Read first
The install guides, the operations handbook and the FAQ cover most of what arrives in the inbox, and they cover it at three in the morning, which we do not.
Something not working the way the docs say?
Most answers are already written down, and the fastest route is usually the documentation. When it is not, write to us, and a person reads it.
Email us
For everything the documentation does not answer: installation, upgrades, licences, billing, and behaviour that looks like a bug.
Monday to Friday, European hours. Most mail is answered the same day and we aim to answer all of it within one business day. We do not offer round-the-clock cover, and we would rather say that than publish a number we cannot keep.
support@tessera.companyFound a security problem?
That has its own route, and it is not this one. A vulnerability report should not sit in a queue behind an invoice question.
The disclosure policy says what is in scope, what we promise in return, and where to send it.
What we help with
- Installing, upgrading and configuring the controller, the desktop client and the CLI.
- Anything in Tessera behaving differently from what the documentation says it does.
- Licences, seats, invoices and anything else the customer portal got wrong.
- Telling you whether something is a bug in Tessera before you spend a day proving it.
What we do not
- Designing or debugging your own infrastructure: the hosts, clusters and databases Tessera connects to.
- Writing your access policy for you, though we will happily say what we would do.
- Custom features and integrations, and a contractual response time. Those are Enterprise, and they are an order form rather than an email.
Four things that turn a reply into a fix
None of it is mandatory. All of it saves the round trip where we ask and you answer.
- The version
- shown in the console beside Uptime and Runtime, and printed by
tessera-cli -version. - How it is deployed
- the .deb on a VM, Docker Compose, or the Helm chart.
- What you expected and what happened
- in that order. The gap between the two is the report.
- The controller log around the failure
- it names the subsystem, which is usually most of the answer.
Five years of security updates. Every edition, including the free one.
Every published version of Tessera receives security updates for at least five years from the date it is published. That is not a plan feature and it is not withdrawn when a subscription lapses. It is written into the licence as the support period we declare under the EU Cyber Resilience Act, and it is owed whatever your order form says.
Fixes ship in the current minor release and the one before it, so taking one may mean upgrading to a supported release. Vulnerabilities are handled under the disclosure policy.
Need a response time in writing?
A named contact, an agreed response time and integrations built for your environment are what the Enterprise edition is. Tell us the shape of the estate and we will come back with something specific rather than a tier.
Talk to us