Premium support,
tailored to you.
Every organization operates differently — and your support should reflect that. Kipanga works with you to design a custom support package scoped to your builds, your operations, and the level of coverage you need.
Your support experience
Custom-built for you
Every delivered project includes a complimentary six-month Kipanga Radar subscription. Custom support packages are available from day one.
With Kipanga, you’re covered.
Launch day isn’t the finish line. The systems we build need to evolve, adapt, and stay healthy — and the teams that depend on them deserve to know their builds are in safe hands.
That’s why we work with every client to understand the level of support they require — then design a package around it. No cookie-cutter plans. No gaps in coverage.
Discovery
Understand your needs and goals
Build
Design, develop, and test
Launch
Go live with confidence
Support begins
Custom package activates immediately
Ongoing
A lasting partnership
Discovery
Understand your needs and goals
Build
Design, develop, and test
Launch
Go live with confidence
Support begins
Custom package activates immediately
Ongoing
A lasting partnership
Support that’s designed with you.
We don’t offer one-size-fits-all support plans. Instead, we sit down with you, understand what your operations need, and build a package from the components that matter most.
Consult
We start by understanding your operations, your risk profile, and how your team works. This tells us what level of coverage makes sense.
Design your package
We build a support package from modular components — monitoring, response times, dedicated hours, strategy resources — scoped to what you actually need.
Ongoing partnership
Your package evolves as you do. As requirements shift, we adjust — adding or scaling components so your coverage always matches your operations.
Build your package from proven components.
Your custom package
Every support package is built from the components below. Your package can include up to all of them — we work with you to select the right mix and scope each one to the level of coverage your operations need.
components
Not sure what you need? Start the conversation and we’ll help you figure it out.
Talk to us about supportKipanga Radar
Our proprietary monitoring service. Tracks the third-party APIs, services, and platforms your builds depend on — surfacing issues, deprecations, and breaking changes with context about how they affect your specific tech stack.
Learn moreAlways-ready specialist team
A team of engineers and consultants who know your system and are ready to act. Not a help desk — the same people who built it.
Low SLA response times
Guaranteed response windows for urgent and non-urgent issues. From four-hour critical response to next-business-day general support — defined in your package.
Quick remediation
When something breaks, we fix it fast. Your package defines remediation targets so there’s no ambiguity about what happens when issues arise.
Dedicated development hours
Flexible developer time scoped to your needs — four hours a month, thirty hours a month, or ad hoc as required. Available for maintenance, enhancements, or urgent fixes.
Strategy and advisory
Ongoing access to strategic guidance — platform selection, optimization recommendations, and forward planning for the systems that run your business.
Health digests and reporting
Regular reports covering system health, platform changes, and performance trends. Written for both technical and non-technical audiences.
Change management
When third-party platforms update, dependencies shift, or your needs change — we assess the impact and guide you through what’s next.
Everything that keeps your systems healthy.
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Radar
The Kipanga Radar
ActiveYour peace of mind.
The Kipanga Radar monitors the third-party services and APIs your builds depend on, surfacing deprecations, breaking changes, and platform updates with context about how they affect your specific tech stack. Contextual change intelligence, backed by people who know your system.
Learn moreWhy it matters
A third-party API your system depends on announces a deprecation with 30 days' notice. Without the Radar, that notice sits in a changelog your team may never read, until the integration breaks in production. With the Kipanga Radar, you're informed immediately, with context about which parts of your build are affected and a clear path back to the team that built it.
Complimentary
6 months with every Kipanga build
Tracks
API deprecations, platform changes, and breaking updates
How it works
Dependency change tracking
The Radar watches the third-party services, APIs, and platforms your build relies on. When something changes, a deprecation, a breaking update, a platform shift, it's surfaced with context about what it means for your system.
Useful communication
You hear about what matters in the right way: critical changes that affect your build are raised urgently, while upcoming deprecations and platform updates are gathered into regular digests.
Human follow-through
When something needs attention, there is a direct path back to Kipanga. Our team assesses the impact, recommends a course of action, and can implement the fix, because they know the system.
What you get
A direct line to real people.
Email support
support@kipanga.com
For support requests, questions, and non-urgent issues.
Phone
1300 867 036
Speak directly with our team during business hours.
Urgent issues
Flag ‘URGENT’ in your email subject
System outages, critical bugs, or time-sensitive problems.
Submit a support ticket
We'll triage and assign it within business hours.
Business hours
Monday–Friday, 9am–6pm AEST
Sydney HQ
Level 35, 100 Barangaroo Avenue
Escalation
Every request is triaged by severity. Urgent issues are escalated immediately to the team that built your system.
“What used to take hours now happens in minutes, and we catch issues we would have missed manually.”
CEO & Founder, Keeping Company
Frequently asked questions.
Can't find what you're looking for? Our team is ready to help with any questions about your engagement.
Get in touchEvery Kipanga build is designed to run reliably from day one — but ongoing support is a separate engagement, not bundled into your project fee. This keeps pricing transparent and lets us tailor support to what your operations actually need. Every delivered project does include a complimentary six-month Kipanga Radar subscription, so your third-party dependencies are monitored from the moment you go live.
Every package is custom. We work with you to understand the level of support you need, then build a package from modular components, things like the Kipanga Radar, dedicated developer hours, low SLA response times, strategy resources, and quick remediation. You only pay for what your operations require. Ready to get started? Submit a support request or reach out to our team directly.
Email support@kipanga.com with a description of the issue, or call us on 1300 867 036. For urgent problems, include ‘URGENT’ in your subject line and we’ll escalate immediately.
Anything actively blocking your business operations — system outages, critical workflow failures, or data integrity problems. Non-urgent issues like minor bugs, feature requests, or general questions are handled through our regular support process.
Response times depend on your support package. Packages with low-SLA components include guaranteed response windows — as fast as four hours for critical issues. Standard support requests are responded to within 48 business hours.
Third-party platform changes are your responsibility to manage — but you don’t have to do it alone. The Kipanga Radar monitors the APIs, services, and platforms your builds rely on — surfacing issues, deprecations, and breaking changes with context about how they affect your specific tech stack. If something needs attention, our team can assess the impact and help you implement the necessary adjustments.
Absolutely. Packages are designed to evolve with your operations. If your needs change — more developer hours, tighter SLAs, additional monitoring — we adjust. No locked-in plans, no unnecessary rigidity.
The team that built your system. Not a generic help desk. Your requests go to engineers and consultants who already know your architecture, integrations, and business context.
Only after a discovery and audit phase. We need to understand the architecture, dependencies, and technical debt before we can commit to ongoing support. If the systems use technologies we work with and meet our quality baseline, we’re happy to take them on. Contact us to start with an assessment.
Get started
Build with Kipanga. Stay covered.
Every system we build is designed to last — and our support keeps it that way. Let’s talk about your builds and design the support package you deserve.