Support and SLAs.
Element provides a range of support and service levels agreements (SLAs), for both cloud and on-premise deployments.
Element
Cloud Support.
Element Cloud is a fully managed hosting service with 24x7 monitoring and response.
For specific customer issues, Element Cloud Support provides support during UK and US office hours and promises a one business day SLA.
Element
On-premise Support.
For those that own and maintain hardware, manage Synapse and handle the day-to-day.
Ideal for small and mid-size organisations using the Element app, Element’s support team provides unrivalled Element and Matrix expertise to ensure your on-premise deployment is in perfect shape.
Element On-premise Support operates UK office hours, and promises a one business day SLA.
Element Enterprise
Cloud Support.
Element Enterprise Cloud is a fully managed hosting service with 24x7 monitoring and response.
Element Enterprise Cloud customers receive prioritised support, with chat room based support by request.
For specific customer issues, Element Enterprise Cloud support operates during UK and US office hours and promises a one business day SLA.
Element Enterprise
On-premise Support.
For those that need advanced support for large-scale corporate and public sector on-premise deployments.
Includes support options for federated networks, Synapse servers, forked clients built by Element, as well as an admin interface, managed deployment protocol, mobile security pack and data retention policies.
Element On-premise Support operates UK office hours, and promises a one business day SLA.
Discover our plans and pricing.
Built on Matrix
Matrix is an open network for secure, decentralised communication, connecting 42M+ users over 80K+ deployments.
Governed by The Matrix.org Foundation, the Matrix protocol is an open standard with open source implementations, supporting a vibrant developer ecosystem. Element was founded by the team behind Matrix as a way to bring it to the mainstream.
Open source
Element is incredibly proud to build in the open, sharing almost all of our own code with everyone.
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