# Open Source Support

Commercial support for self-hosted deployments of Uppy, Companion, and tusd

Transloadit is a file uploading and processing service. Much of our software is open source. Some of these [open source projects](/open-source.md) are changing how the world shares files on the internet.

[tus⁠](https://tus.io), co-written by engineers at Google and used in production by CloudFlare and Vimeo, is **the #1 protocol** for reliably transferring files over the internet.

[Uppy⁠](https://uppy.io) is **the #1 file uploader** for web browsers. It uses tus under the hood so that file uploads can resume after network hiccups or browser crashes. It can pick files from Dropbox & friends without hitting the local device. Servers take care of all the heavy lifting, drastically saving on the users' battery and data plan.

Uppy offers an optional server-side component that handles secrets and transmitting files between datacenters, called: Companion. You can run this on your own hardware free of charge, and file issues on GitHub or on our community forum as with any other open source project. But if you are looking to run **Companion** or **tusd** in mission critical apps, you may want higher grades of support. Let's dive into some different deployment and support options.

<span aria-hidden="true" id="transloadit-hosted-with-commercial-support"></span>

## Transloadit-hosted with Commercial Support

These open technologies complement our commercial encoding API, and Transloadit provides hosted versions of Uppy[**Companion**⁠](https://github.com/transloadit/uppy/tree/main/packages/%40uppy/companion) and[**tusd**⁠](https://github.com/tus/tusd) to all of its customers. Transloadit takes care of securing, scaling, globally distributing, logging, monitoring, upgrading, troubleshooting, and providing integration guidance. All of these support features are included with every Plan — even our free Community Plan — and provided in the same way as[regular support of our commercial encoding API](/support.md).

<span aria-hidden="true" id="self-hosted-with-community-support"></span>

## Self-hosted with Community Support

Some businesses may have special needs that require them to self-host these components.

Self-hosting is allowed via our permissive MIT licenses, and is free of charge (aside from any operational or hosting costs that the business will need to make). Free self-hosting assistance is available through our [Community Forum⁠](https://community.transloadit.com/).

<span aria-hidden="true" id="self-hosted-with-commercial-support"></span>

## Self-hosted with Commercial Support

Optionally, businesses deploying our open source software on their own servers in mission-critical environments may need additional guarantees. Those businesses may be interested in our Open Source Support Plans.

An Open Source Support Plan gives direct access to the core developers of tus and Uppy, as well as members of our ops team who can troubleshoot issues. The plans guarantee initial response times; incident resolution times are targets.

We offer the following Open Source Support Plans:

|Bronze|Silver|Gold||
|-|-|-|-|
|Support depth|Guidance|GuidanceCode reviews|GuidanceCode reviewsOperational assistance|
|Bug reports & feature requests via|GitHubEmail & chat|GitHubEmail & chatSlack|GitHubEmail & chatSlack|
|Integration help via|ForumEmail & chat|ForumGitHubEmail & chatSlack|ForumGitHubEmail & chatSlackPhone|
|Incidents via|Email & chat|GitHubEmail & chatSlack|GitHubEmail & chatSlackPhone|
|Training of individuals|1|3|10|
|Number of contacts|1|3|10|
|P1 response time|8h|4h|15min|
|P1 target incident resolve time|48h|24h|4h|
|Health & status|Assistance|Assistance|Transloadit can monitor your instances|
|Support for non-current releases|2 releases back|5 releases back|10 releases back|
|Hours of support|Mo–Fr9–17h CET|Mo–Su7–23h CET|24/7|
|Support included|10h/mo|20h/mo|50h/mo|
|Core developer assistance included|1h/mo|6h/mo|12h/mo|
|Core dev/support per hour|—|$199|$199|
|Fee per instance|$120|$99|$99|
|Price|**$1,379/mo**|**$2,499/mo**|**$4,999/mo**|

* **Email & chat** means you can reach out through email: [support@transloadit.com⁠](mailto:support@transloadit.com), or chat via the speech bubble on our website.
* **Slack** means we can set up a Slack Connect channel shared between your Slack workspace and Transloadit's, where our teams can communicate with each other.
* If you expose your components' `/metrics`, Transloadit can **monitor** and graph these with Prometheus & Grafana, and send alerts.
* **Instance** means one `Companion` or `tusd` process running in your production environment. If you scale up and down, we use the monthly high-water mark, as that is most indicative of the load and complexity of your platform that we will need to support and/or monitor. 95th percentile available for highly volatile platforms.
* We can offer discounts in exchange for longer commitments.
* The pricing for each level of support is based on an assumption that customers will not withhold any amounts. If they do, the monthly fee will increase appropriately.
* X releases back means: X non-current minor releases per supported major (a major that is not EOL).
* Major, minor, patch versions take their meaning from[Semantic Versioning 2.0.0⁠](https://semver.org/)

## Questions?

Our team can help you choose the right support plan for your self-hosted deployment.

Talk to core developers

Custom plans available

Response times guaranteed

[Contact sales](mailto:support@transloadit.com)