Subscribers to Glyptodon Enterprise receive continuous access to updates, released regularly according to a general release schedule, and support for each major release until it reaches end-of-life. Updates are provided through Glyptodon’s YUM repository (the “yum” tool will automatically apply updates when the administrator runs the command to do so).
Additional support services are provided through the following options, depending on the specific product purchased:
- Online help desk / ticketing system
- Phone support
- Custom branding
- Remote intervention
- Integration / deployment consulting
Glyptodon aims to release a new, major version of Glyptodon Enterprise roughly every year, though this may vary in practice. Unlike updates to existing major releases, each new major version of Glyptodon Enterprise may break compatibility with previous versions, and administrators will likely need to manually facilitate the upgrade from an older major release.
Each major release is a line of development which is maintained throughout its support lifecycle through issuing relatively regular updates, which users apply using the same package management tool that they used to install Glyptodon Enterprise in the first place (YUM, an open source tool which is included with the Linux distributions we support).
|Major release:||Annually (the only releases which can break compatibility). Major releases are numbered 1.0, 2.0, 3.0, etc.|
|Minor/Maintenance release:||Every 3 months following general availability (updates to an existing major release which add new features, fix minor bugs, etc.). Minor/maintenance releases are numbered relative to the major release being updated: 1.1, 1.2, 1.3, etc.|
|Security/Critical release:||ASAP (fixes to security vulnerabilities or critical bugs). Security/critical releases are numbered identically to minor/maintenance releases.|
Each release of Glyptodon Enterprise is supported for at least five years following the first general availability (GA) release. The five-year period of support for each release is further divided into the initial period of full support, during which regular updates can be expected, and the final period of extended support, during which updates are provided only for critical or security-related issues:
|Full Support||Extended Support||EOL|
|Year 1||Year 2||Year 3||Year 4||Year 5||Year 6+|
Following end of life (EOL), users will need to upgrade to a newer release to continue receiving updates and support. Users are advised to take advantage of the period of extended support as a grace period for migration, using the time provided to migrate to a newer release with full support, rather than allow support for a production deployment to lapse.
The date of each GA release, and the expected dates for the end of full support, end of extended support, and end of life will all be published online, but are subject to change.
Online help desk
If included with your purchased product, Glyptodon will provide support in the form of an online help desk, resolving issues through:
- Responding to support tickets, so long as those tickets are within scope (see the scope of support).
- Converting support tickets to bug reports or feature requests (though priority and scheduling for bug reports and feature requests is at Glyptodon’s sole discretion).
Tickets may be opened for issues encountered specifically with Glyptodon Enterprise and for issues encountered with using a supported version of Glyptodon Enterprise as documented with any of the software listed within the scope of support. Tickets are serviced for all supported releases of Glyptodon Enterprise until EOL, and can be expected to be handled in a timely manner.
If included with your purchased product, Glyptodon will additionally provide support as needed over the phone, and the contact number for phone support can be found within your account dashboard. Phone support is available during Glyptodon’s business hours: Monday through Friday, 9:00 AM to 5:00 PM, Pacific Time.
Scope of phone support is generally limited to issues encountered specifically with Glyptodon Enterprise and for issues encountered with using a supported version of Glyptodon Enterprise as documented with any of the software listed within the scope of support, though your purchased product may expand this scope.
If included with your purchased product, you may request custom branding from Glyptodon by opening a support ticket containing the details of the branding required. Glyptodon will provide a branding extension for Apache Guacamole which applies custom branding of your choosing to a deployment of Glyptodon Enterprise, along with instructions for its installation. Once installed, the branding will be stable across upgrades. Custom branding may contain any or all of the following:
- Your company’s name / product name
- An arbitrary logo to be displayed on the login screen
- An arbitrary tab / bookmark icon (“favicon”)
- Disclaimer/warning text to be displayed above the login screen.
The branding extension may be revised at any time by opening a support ticket.
If included with your purchased product, Glyptodon will be available to remotely investigate and address reported issues if other means of support are insufficient to resolve the problem. After reporting the issue requiring investigation and describing what you have attempted thus far, you will need to provide Glyptodon with:
- Temporary access to the system(s) in question via SSH or Apache Guacamole
- Any necessary credentials
Remote intervention sessions must be scheduled in advance, and Glyptodon will make reasonable efforts to schedule remote intervention sessions in a timely manner.
Integration / deployment consulting
If included with your purchased product, Glyptodon will be available by email and phone to consult regarding the details of your integration or deployment of Glyptodon Enterprise, even if such integration/deployment is specific to your own custom software. Consultation over the phone must be scheduled in advance, and Glyptodon will make reasonable efforts to schedule any requested consultation in a timely manner.
Scope of integration and deployment consultation includes but is not limited to:
- Discussing development related to custom authentication
- Issues encountered with software not explicitly listed in the scope of support
- Possible high-availability deployment configurations
- Security best practices
- Integrating Glyptodon Enterprise within existing web applications
- Troubleshooting issues within your custom integration of Glyptodon Enterprise
Integration and deployment consultation does not include development services, such as the creation of custom code or documentation.
Scope of support
If your purchased product includes support services, the scope of those services is generally restricted to the following specific versions of software commonly used with Apache Guacamole, to the extent that the support deals directly with using Glyptodon Enterprise as documented. Your purchased product may extend that support to include integration and deployment alongside your own software, even if not the Glyptodon Enterprise documentation does not cover that specific case.
|Google Chrome:||Any release still supported by Google|
|Mozilla Firefox:||Any release still supported by Mozilla|
|Apple Safari:||Any release still supported by Apple|
|Internet Explorer:||10, 11|
|Microsoft Edge:||Any release still supported by Microsoft|
|Tomcat 7.x:||7.0.37 or later release|
|Tomcat 8.x:||Any release|
|Tomcat 9.x:||Any release|
|JBoss Web Server:||3.1 or later release|
|CentOS:||Any non-EOL release (currently 7 and 8)|
|Red Hat Enterprise Linux:||Any non-EOL release (currently 6, 7, and 8)|
Reverse Proxy / SSL Termination
|Nginx:||1.3 or later release|
|Apache:||2.4.5 or later release, with mod_proxy_wstunnel installed|
|MySQL:||Any non-EOL release AND any release packaged with a supported OS|
|PostgreSQL:||Any non-EOL release AND any release packaged with a supported OS|
|SQL Server:||Microsoft SQL Server 2008 or later, any edition|
LDAP / Active Directory
|OpenLDAP:||Any actively-maintained release AND any release packaged with a supported OS|
|Microsoft Active Directory:||Any release still supported by Microsoft|
|TOTP:||Any authentication device supporting the TOTP standard (such as Google Authenticator)|