Zend Production Server Service Level Agreement for IBM i

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

We do not support the following types of issues:

• Code development
• Code Auditing
• Hardware or Operating System configuration
• Network design
• Implementation and development of security rules and policies
• Technology and preview features
• Demos and examples

Zend Support offers a range of 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 partners with IBM to provide an initial free year of Zend Silver Support on Zend Server CE for IBM i. After this year, support renewals must be on Zend Server for IBM i with either Gold or Platinum Support.

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.

* For information on support for older products like Zend Core and Zend Platform for i5/OS, please contact Zend Sales.

Production Server Solutions Support - Subscription Summary:

	Zend Server CE for IBM i	Zend Server for IBM i	Zend Server for IBM i
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)

A named support person that is familiar with the customer’s account.  This person will act as the designated point of contact within the company for issues that need escalation.  . This person is available during normal business hours and is NOT on call for customer issues.
*Optional items are available at extra cost.  Contact Zend Sales for pricing and availability.

For more information Contact Zend Sales.