Scope of Support
Description of the support offered for Keeper Connection Manager customers
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).
Additional support services are provided through the following options, depending on the specific product purchased:
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).
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):
- 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.
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:
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.
If included with your purchased product, Keeper Connection Manager will provide support in the form of an online help desk, resolving issues through:
- 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).
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 scope of support. Tickets are serviced for all supported releases of Keeper Connection Manager until EOL, and can be expected to be handled in a timely manner.
If included with your purchased product, Keeper Connection Manager 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 Keeper Connection Manager’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 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 scope of support, though your purchased product may expand this scope.
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.
The branding extension may be revised at any time by opening a support ticket.
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.
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.
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 not the Keeper Connection Manager documentation does not cover that specific case.