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.