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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.

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.

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 Coverage

support
Includes
  • InstallationConfiguring and Operation (Configuringoperating the Installer,Installer Debuggingincluding Issues)debugging issues
  • Synapse Usage/Configuration/Prioritised Bug FixesFixe>
  • Element Web Usage/Configuration/Prioritised Bug FixesFixe>
  • IntegrationsMicroK8s
      (when deployed using our installation process&
    • Delegated Auth (e.g. OIDC/SAML/LDAP) (Add-on)<
    • Group Sync (LDAP, AD Graph API, SCIM supported) (Add-on)<
    • OurIntegration Monitoringwith StackGitHub/GitLab/VoIP/webhooks/Jira/Bridges (Prometheus,to Grafana)TG, WA and IRC
    • Github / Gitlab
    • JIRA
    • Webhooks
    • Jitsi
    • Sliding Sync Proxy
    • AdminBot (Add-on)
    • AuditBot (Add-on)
    • XMPP, IRCAdminbot and Telegram BridgesAuditbot

The following items are not included in support coverage:

Excludes
  • General Infrastructure Assistanceassistance
  • K8sMulti-node/Full AssistanceKubernetes management
  • Operating System Supportsupport
  • PostgresqlPostgreSQL Database Support

Singlenode Deployments

  • Element does notdatabase support deployment to a microk8s that was(when 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.standalone)
  • Element requires that you deploy postgresql separately in a kubernetes environment, external to your ElementMicroK8s 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
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