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 |
|
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. |
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 |
|---|---|
|
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. |
|
Major release. Usually released every 6-8 months. May introduce new capabilities and, where unavoidable, breaking changes that require migration steps. |
|
Feature release. Adds new functionality with no breaking changes. Usually released every 2 weeks. |
|
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 learn what’s new in your current version, refer to the What’s New in 2.1 page. |
| 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
Step 1: Product Selection
|
Select "Gluesync" from the available products menu to ensure your ticket is routed to the correct support team. |
Step 2: Issue Classification
| 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:
|
Please avoid using incident issue type for non-production issues.
Exporting / Uploading logs to support
When contacting our support team, you may be asked to provide logs from your Gluesync instance.
If you are running the Gluesync Control Plane, the easiest way to do this is directly from the UI:
-
Navigate to Support → Collect and send logs.
-
Follow the on-screen instructions to collect logs from your deployment and upload them to your support ticket.
For more details on this workflow, see the Logging chapter.
If you are using the Docker-based kit you received via email, you will find two scripts included within the respective gluesync-docker directory and gluesync-docker-windows directory to simplify this process:
-
collect-logs.sh: For Linux and macOS systems. -
collect-logs.ps1: For Windows systems.
If you are using the Windows desktop application, you have Gluesync CLI available on your desktop. Simply click on the Collect logs button and follow the on-video instructions.
If these scripts are missing from your kit, open Installation kits & tools, validate your licence, and download the collector for your operating system.
| In case you’re downloading it manually, 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.
The script will ask you for your email and the ticket ID. Please provide them when prompted so the script can upload the logs to your support ticket.
| For offline log collection, press the Enter key twice to skip the email and ticket ID prompts. The logs will be collected locally only, and the script will provide you with the path to the collected logs file. |
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| Like for the scripts above, 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.