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Keeper Connection Manager
Keeper Connection Manager
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    • Preparing for Installation
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    • Docker Compose Install
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        • keeper/guacamole-db-mysql
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      • SSL Termination
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        • Using a Custom SSL Cert
      • Upgrading
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  • Authentication Options
    • SSO Auth (SAML)
      • Microsoft Azure
      • Okta
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      • OneLogin
      • Oracle
      • PingIdentity
    • 2FA with TOTP
    • 2FA with Duo
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    • Multiple Hostnames
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    • Account Approve/Deny Workflow
    • OpenID Connect Auth
    • LDAP Auth
      • Using Multiple LDAP Servers
      • Storing connection data within LDAP
      • Using LDAP with a database
  • Connection Protocols
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    • Remote Browser Isolation
    • Kubernetes
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      • Importing and Exporting
      • Keyboard Shortcuts
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      • Keyboard Shortcuts
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    • Persistent Reverse SSH Tunnel
      • AutoSSH as a Windows Service
      • Linux - AutoSSH
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  • How to Use KCM
    • Login Screen
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    • Creating Connections
      • Batch Import and API
    • How to Use KCM
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    • Session Recording and Playback
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    • Custom Branding
      • Add Your Logo
  • Vault Integration
    • Connecting KCM to your Vault
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  • Custom Extensions
  • Guest Mode
  • Advanced Configuration
    • guacamole.properties
      • SAML 2.0 Authentication Configuration Properties
      • Duo Two-Factor Authentication Configuration Properties
      • Encrypted JSON Configuration Properties
      • LDAP Configuration Properties
      • MySQL / MariaDB Configuration Properties
      • PostgreSQL Configuration Properties
      • SQL Server Configuration Properties
      • Login Attempts Properties
  • Troubleshooting
  • Importing Connections
  • Exporting Connections
  • High Availability
  • Pre-Release Testing
  • Changelog
  • Licensing and Open Source
  • Scope of Support
  • Security Advisories
  • Accessibility Conformance
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On this page
  • Release schedule
  • Support lifecycle
  • Online help desk
  • Phone support
  • Custom branding
  • Remote intervention
  • Integration / deployment consulting
  • Scope of support

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Scope of Support

Description of the support offered for Keeper Connection Manager customers

PreviousLicensing and Open SourceNextSecurity Advisories

Last updated 7 months ago

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Subscribers to Keeper Connection Manager 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.

Customers who deploy the Advanced Linux Install through package management are provided update packages through Keeper Connection Manager's YUM repository (the “yum” tool will automatically apply updates when the administrator runs the command to do so).

Customers who deploy the Auto Docker Install version can use the .

Release schedule

Keeper Security is continuously working to improve the Keeper Connection Manager platform. Major updates of Keeper Connection Manager release once per year. Unlike updates to existing major releases, each new major version of Keeper Connection Manager 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 Keeper Connection Manager 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.

Backward and API compatibility

Keeper Connection Manager provides API compatibility guarantees between minor releases. Each minor release of Keeper Connection Manager is backward compatible with prior minor releases. For example, Glyptodon Enterprise 1.1 is backward compatible with 1.0, Keeper Connection Manager (v2.8) and Glyptodon Enterprise 2.4 are backward compatible with 2.3, 2.2, etc.

Overall, this means:

  1. Updating from one minor release to another will not require system or configuration changes. It will only involve updating the relevant packages (running yum upgrade) and restarting Guacamole's services.

  2. Guacamole extensions that are written for one minor release of Keeper Connection Manager will not require code changes to work with a newer minor release.

API compatibility within Keeper Connection Manager specifically covers:

  • The Guacamole core APIs made available to Guacamole extensions: guacamole-common, guacamole-common-js, and guacamole-ext.

  • The SQL schema used by Guacamole's database authentication extensions.

We will take reasonable efforts to maintain compatibility with other APIs present within the scope of the Guacamole stack, such as those inherited from external libraries or bundled dependencies, but may occasionally need to make updates that break compatibility. Examples of such libraries include (but are not limited to):

  • JavaScript libraries like AngularJS, jQuery, and Lodash.

  • Java frameworks like Jersey and Guice.

  • libguac, the core C library used by protocol support plugins for guacd.

  • Libraries that protocol support plugins for guacd may depend on, like FreeRDP, libtelnet, or libvncclient.

Support lifecycle

Each release of Keeper Connection Manager 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 1-3

Year 4-5

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

  • Converting support tickets to bug reports or feature requests (though priority and scheduling for bug reports and feature requests is at Keeper Connection Manager’s sole discretion).

Phone support

Custom branding

If included with your purchased product, you may request custom branding from Keeper Connection Manager by opening a support ticket containing the details of the branding required. Keeper Connection Manager will provide a branding extension for Apache Guacamole which applies custom branding of your choosing to a deployment of Keeper Connection Manager, 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.

Remote intervention

If included with your purchased product, Keeper Connection Manager 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 Keeper Connection Manager with:

  1. Temporary access to the system(s) in question via SSH or Apache Guacamole

  2. Any necessary credentials

Remote intervention sessions must be scheduled in advance, and Keeper Connection Manager will make reasonable efforts to schedule remote intervention sessions in a timely manner.

Integration / deployment consulting

If included with your purchased product, Keeper Connection Manager will be available by email and phone to consult regarding the details of your integration or deployment of Keeper Connection Manager, even if such integration/deployment is specific to your own custom software. Consultation over the phone must be scheduled in advance, and Keeper Connection Manager 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

  • Possible high-availability deployment configurations

  • Security best practices

  • Integrating Keeper Connection Manager within existing web applications

  • Troubleshooting issues within your custom integration of Keeper Connection Manager

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 Keeper Connection Manager as documented. Your purchased product may extend that support to include integration and deployment alongside your own software, even if the Keeper Connection Manager documentation does not cover that specific case.

Web Browser

Browser
Description

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

Servlet Container

Version
Description

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

Operating System

OS Type
OS Version

CentOS

Any non-EOL release (currently 7)

Red Hat Enterprise Linux

Any non-EOL release (currently 7 and 8)

Rocky Linux

Any non-EOL release (currently 7 and 8)

Reverse Proxy / SSL Termination

Software
Software Version

NGINX

1.3 or later release

Apache

Database

Database
Version

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

Directory Type
Version

OpenLDAP

Any actively-maintained release AND any release packaged with a supported OS

Microsoft Active Directory

Any release still supported by Microsoft

Multifactor Authentication

MFA Type
Version

Duo

Web SDK

TOTP

Any authentication device supporting the TOTP standard (such as Google Authenticator)

Customers who deploy the Custom Docker Install version can use the .

If included with your purchased product, Keeper Connection Manager will provide support in the form of an , resolving issues through:

Responding to support tickets, so long as those tickets are within scope (see the ).

Tickets may be opened for issues encountered specifically with Keeper Connection Manager and for issues encountered with using a supported version of Keeper Connection Manager as documented with any of the software listed within the . Tickets are serviced for all supported releases of Keeper Connection Manager until EOL, and can be expected to be handled in a timely manner.

Scope of phone support is generally limited to issues encountered specifically with Keeper Connection Manager and for issues encountered with using a supported version of Keeper Connection Manager as documented with any of the software listed within the , though your purchased product may expand this scope.

The branding extension may be revised at any time by opening a .

Issues encountered with software not explicitly listed in the

2.4.5 or later release, with installed

Docker update capabilities
online help desk
support ticket
scope of support
scope of support
scope of support
scope of support
mod_proxy_wstunnel
built-in update capabilities