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 Priority Support area on the same portal for opening tickets directly with Stalwart Labs, and can also reach the support team by email at support@stalw.art.
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 Priority Support area on the portal where tickets are opened directly with Stalwart Labs, and can also email support@stalw.art. Every ticket gets an initial response within 48 hours of receipt during business hours, and carries an SLA counter, so the response window against the contracted terms is visible to both sides at all times.
- Email support at support@stalw.art, alongside the Priority Support area on the portal.
- Initial response within 48 hours during business hours, 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. The 48-hour initial response is the standard commitment in the licence agreement; tighter targets, including 24x7 paged response, are available as a custom SLA. Exact terms are confirmed at contract signing.
| Feature | Community | Enterprise (Premium) |
|---|---|---|
| Where | support.stalw.art | support.stalw.art (Priority Support) and support@stalw.art |
| Eligibility | All users | 150 mailboxes or more |
| Initial response time | Best effort | Within 48 hours, business hours |
| Bug triage | Public issue tracker | Prioritised, ticketed |
| Security advisories | Public release notes | Advance notice where relevant |
| Email support (support@stalw.art) | Not included | Included |
| Direct escalation to Stalwart engineers | Not included | Included |
| Feature | Community | Enterprise (Premium) |
|---|---|---|
| Dedicated Support Engineer | Not included | On demand |
| Custom SLA | Not included | On demand |
| Lawful-interception assistance | Not included | On demand |