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Support

Getting in touch

Need some help? Simply log in to your EMS Control Panel 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.

You'll be presented with a contact form:

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.

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
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