Are there any support limitations to self-hosted or country restrictions for if using either self-hosted or cloud? For instance any issues running it in the Middle east

Hello Eric, You can run Ory anywhere! We do offer community support for self-hosted installations on a best-effort basis. If you require more hands-on support and/or SLAs etc., have a look at the Ory Network plans (formerly known as Ory Cloud). We will soon ship a caching feature so you have low latency anywhere including the Middle East. When self-hosting, you take care of deploys and connectivity on your infrastructure.

You do offer support for self hosted though correct? Professional support that is

If there is a bug we will answer issues and review/merge PRs. We can not make commitments to when they are merged/released, we try to be as fast as possible though especially if multiple users are impacted. If there is a security issue, please contact security@ory.sh, as outlined here https://github.com/ory/kratos/blob/master/SECURITY.md We will fix all security issues for all Ory projects asap. That is essentially the scope of community support for self-hosted Ory. No professional support for self-hosted Ory is planned currently. We are building a partner network with devs who are proven to work well with Ory to help self-hosted users better. It will be released probably Q1/23.

So commercial support is only for the cloud release? Is it hardware and performance tuning only or code fixes and troubleshooting of code also?

Hey @adorable-tomato-88124 Yes Ory is COSS, Ory core services and APIs are developed and licensed under Apache 2.0, allowing you to participate, collaborate, and understand the inner workings of Ory. We also have a commercial offering in the form of Ory Network. Check these documents https://www.ory.sh/docs/open-source/commitment https://www.ory.sh/docs/welcome#why-ory-is-different

Is it hardware and performance tuning only or code fixes and troubleshooting of code also?

Yes of all that we offer for Ory Network.

If we run network on-prem though it is not supported? I believe it also is Apache 2 licensed?

We might have the option to run the Ory Network stack on-prem in the future, but at the moment this is just in draft stage. There are a number of components in Ory Network that are proprietary and not open source.

OK. Looks like I will have to find another option then. Unfortunate as it looked very promising. I need an option that is open source that will run on-prem in the ME.

Yes I see. I could connect you with one of our partners who can provide this kind of support for on-prem, if that is something you would consider. That program is still in the early stages, but there are many skilled people running Ory on-prem.

That would be helpful, especially if they are local to the Middle East

Ok, I will reach out. I cant make a promise someone will respond today though.

Hi @magnificent-energy-493 - Can you please share the info about support. We would also be very interested getting support for on-prem. Many thanks.

Hello @bulky-guitar-23324 Ory does currently not provide commercial support for on-prem installations of Ory Software. We do provide support for it on a best effort basis here and on GitHub. If you require more hands-on support and/or SLAs etc., have a look at the Ory Network service.

Hi Vincent - thanks for the response - yes, the support offering from Ory was clear from the discussion in this thread with Eric, but I was asking if you could share info about the partner program who can provide support for on-prem you mentioned to Eric - we are located in the US and would be very interested in paying for a support from Ory partners. Thanks.