Production and Enterprise Support Plans)

An SLA Guarantee based on your Support Plan, as defined in our Support Policy. To ensure your incident is covered by the SLA, you must submit a ticket through the Customer Portal and select the right ticket type (Incident or Security Incident) and severity level.

Submit a ticket through the Customer Portal

The Customer Portal is the primary channel for logging incidents, and it is the only channel that starts the SLA clock under our Support Policy.

  1. Go to support.streamnative.io.

  2. Click Sign in. You'll be redirected to authenticate through your StreamNative Cloud account — there is no separate password to remember.

  3. If you don't already have a StreamNative Cloud account, you'll need to first sign up for StreamNative Cloud and join your cloud organization. After that, you can access the Customer Portal.

  4. Click Create ticket, select the right ticket form (Incident, Security Incident, or other applicable form), and fill out the fields.

  5. Track the status, add comments, and view related tickets from your dashboard.

Submit a ticket from a shared Slack channel

A shared Slack channel is only available on Production and Enterprise Support Plans. If your account has one provisioned, you can open a ticket directly from any message:

  1. React to the relevant message with the 🎫 emoji.

  2. Once the ticket emoji is added, you'll receive a response from StreamNative Support asking you to fill out the ticket type and severity level.

  3. After you complete those fields, the ticket is created and linked to that thread, our support team is notified, and the SLA clock starts.

  4. All replies in the thread are mirrored back into the ticket, so the full context is preserved on both sides.

Messages in the shared Slack channel that are not marked with the ticket emoji are treated as informal conversations and don't count as incidents under your SLA. Our support team may still see them and respond, but they don't trigger SLA guarantees.

Reply by email

Replying to any email from support@streamnative.io keeps the conversation on the same ticket. You don't need to log into the portal to continue an existing thread.

Use the chat widget

The chat widget is available inside the StreamNative Cloud console once you're logged in. It's useful for quick questions or for situations where you'd like to talk to us before deciding whether to file a formal ticket. For incidents that require an SLA-backed response, please file the ticket through the Customer Portal.

Pay-as-you-go StreamNative Cloud customers (no Support Plan)

If you're using StreamNative Cloud on a pay-as-you-go basis without a Support Plan, you fall under the Community Support Tier described in our Support Policy. You can reach us through:

  • The chat widget inside the StreamNative Cloud console. This is the recommended channel for product questions, feedback, or to flag something that doesn't look right.

  • Our documentation at docs.streamnative.io.

The Community Support Tier doesn't include an SLA guarantee or access to the Customer Portal. If you'd like SLA-backed support, talk to your account team about adding a Support Plan, or contact sales.

StreamNative Private Cloud customers

If you're a StreamNative Private Cloud customer, the same channels apply: the Customer Portal, email, chat widget, and your dedicated Slack channel. Your account in our support platform is provisioned manually as part of onboarding, so if any member of your team can't sign in to the portal, please contact your CSM and we'll add them.

What to include when you file a ticket

To help us resolve your incident as quickly as possible, please include:

  • Organization and cluster: the StreamNative Cloud organization name and the cluster ID or name affected.

  • Environment: production, staging, or development.

  • Severity: your assessment of impact, using the Severity Level definitions in the Support Policy.

  • What you observed: error messages, stack traces, screenshots, and the time the issue started (with timezone).

  • What you expected: the behavior you were trying to achieve.

  • Steps to reproduce: where applicable, a minimal reproduction or the exact sequence of operations.

Severity 1 (production down) and Severity 2 (major feature impaired) incidents should always be filed through the Customer Portal — that's what guarantees an immediate page to our on-call team.

Can't sign in?

If you can't access the Customer Portal:

  1. Try signing in to console.streamnative.cloud first. The portal authenticates through the same identity, so if you can sign into the console, you can sign into the portal.

  2. If that also fails, email support@streamnative.io from the address associated with your account, and we'll help you recover access.

  3. If you're a contracted customer and don't see your organization in the portal after signing in, contact your CSM — your account may not yet be associated with your portal contact.

Contact your Customer Success Manager

For non-incident questions — onboarding, account changes, contract or billing questions, architecture reviews, or feedback on the roadmap — your Customer Success Manager is the best point of contact.