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.
Subscription Summary
All Product Subscriptions include: A Product License and Silver Level Support
| Features |
Silver |
Gold |
Platinum |
New Product Release and Updates
|
 |
|
|
PHP Maintenance Releases
|
|
|
|
Web-based Support
|
|
|
|
Technical Phone Support
|
No
|
Business Hours
Six-hour Response |
Business Hours
Two-hour Response
|
| Web Response time |
48 hours
|
24 hours |
24 hours |
All times stated are for availability of an update after the problem is diagnosed and a fix is provided in the PHP code base.
New Product Releases and Updates
All Zend Product Support Subscription customers have access to new releases (product version upgrades) and new product upgrades (maintenance and patches) for their product subscription. If you already have a subscription, you will be notified by e-mail when you approach the end of your subscription along with
renewal information.
PHP Maintenance Releases
Zend will provide PHP maintenance releases and updates (for example 5.2.3 to 5.2.4) to all subscription customers. PHP Maintenance releases are backward compatible and contain all security and bug fixes in addition to small changes to the PHP code base.
Web-based and Technical Phone Support
Support for unlimited ticket requests and technical phone support during coverage hours specified above. Response times and availability vary by geography and subscription level.
For additional questions regarding Product Support Subscriptions, please contact your
Zend sales representative.
