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Element provides level 3 support for the products and services of the Element Host, Element Enterprise and Element Sovereign subscriptions. Level 3 support includes the fixing of bugs and functionality issues. The service is available during office hours: Monday to Friday, 09:00 to 17:00 at the Element support location assigned in the contract, which is Central European Time with the public holidays of Berlin or France for the German and French entities, or UK time with the bank holidays of England for the UK and US entities. Element does not limit the number of support cases opened, assesses the frequency of use on a semi-annual basis together with the customer, and does not guarantee resolution times.
| Support | Service level |
|---|---|
| Support channel |
email or web form |
| Hours of coverage |
Business hours |
| Number of cases |
Unlimited |
| Response guidelines |
Initial and ongoing response |
| Severity 1 (Urgent) |
4 hours |
| Severity 2 (High) |
8 hours |
| Severity 3 (Medium) |
1 business day |
| Severity 4 (Low) |
2 business days |
Issues are categorised by the customer. The severity of an incident can only be changed together.
The service does not include:
Support is reached by email to [email protected] , where every message becomes a ticket, or through the support portal at https://customer.element.io under Help and Support, set up during onboarding, which shows all tickets with their status and history; the customer chooses the category and the severity when raising a ticket. Tickets are handled according to the response times above. There is no phone support.
If a ticket does not progress as expected or the business impact grows, the customer can escalate at any time by raising the severity in the portal or by replying to the ticket. Element then gives regular status updates until the issue is resolved or a workaround is in place; severe disruptions with major business impact reach management level, so that the right resources are prioritised immediately.
Version 1.0 · 2026-10-03