Support
NetStacks is built by a small team. Free users get the source, documentation, and community help via GitHub Discussions. 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, share what you built, and read what other users have figured out. Best for “how do I…”, ideas, and general help.
Open Discussions →GitHub Issues
File a bug with a minimal reproducer. Issues without one are closed (see the triage policy below). Don't use Issues for questions or feature requests.
Open an issue →What free 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 Personal Edition (the open-source 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, or following up on an existing support thread. For bug reports 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.