Support Lifecycle

At Glasswall, we are committed to delivering secure, reliable, and well-supported software to our customers. To ensure transparency and effective support management, we operate a clearly defined support lifecycle for all Halo releases.

How Software Support Works

Our support program encompasses both bug fixes and product enhancements, delivered through regular update cycles:

Bug Fixes

Bug fixes are included in our standard monthly release cadence. If you identify an issue, please contact our Customer Support team to raise a ticket. Once validated, bugs are prioritized and scheduled for resolution in an upcoming release.

Product Enhancements

Enhancement requests are prioritized through engagement with the Glasswall Product Management team via our Sales channels. Approved enhancements are planned for delivery in future releases based on business and customer impact.

Patch Releases

Occasionally, issues may require a patch outside of the scheduled release cycle. These are evaluated on a case-by-case basis. While patches primarily address critical bugs, select enhancements may be included at Glasswall's discretion.

Support Levels and Duration

Glasswall provides support for both containerized and virtual machine-based deployments of Halo under clearly defined timelines.

Customers are encouraged to regularly update and validate their deployments to ensure they benefit from the latest security enhancements.

Security updates and patches are applied only to the most recent images. We cannot guarantee that older images are free from vulnerabilities.

Requests to patch older images will be reviewed on a case-by-case basis.

Container Images – Full Support (12 Months)

This includes both first-party and third-party container images, as well as Helm charts that make up a Halo release. Customers are encouraged to regularly update and validate deployments to ensure they benefit from the latest security improvements. Our internal application security program ensures continuous updates to maintain a strong security posture.

Container Images – Limited Support (18 Months)

If customers are unable to update within 12 months, we will continue to offer support for up to 18 months from initial publication. However, Glasswall reserves the right to request a solution update if a resolution cannot be achieved within the existing deployment.

Virtual Machine Images – Full Support (18 Months)

This includes OVA, VHD, and other first-party and third-party virtual machine images. As with container deployments, regular updates are strongly recommended to ensure ongoing security and functionality. Updates are guided by our continuous security assurance process.

Virtual Machine Images – Limited Support (3 Years)

For deployments exceeding 18 months without update, we will attempt to provide support for up to 3 years from the image's publication date. In such cases, Glasswall may require customers to update to a supported version to continue receiving assistance.

API Versions

Glasswall will provide at least 12 months’ notice to all customers when a decision is made to deprecate an API version.

To maintain backward compatibility, we will only introduce breaking changes in new major versions of our APIs. Wherever possible, existing version levels will remain stable and non-breaking.

For any questions or support requests, please reach out to our Customer Support team or your designated account representative.