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

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, please follow these SLA priorities:

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

  • P2: Response within 8 hours

  • P3: Response within 3 business days

Please avoid using incident issue type for non-production issues.

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

Exporting logs

When contacting our support team, you may be asked to provide logs from your Gluesync instance.

If you are using the Docker-based trial kit you received via email, you will find two scripts included in the utilities folder to simplify this process:

  • collect-logs.sh: For Linux and macOS systems.

  • collect-logs.ps1: For Windows systems.

If you don’t have these scripts in your trial kit, you can download them directly:

Ensure you run the following within the gluesync-docker directory.

Running the appropriate script for your operating system will create a support-logs.zip or support-logs.tar.gz file containing all necessary diagnostic information.

Alternatively, if you do not have these scripts, you can manually collect the logs by running the following command from your Gluesync installation directory:

if command -v zip &> /dev/null; then
  find . -type f -name "*.log" -print0 | xargs -0 zip support-logs.zip
elif command -v tar &> /dev/null; then
  find . -type f -name "*.log" -print0 | xargs -0 tar -czvf support-logs.tar.gz
else
  echo "Error: Neither zip nor tar command found. Please install one of them."
  exit 1
fi
Please ensure you’re running the following within the gluesync-docker directory.

This will provide you with a compressed file containing all the logs of the Gluesync instance. Please send the compressed file to our support team, not the raw logs.