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.

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

Creating Support Tickets

Step 1: Product Selection

Support portal home page
Figure 1. Select Gluesync from Products Menu

Select "Gluesync" from the available products menu to ensure your ticket is routed to the correct support team.

Step 2: Issue Classification

Issue type selection
Figure 2. Choose Issue Type
Issue Type Description SLA Priority

Incident

Production system issues affecting service

* P1: Critical - Service down/unusable * P2: High - Severely impaired * P3: Medium - Partially impaired

Bug

Software defects or unexpected behavior

Based on impact assessment

IT Help

Technical assistance and configuration support

Standard response time

Change Request

Feature enhancements or modifications

Planned implementation

When submitting an incident:

  • P1: Response within 4 hours, resolution time within 8 hours

  • P2: Response within 8 hours

  • P3: Response within 3 business days

Step 3: Ticket Submission

Create ticket form
Figure 3. Submit Support Ticket

For faster resolution, include:

  • Clear issue description

  • Steps to reproduce (for bugs)

  • Error messages or logs

  • Environment details

  • Impact level

Our support team monitors tickets 24/7 and will respond based on your support agreement’s SLA.