Zend Self-Service Resources
Perforce provides a number of online resources covering many aspects of PHP development, PHP production best practices, and Zend product-related resources. The self-service web resources can be primarily accessed from the Support Center at:
PHP Security Center
See our regularly updated list of known PHP CVEs and find critical information on severity, scope of impact, and mitigation steps.
Online Documentation
View complete, up-to-date documentation, including guides, recorded webcasts, and tutorials covering installation, usage, and more.
Zend Customer Handbook
Access answers to frequently asked questions regarding licenses, support, and other common issues.
How to Contact Zend by Perforce Support
Access Support via the Support Portal
Support Cases are created and managed via the Support Center. To submit Support Cases, please sign in to your account at the Support Center. If you have a Severity 1 Critical Issue, this is the preferred method for requesting immediate support.
Once your Request is submitted, a support engineer will be assigned to investigate your Request. The Support Center allows you to create new Requests, manage correspondence on existing Requests, view all past Requests and drill down into specific Requests to review the communication history and add new information. Companies have the ability to create a single account to be shared by a distribution group of the users or multiple accounts for each individual user.
Access Support via Email
New Support Cases can be submitted by sending an email to support-zend@perforce.com.
To accelerate user identification by the Perforce support representatives, the email should be sent from an email address that matches the address used when registering your Support Center account for the Request to be correctly associated with the account and SLA. You should also provide minimal details related to the issue.
Access Support via the Phone
Zend Professional and Enterprise support levels entitle customers to access Perforce Global Support via the phone when requiring immediate assistance. Leaving a voicemail at this number will generate a Severity 1 Critical case. A support engineer will follow up with you within our SLA via phone.
The support engineer will work with you directly to help resolve the issue or ask for additional information required for further troubleshooting. Access is provided globally via the numbers listed below:
Region | Telephone Number |
|---|---|
| Americas / USA | Toll Free (888) 808-2136 |
| Europe / Germany | +49 (6221) 3521092 |
Communicating With Perforce Global Support
To enable the support representative to better address your reported issue, please make sure to provide the following details when opening a new Support Case:
- Full customer name and company name
- Severity of the problem
- Brief description of the problem
- Email address
- Telephone number for call back if relevant
- Zend product or technology and corresponding versions
- Operating system and version
- Apache/nginx/IIS version
- PHP version
Closing a Support Case
Perforce Global Support will make its best efforts to reach a successful conclusion of a Support Case. A Request will typically be concluded and closed when one of the following conditions is met:
- The customer has confirmed that a Request can be closed.
- The customer has closed the Request via the web interface.
- A fix for the issue is available in a newer version of the product.
- A Feature Request has been documented and escalated to Product Management for consideration for a future release.
- The problem is not related to Perforce products.
- There is no activity in the Support Case for an extended period of time and the customer has been contacted with no response.
- The product is operating in accordance with the supported environments and operation mode.
Service Level Agreements (SLAs)
As a Premium Support Customer, you are entitled to receive a committed level of service and be able to utilize support related resources in accordance with the specific support SLA associated with the product license. Zend SLAs are defined for Production and Development environments, with full product-specific details available via the links below:
For additional details or to receive answers to any questions, please contact your account representative or use the above contact information.
Long-Term Support Policy
Zend Long Term Support (LTS) delivers enterprise support for mission-critical PHP applications using PHP versions no longer supported by the community – including PHP 7.2, PHP 7.3, PHP 7.4, and PHP 8.1. While the community provides comprehensive support for two years after release, followed by two years of security support, Zend PHP LTS offers at least five years of full support beyond a version’s initial release date. This includes:
- PHP upgrades implemented on your schedule
- Automatic security patches and bug fixes for PHP 7.2, PHP 7.3, PHP 7.4, and PHP 8.0
- On-demand, consultative support from a global team of PHP experts
- And more.
For further details, please contact our team or click the button below.
Zend Product Lifecycle
The PHP lifecycle sets an aggressive pace, and Zend is committed to making sure your critical applications stay secure, supported, and compliant. For more information surrounding the lifecycle of specific Zend products, please click the button below or contact us with any questions.