Zend Developer Support Service Level Agreement

 

Edition


Standard

 


Enterprise

 

Support Hours Business Hours Business Hours
Phone Support

Web Support

Forums/Knowledgebase
Extended PHP Version Support
Number of Cases Unlimited Unlimited

PHP Security Hot Fixes

PHP Critical Hot Fixes
Remote Diagnosis
P1 Initial Response Time 2 Business Days 1 Business Days
P2 Initial Response Time 3 Business Days 1 Business Days
P3-P5 Initial Response Time 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:

 

The following types of issues are not covered:

 

Standard Maintenance Updates

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

 

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.