Zend Developer Support
Service Level Agreement

	Basic	Standard	Enterprise
Support Hours	None	Business Hours	Business Hours
Phone Support
Web Support
Forums/Knowledgebase
Extended PHP Version Support		12 Months	18 Months
Number of Cases	N/A	Unlimited	Unlimited
PHP Security Hot Fixes
PHP Critical Hot Fixes
Remote Diagnosis
PHP Development "How To" Questions		2 Cases	2 Cases
Zend Framework "How To" Questions			2 Cases
P1 Initial Response Time	None	2 Business Days	1 Business Day
P2 Initial Response Time	None	3 Business Days	1 Business Day
P3-P5 Initial Response Time	None	5 Business Days	2 Business Days

• Extended PHP Version Support Periods - 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.
• Business Hours are Mon. – Fri. 8AM – 6PM EST in North America and CET in EMEA.

Developer Support Scope of Coverage

Zend provides support for the following types of issues for all components we ship including the PHP runtime in Zend Server:

• Installation
• Usage
• Problem Diagnosis
• Configuration
• Product Defects
• Upgrade

The following types of issues are not covered:

• Production application issues
• Code development and auditing
• 3rd-party components not shipped by Zend
• Performance testing, application debugging and analysis
• Security rules and policies
• Demos and examples

"How to" Questions

Zend provides assistance answering "How to" questions covering:

• Development best practices (Standard or Enterprise support)
• Basic PHP programming issues (Standard or Enterprise support)
• Basic Zend Framework programming issues (Enterprise support only)

Standard Maintenance Updates

Zend provides periodic maintenance updates for all Zend components. This includes but is not limited to:

• PHP Runtime and PHP Extensions
• Database driver software and client libraries
• Apache
• MySQL
• Zend Framework
• Bundled applications (phpMyAdmin, etc.)

PHP Security and Critical Bug Hot Fixes

Zend provides periodic security hot fixes to customers. Some of these issues may have been fixed but not yet released by the PHP maintenance processes while other are newly discovered security vulnerabilities. Zend may also provide updates addressing serious PHP runtime or extensions functional bugs.