Support Policy
This page states what Gallium supports: the response you can expect for your support entitlement, the hardware Gallium will investigate, and where third party software falls. Your organization’s entitlement is shown on the Support Entitlement row of Settings > Licensing and in the Get Support panel.
Support Entitlements
Every organization holds one of four support entitlements. The entitlement sets the channels available to you and the response time you can expect. Live chat is open to every entitlement, including None.
| Entitlement | Channels | Response time |
|---|---|---|
| None | Documentation, live chat | Best effort. No guaranteed response time. |
| Basic | Documentation, live chat | Best effort, Monday to Friday. No guaranteed response time. |
| Standard | Documentation, live chat, email | 4-hour response, 7 days a week, 365 days a year. |
| Premium | Documentation, live chat, email | Priority response, 7 days a week, 365 days a year. |
The entitlement follows your organization’s license mode:
| License mode | Support entitlement |
|---|---|
| Free | None |
| Homelab | Basic |
| MSP | Standard |
| Co-term | Standard |
How to reach each channel is covered in Getting Help.
Hardware Support Tiers
Gallium classifies hardware into three support tiers:
- Supported: hardware that Gallium will ensure works through the support channel.
- Compatible: hardware that is expected to work, but support options may be limited if issues arise.
- Excluded: hardware known to be incompatible or obsolete. It is not supported and may be blocked.
Support Life
Gallium ends support for a device when the vendor reaches end of life (EOL) for that product, unless the device is covered by Extended Support. The device is classified as Compatible after that date.
Extended Support
Gallium offers extended support for select hardware so that you can buy from the refurbished channel. These models are tested on an ongoing basis in the Gallium lab. Extended Support applies to every Gallium product. The following server models are covered:
- HPE ProLiant DL360 Gen10 / DL380 Gen10
- Dell PowerEdge R640 / R740
- Cisco UCS C220 M5 / C240 M5
- Cisco UCS B200 M5
Extended Support hardware remains supported for at least 3 years from when the license is ordered. Gallium notifies affected customers when an end of support date is announced.
Homelab Hardware
For homelab and evaluation use, the recommended hardware is the Minisforum MS-01, MS-A1, and MS-A2 line.
Gallium provides best-effort support for homelab hardware and does not investigate issues on obsolete equipment.
Unsupported Configurations
The following configurations are not supported:
- A cluster with a single network adapter. This is allowed for evaluation only. See Networking.
- Intel Rapid Storage Technology (RST) mode on the storage controller. See Storage.
- Thunderbolt and USB network adapters.
Third Party Packages
Packages installed from a cluster’s Packages tab, such as Veeam Kasten, are third party software that runs on your Gallium infrastructure. Gallium supports the package and its integration with Gallium. Behavior unrelated to Gallium is out of scope: a fault that the package shows on every platform is for the package vendor to fix.