Support
NetStacks is built by a small team. Professional users get documentation and community help via GitHub Discussions, plus the open-source, auditable cryptography on GitHub. Teams that need response-time guarantees can purchase a support contract.
Start here
Most questions are answered fastest by one of these. Try them first before opening a contact ticket.
Documentation
Full product docs — installation, terminal, devices, credentials, automation, AI features, and the API reference. Searchable.
Read the docs →GitHub Discussions
Ask questions and discuss the open-source cryptography and general usage with other users. Best for “how do I…”, ideas, and general help.
Open Discussions →GitHub Issues
File a cryptography bug with a minimal reproducer. For application bugs, use the contact form below. Don't use Issues for questions or feature requests.
Open an issue →What community support is not
- Response-time guarantees — none.
- Phone, email, or chat support — none.
- Help configuring NetStacks for your environment.
- Custom feature development.
For any of those, see the paid support contracts below.
Paid support
All paid support is priced in USD and applies to NetStacks Professional (the Terminal and Local Agent). Enterprise (NetStacks Controller) deployments include dedicated support as part of the Controller subscription — see Enterprise.
Email Support
For teams that need a response-time guarantee.
- Business-day response
- 4-hour SLA on critical issues
- Single shared support inbox
- Triage and reproduction help
- Best-effort workarounds while a fix is in flight
Premium Support
For teams running NetStacks in production.
- 24/7 response on critical issues
- Named contact with direct number
- 1-hour SLA on critical issues
- Quarterly health-check call
- Priority on bug fixes affecting your deployment
Per-incident
For one-off emergencies. No contract; pay only when you need help.
- $300/hr business hours, $500/hr after-hours
- 4-hour minimum engagement
- Direct expert involvement, not a queue
- Same response window as Email Support during the engagement
Office Hours
Bookable Q&A. Bring a question, get an answer from the maintainer.
- 30-minute video session
- Bookable via Calendly link after signup
- Architecture review, integration questions, code-walk requests
- No SLA; intended as a focused consultation
Custom integration
Integration with your CMDB, ITSM, monitoring stack, or bespoke topology source. Quoted per engagement, typically $5K–$30K. Common engagements: NetBox / LibreNMS / Netdisco tuning for a specific environment, custom plugin development, on-site enablement, or a controlled rollout across a multi-region NOC.
Send us a message
For purchasing a support contract, asking about a custom engagement, application bug reports, or following up on an existing support thread. For cryptography bugs use GitHub Issues and for security findings email security@netstacks.net directly.
Issue triage policy
- Issues without a minimal reproducer are closed. “It crashes sometimes” isn't actionable; “it crashes when I do X with input Y on platform Z, here's the log” is.
- Feature requests filed as Issues are closed. Open a Discussion in the Ideas category instead — if there's community interest and a contributor willing to do the work, it can graduate to an Issue + PR.
- Stale issues (no activity for 45 days) auto-close. Re-open with new information if still relevant.
- We reserve the right to decline any issue or feature request without detailed explanation.
- Security findings go privately to security@netstacks.net, not into a public issue.