Support
Zend Support provides three cost-effective levels of service (Silver, Gold and Platinum) to assist in making the most out of your PHP investment. Zend Support Subscriptions are tailored to help keep your PHP software and business-critical applications running smoothly and efficiently.
From software releases and updates, to web-based and technical phone support, Zend Support Subscriptions help you proactively manage your software and quickly address issues when they arise helping you optimize the availability and performance of your PHP Web Applications.
Which Support Subscription is right for you?
With increasingly complex environments and interdependent systems, uptime and availability are more important than ever. Having the best software support available that fits your budget is paramount. Zend Support offers a range of cost-effective Support Subscription offerings to meet your needs.
Zend Silver Support
Silver Support Subscription provides the basic services needed to quickly resolve technical issues. It includes: Web-based support (Issue Tracking, Self-help, forums etc.), product releases and updates.
* Zend Core Silver Support also includes: Local and Remote PHP Security exploits
Zend Gold Support
Gold Support Subscription equips you with additional support options to keep your Web applications available and on track. It includes: Silver level support, Telephone technical support and PHP Critical Bug fixes.
Zend Platinum Support
Platinum Support Subscription gives you additional level of coverage for your most business-critical applications. 24X7X365 Technical phone support, customer requested PHP fixes are some of the features you receive in addition to Gold level support features.
Zend Production Server Solutions
Production Support Scope of Coverage
Zend provides support for the following types of issues for all components we ship (excluding demos and examples):
- Installation
- Usage
- Configuration
- Problem Diagnosis
- Bug fixes
We do not support the following types of issues:
- Code development
- Code Auditing
- Hardware or Operating System configuration
- Network design
- Implementation and development of security rules and policies
- Technology and preview features
- Demos and examples
Pricing
All Pricing is based for single or dual CPU x86 architectures
(Contact Zend Sales for pricing for all other configurations)
Production Server Solutions Support - Subscription Summary:
| Production Server Solutions (zend Server, Zend Core, Zend Platform*) | Production Server Solutions (Zend Server, Zend Core, Zend Platform*) | Production Server Solutions (Zend Server, Zend Core, Zend Platform*) | |
| Maintenance and Hot Fixes | Silver | Gold | Platinum |
|---|---|---|---|
| Standard Maintenance Updates |
Quarterly | Quarterly | Quarterly |
| PHP Security Hot fixes | Yes | Yes | Yes |
| PHP Critical Bug Hot Fixes | Yes | Yes | |
| Customer Requested PHP Bug Hot Fixes | Yes | ||
| PHP Version Support Period |
N/A | 12 Months | 18 Months |
| Support Services | Silver | Gold | Platinum |
| Forums / Knowledge Base |
Yes |
Yes | Yes |
| Web Support Tickets | Yes | Yes | Yes |
| Phone Support Tickets |
Yes | Yes | |
| 24X7X365 | Yes | ||
| Remote troubleshooting & Diagnosis | Yes | Yes | |
| Initial Response Times |
Silver | Gold | Platinum |
| Phone response time (P1) | N/A | 6 Business Hours |
2 Hours 24X7X365 |
| All other Phone Issues | N/A | 1 Business Day | 1 Business Day |
| Web-based P1 Issues | 1 Business Day | 1 Business Day | 1 Business Day |
| All other Web Issues | 5 Business Days | 2 Business Days | 1 Business Day |
| Account Management |
Silver | Gold | Platinum |
| Scheduled Status Calls | Every 6 Months | Every 3 Months | |
| Technical Account Manager | * Optional | ||
| Authorized customer support contacts | 1 | 2 | 4 |
Maintenance and Hot Fixes
Standard Maintenance Updates
Zend Provides periodic maintenance updates for all Zend components. This includes but is not limited to:- PHP
- PHP Extensions
- Database driver software and client libraries
- Apache
- MySQL
- Zend Framework
- Bundled applications (phpMyAdmin, etc.)
PHP Security Hot Fixes
Zend provides periodic security hot fixes to customers that have been fixed but not yet released by the PHP maintenance processes.PHP Critical Bug Hot Fixes
Zend provides updates for other serious but non-security bugs fixed by PHP.net but not yet released.Customer Requested PHP Bug Hot Fixes
Customer can request that Zend attempt to expedite a fix for a specific PHP bug that has been reported to the PHP open source team. Zend will make a reasonable commercial effort to fix this problem and deliver it as a hot fix.PHP Version Support Period
Zend will continue to support and provide hot fixes for a PHP minor release (i.e.5.2 or 5.3) for the specified time period after the minor release has been discontinued by PHP.net.Custom Updates/Builds *(optional)
*Optional items are available at extra cost. Contact Zend Sales for pricing and availability.Account Management
Scheduled Status Calls
Zend will schedule periodic status calls to solicit feedback on products and support and to provide information about new product updates. Zend may also ask customers for feedback about potential product enhancements for future releases.Technical Account Manager * (optional)
*Optional items are available at extra cost. Contact Zend Sales for pricing and availability.
Zend Developer (SLA)
Developer Support Scope of Coverage
We support the following types of issues for all components we ship (excluding demos and examples):
- Installation
- Usage
- Configuration
- Problem Diagnosis
- Bug fixes
In addition Zend provides “How to" consulting on:
- Basic PHP programming issues
- Basic Zend Framework programming issues (with Enterprise support only)
- Development best practices
Zend does not support:
- Production application issues
- Wholesale application debugging
- 3rd-party products not shipped by Zend
- Technology and preview features
- Demos and examples
- Code Auditing
- Performance testing on dev / staging servers
Developer Support Subscription Summary:
| Zend Studio |
Zend Developer Solutions | Zend Developer Solutions | |
| Maintenance and Hot Fixes | Basic | Standard | Enterprise |
|---|---|---|---|
| Standard Maintenance Updates | N/A | Quarterly | Quarterly |
| PHP Security Hot fixes | Yes | Yes | |
| PHP Critical Bug Hot Fixes | Yes | Yes | |
| PHP Version Support Period | N/A | 12 Months | 12 Months |
| Support Services | Basic | Standard | Enterprise |
| Forums / Knowledge Base | Yes | Yes | Yes |
| Web Support Tickets | Yes | Yes | Yes |
| Business Hours Phone Support | Yes | Yes | |
| Initial Response Times | Basic | Standard | Enterprise |
| Phone response time - P1 issues |
N/A | N/A |
1 Business Day |
| Phone response time - all other issues | N/A | 2 Business Days | 2 Business Days |
| Web-based P1 Issues | 1 Business Day | 1 Business Day | 1 Business Day |
| All other Web-based issues | 5 Business Days | 2 Business Days | 2 Business Days |
| Consulting Services | Basic | Standard | Enterprise |
| "How to" consulting incidents (4 hrs. maximum per incident) |
None | 2 Incidents for PHP only |
4 Incidents for PHP or Zend Framework |
Maintenance and Hot Fixes
Standard Maintenance Updates
Zend Provides periodic maintenance updates for all Zend components. This includes but is not limited to:- PHP
- PHP Extensions
- Database driver software and client libraries
- Apache
- MySQL
- Zend Framework
- Bundled applications (phpMyAdmin, etc.)
PHP Security Hot Fixes
Zend provides periodic security hot fixes to customers that have been fixed but not yet released by the PHP maintenance processes.
PHP Critical Bug Hot Fixes
Zend provides updates for other serious but non-security bugs fixed by PHP.net but not yet released.
PHP Version Support Period
Zend will continue to support and provide hot fixes for a PHP minor release (i.e.5.2 or 5.3) for the specified time period after the minor release has been discontinued by PHP.net.
Consulting Services
"How to" consulting incidents
Zend will provide consulting on basic programming issues and other general usage issues. Maximum of 4 hours consulting per incident.
