Enterprise support covers the pre-built, stable binary releases of open source Syncthing. Syncthing is supported on each of the available release architectures.
Our team makes sure your installation always goes as smoothly as possible. With our help, you can quickly clear up installation-related conflicts.
If you experience an error, we work to reproduce it, and fix it or provide a workaround – all within the agreed SLA time. Fixes are incorporated into the next release.
Security issues are rare and unlikely, but if they happen we let you know about the implications and the solution directly.
New Syncthing builds and accompanying documentation are provided monthly. For new major releases we assist in preparing for and working through any incompatible changes.
Uncertain about something in the documentation, or maybe something doesn’t seem right? If you have a question, we get you a precise answer and see to updating the documentation.
You can get in touch directly via email or by logging a case in the support portal.
You will get a qualified response to your issue during the next working day, at the latest.
Premium support includes everything in the Standard package, plus the following additions.
Your support subscription includes 40 hours of custom development towards your feature requirements. Further development is available at a discounted rate.
Have non-urgent thoughts or questions that you want to discuss with a Syncthing expert? Schedule a video conference with us and we’ll brainstorm together.
For critical production issues you can call us directly for a quick, professional response.
You will get a response to your issue within two business hours.
Once an error can be reproduced, we will work around the clock to provide a hotfix build with a resolution.
We will work with you or a third party to resolve any issues in integrations using the API.
We offer twice yearly audits of your Syncthing installation to verify smooth operation, report on any bottlenecks, and identify possible improvements.
We generally advise users to run the most recent version of Syncthing as it is the most up to date and secure. We proactively notify all subscribers when important updates are available. We provide technical support for the current release, and any release issued within one year of the current release.
To create a support ticket, please use the email addresses in your support contract to send and receive support case information. You can also use the support portal to create and follow up on support tickets. If you have a Premium support subscription, you can get support by phone for critical issues.
For Premium support customers, Kastelo guarantees an SLA of two hours for the initial contact in new support queries. We will offer service credits in the event that we fail to meet this expectation.
Kastelo supports binary builds of the open source Syncthing that are obtained from the official GitHub releases page and the Syncthing APT repository (apt.syncthing.net). Purchase a Standard or Premium support subscription for each Syncthing device that requires support. Kastelo does not support binaries that you build from source yourself, or binary distributions obtained from other sources.
After your support contract expires you are no longer eligible to obtain support from Kastelo. Access to the Kastelo support portal will be revoked. However, your ability to continue to use Syncthing is not affected in any way.
Each Syncthing device used as part of the deployment where support is required must be covered by the support subscription. Support may be withheld if it is discovered that a significant part of the deployment is not covered by the subscription. There may be other deployments, used for a different purpose, which are not covered by support.
If you need help with architecture, design, or configuration, we can help you translate your requirements into an optimized Syncthing deployment. Please contact us to learn more.
Please contact us to learn more, we're here to answer any queries.