Production Service Level Agreement

 

Edition


Small Business

 


Professional

 


Enterprise

 
Support via... Web Ticket Phone (business hours) Phone (24X7X365)
P1 response time 2 business days 6 business hours 2 hours

Security hotfixes
PHP support
Zend Framework and Apigility support
Zend Server Plus with full stack support   Zend Server Plus only Zend Server Plus only
Long Term Support (LTS)  

Custom PHP & ZF bug fixes

    

 

  • P1 (Priority 1) Cases are incidents in which Zend products are unusable resulting in total disruption of critical business processes.
  • Customers can request that Zend expedite a fix for a specific PHP or Zend Framework bug that has been reported to the PHP or Zend Framework communities. Zend will make a commercially reasonable effort to fix this problem and deliver it as a hot fix.
  • 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.

Production Support Scope of Coverage

Zend provides support for the following types of issues for all components shipped in Zend Server including the PHP runtime and Zend Framework:

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

The following types of issues are not covered:

  • Code development
  • Code auditing
  • Hardware or Operating System configuration
  • Network design and configuration
  • Security rules and policies
  • Demos and examples
 

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 extension functional bugs.