generated: '2026-08-04'
method: searched
source: https://glytec.com/support-policy/ + https://glytec.com/faqs/
scope: >-
  Glytec ships no public API, so this records the SOFTWARE/RELEASE lifecycle published in its Maintenance and
  Support Policy rather than an API versioning contract.
versioning:
  scheme: product-release
  notes: >-
    Product releases are versioned (e.g. "Glucommander 3.5.3.0" referenced in the newsroom). There is no
    public API version identifier, no dated version train, and no published version-history page.
  supported_versions: >-
    "the most-current release and the next most current release" — support is limited to the two most recent
    releases, which is the vendor's de facto end-of-life policy for older releases.
  docs: https://glytec.com/support-policy/
deprecation:
  policy_documented: true
  policy_url: https://glytec.com/support-policy/
  mechanism: supported-release-window
  notes: >-
    Deprecation is expressed as a supported-release window (current + previous release) in the Maintenance and
    Support Policy, not as an API deprecation/sunset policy. No RFC 8594 Sunset/Deprecation header support is
    documented (there is no public API to carry one).
  sunset_header: false
support:
  url: https://glytec.com/contact-us/
  policy_url: https://glytec.com/support-policy/
  model: tiered
  tiers:
  - tier: 1
    owner: customer
    notes: Customer provides the first response and analysis of all issues.
  - tier: 2
    owner: glytec
    notes: Customer escalates unresolved issues to Glytec customer support.
  severity_levels:
  - level: 1
    description: Significant disruption preventing necessary functions.
    hours: 24x7x365
  - level: 2
    description: Significant functionality inoperative.
    hours: 24x7x365 for Glucommander; 8:00am-8:00pm ET Mon-Fri for other services
  - level: 3
    description: Minor functionality issues.
    hours: routine business hours
    remedy: Fix targeted for the next regular maintenance release.
  - level: 4
    description: Documentation bugs or enhancement requests.
    hours: routine business hours
  channels: [telephone, email]
  notes: 24/7 clinical support after implementation (not a generalist help desk).
maintenance_window:
  schedule: >-
    Last Thursday of the month, 12:00am through 4:00am the following Thursday (Eastern Time).
  advance_notice: two (2) weeks
  source: https://glytec.com/support-policy/
sla:
  documented: false
  notes: No public uptime target or credit schedule; SLA terms are contract-delivered.
status_page:
  url: null
  notes: >-
    No public status page located. status.glytec.com does not resolve; glytec.statuspage.io and
    glytecone.statuspage.io redirect to the Atlassian Statuspage marketing site (no tenant).
implementation:
  typical_duration: 8 to 16 weeks from contract to go-live for a standard single-facility implementation
  phases:
  - weeks 1-4: discovery and EHR integration configuration
  - weeks 5-8: pilot launch
  - weeks 9-16: full deployment
  source: https://glytec.com/faqs/
changelog:
  url: null
  notes: >-
    No dated public changelog or release-notes feed. Release news appears only as press items under
    https://glytec.com/newsroom/ and https://glytec.com/press-releases/.
deprecated_operations: []