Glasswall is committed to ensuring that our customers have reliable, well-supported software. To provide clarity and manage support effectively, we operate a structured software support schedule.
How Software Support Works
Our support covers both bug fixes and enhancements to the software:
Bug Fixes
These are delivered through regular monthly releases. If you encounter an issue, please contact our Customer Support team to raise a ticket. Confirmed bugs are addressed based on priority and will be included in an upcoming release.
Product Enhancements
Enhancements are prioritized based on communication with the Glasswall Product Management team through our Sales channels. Once confirmed, they are scheduled for future releases according to priority.
Patch Release Mechanism
If a patch release is required outside of the regular release schedule, it will be identified and planned accordingly. Typically, only bug fixes are included in these patches. However, under special circumstances, limited enhancements may be added at Glasswall's discretion.
Embedded Engine - Support Levels and Duration
Glasswall provides software support under two main categories:
Full Support (3 Years)
This covers Embedded Engine Release 5 onwards and includes all customers with an active support package.
Limited Support (4 Years)
Tailored for CDS/OEM Integrations with a support package, extending the support by an additional year beyond full support.
Support Summary
| Support Duration | Support Level | Releases Included | Eligible Customers |
|---|---|---|---|
| 3 years | Full Support | Embedded Engine Release 5 onwards | All with Support Package |
| 4 years | Limited Support | Embedded Engine Release 5 onwards | CDS/OEM Integrations with Support Package |
For any questions or support requests, please reach out to our Customer Support team or your designated account representative.