Community edition
Community is the free edition. Its support is the documentation. Questions sent through the contact form under the topic “Support” are answered best effort. There is no committed response time.
Enterprise plan
The Enterprise plan includes support from Keymate's engineers. It covers the platform and the Keycloak build it ships: installation and upgrades, production incidents, and questions about how a feature behaves. Your agreement sets the channel, the support hours and the response times.
What Keymate support does not cover
- A Keycloak you run without Keymate. Teams that want support for Keycloak alone need a supported distribution.
- Consulting or architecture design for IAM systems. Support answers questions about Keymate and fixes problems in it.
Before you contact support
Have these ready:
- The Keymate version and the module involved.
- What you expected and what happened.
- The logs or decision record of the request.
For a production incident, say so in the first line.
Questions
- Does Keymate support Keycloak?
- Only the Keycloak build that ships with Keymate, supported as part of the platform under the Enterprise plan. A Keycloak installation that runs without Keymate is not supported.
- What support comes with the free edition?
- The documentation, plus best-effort answers to questions sent through the contact form. There is no committed response time for Community users.
- How do Enterprise customers reach support?
- Through the channel named in your Enterprise agreement. It also sets the support hours and response times.