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 |
|---|---|
|
Product family. |
|
Major release of that family, typically every 6–8 months. Can add capabilities and, when unavoidable, breaking changes. |
|
Feature release. New functionality, no breaking changes. Typically about every two weeks. |
|
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 (preview) |
Releasing soon |
— |
— |
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 is a preview documentation train — First release / EoF / EoS dates will be published when it ships. For what is coming, see What’s new in 2.3 and Deploy and run.
Logs for a ticket
Support will often ask for logs. Prefer the Control Plane when you have it: Support → Collect and send logs, then follow the prompts. Details: Logging.
Kits also ship collector scripts in gluesync-docker (Linux / macOS) and gluesync-docker-windows (Windows):
-
collect-logs.sh -
collect-logs.ps1
If they are missing from the kit:
Open Installation kits & tools, validate your licence, select the host operating system, and download collect-logs.sh or collect-logs.ps1.
Run them from the gluesync-docker directory. The script asks for your email and 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.
On the Windows desktop app, use Collect logs in Gluesync CLI and follow the on-screen (video) instructions.
If you have neither the UI nor the scripts, from the Gluesync install 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
fiSend the archive, not a pile of raw .log files.