Enterprise support

Enterprise customers get a dedicated portal at support.molo17.com. The portal is available around the clock; response times follow the SLA in your agreement, not a generic inbox.

Portal access

URL support.molo17.com

Hours

24/7 access. Engineers respond against your SLA.

Login

Personal credentials. You can self-register on the portal. For a whole team, send the list of addresses to sales; each person gets their own login.

Step-by-step ticket creation, including issue types: How to create a support ticket.

SLA (incidents)

When you open an incident, these are the enterprise commitments by priority. "Resolution time" is a target for restoring service, not a guarantee that a code fix ships in that window.

Priority Meaning Response Resolution target

P1 — Critical

Service down or completely unusable

Within 4 hours

Within 8 hours

P2 — High

Service severely impaired

Within 8 hours

Not strictly defined

P3 — Medium

Service partially impaired

Within 3 business days

Not strictly defined

Versioning and lifecycle

Gluesync versions look like a.b.c.d (for example 2.1.10.6).

Segment Meaning

a (for example 2)

Product family. 1.x was CLI-only. 2.x is the cloud-native platform with a Control Plane. A change here is a different product.

b (for example 1)

Major release of that family, typically every 6–8 months. Can add capabilities and, when unavoidable, breaking changes.

c (for example 10)

Feature release. New functionality, no breaking changes. Typically about every two weeks.

d (for example 6)

Hotfix. Fixes and patches. Issued as needed, sometimes daily.

Each a.b line has two dates, counted from that line’s first release:

Milestone Meaning When

End of Fix (EoF)

No further patches on that line. Move to the current line — upgrades are covered by the subscription. Critical security fixes after EoF are only by special agreement.

1 year after release

End of Support (EoS)

No further product support on that line.

2 years after release (1 year after EoF)

Need cover past EoS? sales@molo17.com for extended-support options.

There is no Gluesync 3.x plan today. If a future family appears, the same EoF / EoS clock would apply.

Current lines

Line First release End of Fix End of Support

2.3

October 13, 2026

October 13, 2027

October 13, 2028

2.2

March 5, 2026

March 5, 2027

March 5, 2028

2.1

June 27, 2025

June 27, 2026 (passed)

June 27, 2027

The last 2.1 patch was 2.1.11.4 on March 3, 2026. 2.1 is past End of Fix: no further patches, support until End of Support only, with critical security fixes by special agreement.

2.3 first shipped on October 13, 2026. End of Fix is October 13, 2027, and End of Support is October 13, 2028. See What’s new in 2.3 and Deploy and run.

Exporting / Uploading logs to support

Support will often ask for logs. Always send a compressed archive, never raw .log files.

Control Plane (recommended)

Prefer the Control Plane when you have it:

  1. Navigate to Settings → Support → Collect and send logs.

  2. Enter the email address used to open the ticket and the ticket ID in GSSD-<digits> format.

  3. Click Upload Logs to Support. If Collect full environment logs, statistics and metrics is selected, click Collect & Upload Logs instead.

The host running the Control Plane needs outbound internet access to webdav.molo17.com or ftp.molo17.com.

If upload fails or the host is offline, use Collect Local, then attach the archive in the support portal or upload it to the ticket web folder at https://ftp.molo17.com/.

Details: Collect and send logs to MOLO17 support.

The Collect and send logs screen includes a How to collect and send logs help dialog with the same platform-specific steps.

Linux kit collector

The default installation path for Gluesync in Linux is /opt/gluesync. Run the collector inside its gluesync-docker directory:

./collect-logs.sh

macOS kit collector

Run the collector inside the gluesync-docker directory from the kit received by email:

./collect-logs.sh

Windows kit collector

The default installation path for Gluesync on Windows is C:\Program Files\Gluesync. In PowerShell, run the collector inside the gluesync-docker-windows directory:

.\collect-logs.ps1

On the Windows desktop app, use Collect logs in Gluesync CLI and follow the on-screen instructions.

Collector behaviour

The collector asks for the email used to open the ticket and the ticket ID so it can upload. Press Enter twice to skip both prompts and keep a local support-logs.zip or support-logs.tar.gz; the script prints the local path of the archive.

If the collector is missing from your kit, open Installation kits & tools, validate your licence, select the host operating system, and download collect-logs.sh or collect-logs.ps1.

Copy an archive from a remote host

On Linux or macOS:

scp user@host:/path/support-logs.tar.gz .

From Windows, use WinSCP or PuTTY’s pscp:

pscp user@host:/path/support-logs.tar.gz .

Manual collection

If you do not have the collector scripts, run one of these commands from the Gluesync installation directory.

With zip:

find . -type f -name "*.log" -print0 | xargs -0 zip support-logs.zip

If zip is unavailable:

find . -type f -name "*.log" -print0 | xargs -0 tar -czvf support-logs.tar.gz

On Windows PowerShell:

$logs = Get-ChildItem -Recurse -Filter *.log; Compress-Archive -Path $logs.FullName -DestinationPath support-logs.zip

Docker & Kubernetes (for advanced users)

Docker Compose:

docker compose ps
docker compose logs --tail=500 -t > gluesync-logs.txt
docker compose logs core-hub > gluesync-logs.txt

Kubernetes (repeat for each relevant pod, then compress before sending):

kubectl logs <pod> -n <namespace> --all-containers > gluesync-logs.txt

Compress gluesync-logs.txt (or the collected files) before sending them to MOLO17.