Help when you need it.
All Stalwart support runs through a single portal at support.stalw.art, where any user can file a bug, suggest a new feature or get help from the community. Enterprise customers with Premium Support also have access to a private area on the same portal for opening tickets directly with Stalwart Labs.
Free support for Community-edition users.
Anyone running the Community edition can sign up for the support portal at no cost and post questions there. It is the supported channel for installation questions, configuration help, bug reports against the open-source release, feature discussion and general operator questions. Stalwart Labs engineers and experienced operators read the portal daily. Stalwart also has a presence on Discord, Reddit and Matrix. Those venues are for general discussion only; they are not support channels and questions posted there may not be answered.
Priority Support for Enterprise customers, from 150 mailboxes.
Premium Support is included at no extra cost with every Enterprise subscription of 150 mailboxes or more. Once activated, customers have access to a private area where tickets are opened directly with Stalwart Labs. Each ticket carries an SLA counter, so the response window against the contracted terms is visible to both sides at all times.
- Priority response on tickets, with severity levels and a per-ticket SLA counter.
- Direct escalation path to the engineers who write Stalwart.
- Access to security advisories ahead of public disclosure where relevant.
- Optional add-ons (purchased separately) include a dedicated Support Engineer, a custom SLA and lawful-interception assistance.
Community Support and Premium Support, side by side.
Premium Support is included with Enterprise subscriptions of 150 mailboxes or more. Numbers and exact SLA terms are confirmed at contract signing.
Coverage
| Feature | Community | Enterprise (Premium) |
|---|---|---|
| Where | support.stalw.art | support.stalw.art |
| Eligibility | All users | 150 mailboxes or more |
| Response time | Best effort | Contracted, with per-ticket SLA counter |
| Bug triage | Public issue tracker | Prioritised, ticketed |
| Security advisories | Public release notes | Advance notice where relevant |
| Direct escalation to Stalwart engineers | — |
Optional add-ons (purchased separately)
| Feature | Community | Enterprise (Premium) |
|---|---|---|
| Dedicated Support Engineer | — | On demand |
| Custom SLA | — | On demand |
| Lawful-interception assistance | — | On demand |