Mongoose :: Support

How do I get support?

GPLv2 License

Check out our Documentation

File a GitHub Issue

Commercial License

Access to priority technical support with SLA

Access to software maintenance for updates & security patches

Access to the consulting services, which provides 1:1 interaction with our engineering team

Support levels at a glance

Commercial support means direct access to the engineers who build Mongoose. Report issues by email - every report is acknowledged and classified within 2 working days. Then:

Level

What it means

What we do

Priority 1 - Critical

Mongoose is unusable in your product, or causes a crash of your system.

We start work immediately and present a method of action within 10 working days.

Priority 2 - Major

A product feature fails in your system, and a workaround or alternate method can be identified.

We confirm the workaround so you keep shipping, and resolve the problem by the most appropriate route.

Priority 3 - Minor

A minor inconvenience: cosmetic issues, misspelled messages, documentation errors.

Logged and corrected in a future release.

This is a summary. The exact commitments are written into the Technical Support Agreement section of your commercial license, so your legal team can rely on them contractually.

What do I get in Commercial Support that I don’t get on the forum?

Priority software support services with one-on-one support from our expert engineers
Proactive security alerts notifications

How do I access Commercial Support?

Please refer to the 'Technical Support Agreement' section of your License Agreement for the reporting procedures and escalation process.
When contacting support, please include your license agreement details, issue details and steps taken to identify it.

What is Software Maintenance?

Mongoose updates are released every quarter. These can include new functionality, security updates and bug fixes.
When you purchase a commercial license, it is set for the edition available at the time of purchase (see the latest version here). If you want to update to avail of any new functionality, Software Maintenance ensures that you can upgrade every time a new version is available.
Software Maintenance is highly recommended to stay abreast of the changing security environment.

Frequently asked questions

Where do I get Mongoose Library source code?

Where can I find Mongoose examples?

We have plenty of examples and tutorials at Tutorials page.

What platforms do you support?

Is Mongoose secure?

We regard Mongoose Web Server security as a very important topic. Please see outline of the security measures we have taken.

Can you help me with my integration?

Yes, the team that built Mongoose is available to help you with your embedded communication projects and getting your products connected online. Get in touch with your requirements and we will get to work!

How do I upgrade to the newest version?

If you have Software Maintenance included in your commercial license, simply watch out for the notification release that we send by email or watch the GitHub Repository. You can then simply download and avail of the newest version. If you do not have Software Maintenance included in your commercial license, you need to contact us to discuss.

What are your support response times?

Every commercial support report is acknowledged and classified within 2 working days, and critical issues are worked on immediately. See the full support schedule for all three priority levels.

Mongoose Networking Library support options