Support and Maintenance

How to Create a Support Ticket or Forum Post

wolfSSL maintains two support channels: a public support forum and a support ticket system. The wolfSSL ticket system should be used when looking for the fastest response time. Sending an email to support@wolfssl.com will automatically generate a new support ticket. The public wolfSSL forums are also available, and are a great place to search for existing issues.

        wolfSSL Support Forums:  https://www.wolfssl.com/forums
        wolfSSL Support Ticket System:  https://wolfssl.zendesk.com/hc/en-us/requests/new

Support and Maintenance Packages

Support packages and maintenance for wolfSSL products including the wolfSSL embedded SSL/TLS library, wolfCrypt embedded crypto engine, wolfSSH SSHv2 Server library, and more are available directly from wolfSSL on a yearly basis. The comparison matrix below outlines differences in package features and prices.

For more information, or to visit with a wolfSSL representative, please Contact Us.

wolfSSL Support Packages

Basic
(1 year)		 Standard
(1 year)		 Premium
(1 year)		 24x7
(1 year)
Price $2,500 $8,000 $27,000 $50,000
Bug Fixes (Contact your account manager for details)
Commercial Updates
How-To Questions
Optimization Questions
# of Support Incidents** 3 10 Unlimited
Support Type Email Only Email Only Email or Phone
Dedicated Support Engineer
Response Time 3 Business Days 1 Business Day 4 Business Hours
Build Config Added to Nightly CI Tests
Target Hardware Added to Nightly CI Tests
cURL Pre-release notifications and advisories*

* For customers with Commercial cURL Support

What other kind of support is offered?

wolfSSL also offers support for performance optimizations, streamlining, and memory/footprint size reductions. Additionally, wolfSSL also provides support for other products that it provides commercial licenses for, for example cURL. cURL is a tool to transfer data from or to a server, using various protocols (such as FTP, HTTP, HTTPS, etc.). More information on wolfSSL and cURL can be found here: https://www.wolfssl.com/products/curl/.

How Does wolfSSL Define a Support Incident?

An incident is defined as a break-fix, how to, or optimization question (availability of each dependent on package selected). wolfSSL defines a break-fix support incident as a specific, discrete issue that can be addressed by isolating its origin to a single cause. wolfSSL, in its sole discretion, will determine what constitutes a support incident. A break fix support incident has reached resolution when the customer receives one of the following:

  1. Information that resolves the issue
  2. Information on how to obtain a software solution that will resolve the issue
  3. Notice that the issue is caused by a known, unresolved issue or an incompatibility issue with the supported product
  4. Information that identifies the issue as being resolved by upgrading to a newer release of the supported product
  5. Notice that the issue has been identified as a hardware equipment issue
  6. Information that isolates issue to a third-party product

How to and optimization questions are of course more open ended and are considered resolved at wolfSSL's sole discretion. Please Contact Us with any questions.