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.