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Zend Developer Support Service Level Agreement
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" assistance with:
- Development best practices (Standard or Enterprise support)
- Basic PHP programming issues (Standard or Enterprise support)
- Basic Zend Framework programming issues (Enterprise support only)
"How to" engagements are limited to a maximum of 4 hours per incident.
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:
| Maintenance and Hot Fixes | Basic | Standard | Enterprise |
|---|---|---|---|
| Standard Maintenance Updates | All minor updates in perpetuity | All major and minor updates during subscription term | All major and minor updates during subscription term |
| PHP Security Hot fixes | Yes | Yes | Yes |
| PHP Critical Bug Hot Fixes | – | Yes | Yes |
| PHP Version Support Period | – | 12 Months | 12 Months |
| Support Services | Basic | Standard | Enterprise |
| Forums / Knowledge Base | Yes | Yes | Yes |
| Web Support Tickets | – | Yes | Yes |
| Business Hours Phone Support | – | Yes | Yes |
| Initial Response Times | Basic | Standard | Enterprise |
| Phone response time - P1 issues |
– | – |
1 Business Day |
| Phone response time - all other issues | – | 2 Business Days | 2 Business Days |
| Web-based P1 Issues | – | 1 Business Day | 1 Business Day |
| All other Web-based issues | – | 2 Business Days | 2 Business Days |
| Developer Assistance | Basic | Standard | Enterprise |
| "How to" engagements (max 4 hrs per incident) |
– | 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.
For more information, contact Zend sales.
