Support
The Support section covers costs, known limitations, and performance characteristics of the Lakehousecat platform.
Support Channels
Support Tickets (Customer Portal)
Any registered customer, including those on the FREE tier, can submit a support request directly through the customer portal at portal.lakehousecat.com. Requests are tagged with your subscription tier and triaged accordingly — paid tiers receive prioritized handling and the response-time guarantees below; FREE tier requests are handled on a best-effort basis with no SLA.
The instance Administrator logs into the portal and submits tickets on behalf of their organization. Three request types are available:
| Request Type | Description |
|---|---|
| Technical Support | Infrastructure deployment and Kubernetes setup assistance |
| Feature Request | Suggest new features or improvements to the product |
| Sales Inquiry | Enterprise plans, volume pricing, and upgrade discussions |
Support by Subscription Tier
| Tier | Support Access |
|---|---|
| Free | Self-service documentation; portal ticket submission available, best-effort response, no SLA |
| Standard | Email support, standard queue (48h response) |
| Premium | Priority support (24h response), access to beta features |
| Enterprise | Dedicated support engineer, SLA guarantees, dedicated private Slack channel |
Enterprise customers who need ongoing direct communication with the Lakehousecat team receive a dedicated private Slack channel with direct access to the engineering team.
Community (Slack)
Paid subscribers (Standard and above) receive access to the Lakehousecat Slack workspace for announcements, discussions, and peer help. Enterprise customers additionally receive a dedicated private channel. All support is asynchronous.
Support Scope
Lakehousecat support covers:
- Operator deployment and Kubernetes configuration
- Application-level issues and bugs
- Feature requests and roadmap discussions
- Sales and enterprise inquiries
The following are outside Lakehousecat's support scope and are the customer's responsibility:
- Kubernetes cluster management (nodes, networking, storage)
- Cloud provider account configuration and quotas
- LLM provider API costs and rate limit management
- Log collection, monitoring, and alerting setup
Support Areas
| Section | Description |
|---|---|
| Costs | API costs and infrastructure costs (see Billing for subscription pricing) |
| Limits | Concurrent user capacity, LLM provider constraints, and infrastructure limits |
| Performance | Performance factors: infrastructure, data management, LLM provider |