[Docs/Support Policy] Clarify the support model for elastic-package

[lucabelluccini]

I'm opening this issue to track the work necessary to expose our support policy regarding elastic-package.

E.g.

• Should we allow having support cases for forking/cloning our integrations and using elastic-package to do so?
• What is the correct way to raise a bug / enhancement about elastic-package?

[jsoriano]

Thanks @lucabelluccini for raising this topic, I think it would be good to formalize this.

• Should we allow having support cases for forking/cloning our integrations and using elastic-package to do so?

I think we could accept support cases for elastic-package itself, we have actually had some of them. Though if we want to formalize this, we [as a company] would need to decide what level of support we can give.

I wouldn't accept support cases for forked integrations, as I guess we don't support forks of Beats or Kibana. Though we could help with specific questions about assets included in packages, or with issues that can be reproduced on upstream packages.

What is the correct way to raise a bug / enhancement about elastic-package?

I think at the moment the best place is this public repository. We already have some examples:

• This issue comes from a user request: Support development on air-gapped environments #2993
• These ones were directly created by users:
  • Ignore check for error.message #2840
  • Implement setting index mode to lookup #2829

Pinging @kpollich, @mrodm and @nimarezainia in case they have further comments.

[nimarezainia]

Thank you for this.

I wouldn't accept support cases for forked integrations

Totally agree with this. I suspect that it would be the case for any cloned integration where the user has modified the content (which naturally is not tested by Elastic).

What is the correct way to raise a bug / enhancement about elastic-package?

elastic package repo is public so sdh can't be raised against that. i do think that ERs should be in the enhancement repo so we can gauge interest and have the customer linkage. This doesn't mean that the enhancement can't be in public - indeed we would need that also.

[lucabelluccini]

Hello @nimarezainia - let's discuss this privately first. I've added this to our next meeting

[nimarezainia]

elastic-package as a tool is supported by Elastic.

Integrations built by the customers for their own usage is not supported by Elastic. We can't be expected to debug customer's own creation.

[lucabelluccini]

If we can put up a banner on the Elastic Package docs https://www.elastic.co/docs/extend/integrations/build-new-integration clarifying the development of custom integrations is not supported (and maybe hint to the Automatic Import feature), I think we can consider this issue solved.