Enterprise Support

Get enterprise-level support for Gluesync through our dedicated support portal. Available 24/7 for all enterprise customers.

Accessing the Support Portal

Portal URL

support.molo17.com

Availability

24/7 access

Authentication

Personal credentials required
Don’t have access yet? You can self-register on the support portal by pressing here: support.molo17.com.
Our support team monitors tickets 24/7 and will respond based on your support agreement’s SLA.

Team Access Setup

To get your team set up with support portal access:

  1. Compile a list of technical team members' email addresses

  2. Send the list to our sales team

  3. Each team member will receive their personal credentials

  4. Team members can then log in and start submitting tickets

Service Level Agreements (SLA)

When submitting an incident, our SLA commitments for enterprise customers are as follows based on the priority level:

Priority Definition Response Time Resolution Time

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

Supported version policies

Gluesync follows a four-part semantic versioning scheme. Each segment carries a specific meaning that helps you understand the scope of a release and plan upgrades accordingly.

Versioning scheme

A Gluesync version number has the form a.b.c.d (for example, 2.1.10.6):

Segment Meaning

a (e.g. 2)

Product identification convention. It distinguishes between Gluesync 1.x (CLI-only, no GUI) and Gluesync 2.x (cloud-native platform with GUI). A change in this number reflects significant architectural differences, making the two products distinct.

b (e.g. 1)

Major release. Usually released every 6-8 months. May introduce new capabilities and, where unavoidable, breaking changes that require migration steps.

c (e.g. 10)

Feature release. Adds new functionality with no breaking changes. Usually released every 2 weeks.

d (e.g. 6)

Hotfix release. Contains fixes and patches. Usually released daily.

End of Fix and End of Support

Each version of Gluesync is governed by a lifecycle policy that defines how long it receives fixes and support:

Milestone Meaning Timing (from release)

End of Fix (EoF)

No further fixes or patches are produced for the version. Users must update to the next version, which is automatic and covered by the subscription.

1 year

End of Support (EoS)

No further fixes or product support are provided for the version.

2 years (1 year after EoF)

After End of Fix, only critical security fixes may be considered under a special agreement. After End of Support, no further fixes or product support will be provided.

For extended support options beyond the standard lifecycle, contact sales@molo17.com to discuss your needs.

Gluesync 2.1 lifecycle

Gluesync 2.1.0 was released on June 27, 2025. Applying the standard lifecycle policy:

Milestone Date

Release

June 27, 2025

End of Fix (EoF)

June 27, 2026

End of Support (EoS)

June 27, 2027

The last patch release for the 2.1 line was 2.1.11.4 on March 3, 2026. As of the End of Fix date (June 27, 2026), no further fixes or patches are produced for any 2.1.x version. Users must update to Gluesync 2.2, which is automatic and covered by the subscription.

Until End of Support (June 27, 2027), product support is still available for 2.1 deployments, but only critical security fixes may be considered under a special agreement. After that date, no further fixes or product support will be provided.

To plan your upgrade from 2.1 to 2.2, refer to the What’s New in 2.2 page and the Get started guide.
While there are currently no plans for a Gluesync 3.x, the same lifecycle policy would apply to any future major version.

Creating Support Tickets

For a detailed step-by-step guide on how to open a support ticket, please refer to the How to create a support ticket guide.

Exporting / Uploading logs to support

When contacting our support team, you may be asked to provide logs from your Gluesync instance. Always send a compressed archive, never raw .log files.

Control Plane (recommended)

If you are running the Gluesync Control Plane, the easiest way is from the UI:

  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/.

For the full Control Plane workflow, see 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

If you are using the Windows desktop application, open Gluesync CLI from the desktop, click Collect logs, 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.