# Support

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### Getting in touch

Need some help? Simply log in to your [EMS Control Panel](https://ems.element.io/user/hosting#/hosts) with the EMS Account associated with your Element Server Suite Enterprise subscription.

Then click the `Your Account` button, found at the top right of the page, then `Help & Support`.

[![](https://ems-docs.element.io/uploads/images/gallery/2024-08/scaled-1680-/image-1724335816124.png)](https://ems-docs.element.io/uploads/images/gallery/2024-08/image-1724335816124.png)

You'll be presented with a contact form:

[![](https://ems-docs.element.io/uploads/images/gallery/2024-08/scaled-1680-/image-1724335840505.png)](https://ems-docs.element.io/uploads/images/gallery/2024-08/image-1724335840505.png)

Please provide as many details as you can, once submitted, you should receive a confirmation email which you can reply to with any additional information.

### Service Level Agreements (SLA)

This document summarises the SLAs for our price plans and establishes a baseline for our services. For information on our price plans visit: <https://element.io/pricing>

#### SLA response times

All price plans include unlimited support requests, and all requests are initiated by email or web form.

<center>
  <table>
    <tr>
      <th></th>
      <th>Enterprise</th>
      <th>Sovereign</th>
    </tr>
    <tr>
      <td><b>Level 1</b> Urgent</td>
      <td>4 hours</td>
      <td>2 hours</td>
    </tr>
    <tr>
      <td><b>Level 2</b> High</td>
      <td>8 hours</td>
      <td>4 hours</td>
    </tr>
    <tr>
      <td><b>Level 3</b> Medium</td>
      <td>1 day</td>
      <td>1 day</td>
    </tr>
    <tr>
      <td><b>Level 4</b> Low</td>
      <td>2 days</td>
      <td>2 days</td>
    </tr>
  </table>
</center>


Business Enterprise Sovereign
Level 1 (Urgent) 1 day 4 hours 2 hours
Level 2 (High) 1 day 8 hours 4 hours
Level 3 (Medium) 2 days 1 day 1 day
Level 4 (Low) 3 days 2 days 2 days

**Coverage:** 9am - 6pm `GMT` / `BST` (`UTC` / `UTC+1`) excluding weekends and UK public holidays

#### Scope of support

##### Includes

- Configuring and operating the Installer including debugging issues
- Synapse Usage/Configuration/Prioritised Bug Fixes
- Element Web Usage/Configuration/Prioritised Bug Fixes
- MicroK8s (when deployed using our installation process)
- Delegated Auth (e.g. SAML/LDAP)
- Group Sync (LDAP, AD Graph API, SCIM supported)
- Integration with GitHub/GitLab/VoIP/webhooks/Jira/Bridges to TG, WA and IRC
- Adminbot and Auditbot

##### Excludes

- Infrastructure assistance
- Multi-node/Full Kubernetes management
- Operating System support
- PostgreSQL database support (when not installed by our installer in a standalone)
- MicroK8s deployment
- Troubleshooting Jitsi

##### Important information

- Pre-existing Kubernetes environments must deploy a self-managed PostgreSQL separately
- Components and integrations (e.g. Group Sync) must be installed via our provided methods
- Backup and underlying storage services are to be provided by the customer

<!-- ### Scope of Coverage

- 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, Grafana)
  - Github / Gitlab
  - JIRA
  - Webhooks 
  - Jitsi
  - Sliding Sync Proxy
  - AdminBot (Add-on)
  - AuditBot (Add-on)
  - XMPP, IRC and Telegram Bridges

The following items are ***not*** included in support coverage:

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

#### Singlenode Deployments

- 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.

#### Kubernetes Deployments

- 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 -->