Zend Server - Next Generation Web Application Server
Zend Server’s built-in optimization capabilities ensure your PHP applications are delivering top performance and serving more end-users while minimizing resource utilization. And, when you run into problems, Zend Server’s application monitoring and diagnostic capabilities enable you to quickly detect, isolate and resolve any failures or performance bottlenecks. As a Zend Server user you will receive comprehensive technical support, software updates, hot fixes, and security patches.
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
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 Core, Zend Platform) | Production Server Solutions (Zend Core, Zend Platform) | Production Server Solutions (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
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