Open Source Support

Transloadit is a file uploading and processing service. Much of our software is written in the public domain. Some of these open source projects are changing how the world shares files on the internet.

Tus, 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 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.

Transloadit-hosted with Commercial Support

These open technologies complement our commercial encoding API, and Transloadit provides hosted versions of Uppy Companion and 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.

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.

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 contributors of Tus and Uppy, as well as the members of our ops team who can troubleshoot issues, with guaranteed response times.

We offer the following Open Source Support Plans:

  Bronze Silver Gold
Support depth Guidance Guidance
Code reviews
Guidance
Code reviews
Operational assistance
Bug reports & feature requests via GitHub
Email & chat
GitHub
Email & chat
Slack
GitHub
Email & chat
Slack
Integration help via Forum
Email & chat
Forum
GitHub
Email & chat
Slack
Forum
GitHub
Email & chat
Slack
Phone
Incidents via Email & chat GitHub
Email & chat
Slack
GitHub
Email & chat
Slack
Phone
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–Fr
9–17h CET
Mo–Su
7–23h 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 or reach out through email: support@transloadit.com, or chat via the speech bubble on our website.
  • Slack means we can set up a Slack Connect channel that appears in both our Slack workspaces in which 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

More information?

We are happy to answer your questions.

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