Support Subscriptions

The Standard and Premium Enterprise Support subscriptions are sold as annual subscriptions. The Standard subscription provides support suitable for all commercial Syncthing users, where longer service level agreements (SLAs) are acceptable and hot fixes for production deployments are not required. The Premium subscription is suitable whenever priority case handling is required. It includes faster response times, expedited solutions, phone support for critical production issues, and access to custom feature development.

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Standard Support

The following is included in the standard subscription level.

Open Source Syncthing

Enterprise support covers the pre-built, stable binary releases of open source Syncthing. Syncthing is supported on each of the available release architectures.

Deployment Assistance

Our team makes sure your installation always goes as smoothly as possible. With our help, you can quickly clear up installation-related conflicts.

Debugging and Error Correction

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 Notifications

Security issues are rare and unlikely, but if they happen we let you know about the implications and the solution directly.

Upgrade Assistance

New Syncthing builds and accompanying documentation are provided monthly. For new major releases we assist in preparing for and working through any incompatible changes.

Documentation Clarification

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.

Email Support & Portal

You can get in touch directly via email or by logging a case in the support portal.

Next Business Day SLA

You will get a qualified response to your issue during the next working day, at the latest.

Premium Support

Premium support includes everything in the Standard package, plus the following additions.

Custom Feature Development

Your support subscription includes 40 hours of custom development towards your feature requirements. Further development is available at a discounted rate.

Design Support

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.

Phone Support

For critical production issues you can call us directly for a quick, professional response.

Two-hour SLA

You will get a response to your issue within two business hours.

Bug Hotfixes

Once an error can be reproduced, we will work around the clock to provide a hotfix build with a resolution.

Third Party Integration Support

We will work with you or a third party to resolve any issues in integrations using the API.

Periodic Health Check

We offer twice yearly audits of your Syncthing installation to verify smooth operation, report on any bottlenecks, and identify possible improvements.

Frequently Asked Questions

Which versions of Syncthing are supported?
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.
How do I create a support ticket?
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.
What SLA can Kastelo guarantee?
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.
How is the open source Syncthing supported?
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.
What happens when my support expires?
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.
How many of my devices do I need to have under support?
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.
How can I get design or consultancy help?
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.
I have another question.
Please contact us to learn more, we're here to answer any queries.

Syncthing Support