# Support Policies



# On-Premise Support Scope of Coverage

For Element Enterprise On-Premise, we support the following:

* Installation and Operation (Configuring the Installer, Debugging Issues)
* Synapse Usage/Configuration/Prioritised Bug Fixes
* Element Web Usage/Configuration/Prioritised Bug Fixes
* Integrations
  * Delegated Auth (e.g. OIDC/SAML/LDAP) (Add-on)
  * Group Sync (LDAP, AD Graph API, SCIM supported) (Add-on)
  * Our Monitoring Stack (Prometheus, Gafana .. )
  * Github / Gitlab
  * JIRA
  * Webhooks 
  * Jitsi
  * Sliding Sync Proxy
  * Adminbot (Add-on)
  * Auditbot (Add-on)
  * XMPP, IRC and Telegram Bridges
  
For Element On-Premise, we support the following:

* Installation and Operation (Configuring the Installer, Debugging Issues)
* Synapse Usage/Configuration/Prioritised Bug Fixes
* Element Web Usage/Configuration/Prioritised Bug Fixes
* Integrations
  * Github / Gitlab
  * JIRA
  * Webhooks
  * Jitsi
  
The following items are ***not*** included in support coverage:

* General Infrastructure Assistance
* K8s Assistance
* Operating System Support
* Postgresql Database Support

For single node setups, the following also applies:

* Element does not support deployment to a microk8s that was not installed by our installer.
* Element does not provide a backup solution.
* Element does not provide support for any underlying storage.

For kubernetes deployments, the following also applies:

* Element does not support deploying the installer created postgresql in a kubernetes environment. 
* Element requires that you deploy postgresql separately in a kubernetes environment, external to your Element deployment.

# Single Node Scope of Coverage Addendum

- List of what is supported for this setup exists.
  - Element supports the installation of microk8s using our installer on all installer supported platforms.
  - Element supports upgrading microk8s using our installer on all installer supported platforms.
  - Element supports the installation, configuration, and maintenance of our on-premise software delivered by the installer running on microk8s.
  - Element provides diagnosis and bug fixes for our on-premise software delivered by the installer running on microk8s.
- List of what is not supported in this setup exists.
  - Element does not support the underlying operating system.
  - Element does not support deployment to microk8s that was installed separately from our installer.
  - Element does not provide a backup solution.
  - Element does not provide support for any underlying storage.
- Create a checklist of what makes a single node production workload.
  - RHEL 8+ or Ubuntu 20.04+
  - microk8s installed and running.
  - Customer provided backup solution in place.
  - Customer managed storage in place.
  - synapse, haproxy, and element-web all running.
  - Optionally, dimension, adminbot, auditbot, group sync, and hookshot may be running as well.