Zend Customer Handbook

Zend provides various levels of support, matching your business requirements. There are 3 main levels – Bronze, Silver, and Gold, which can vary by ways of communication, different type of support features, timely responses, and service after hours. There are different specifications for Development and Production support.

Please see more information here:

• ZendPHP SLA
• Zend Server Production SLA
• Zend Server Production SLA (IBM)
• Zend Server Development SLA

Zend offers support services via the community portal, email, and phone support (according to SLA terms). We recommend using the community portal to create support cases, since those provide us with the most background information that we will use to quickly handle your case.

Community Portal

The Community Portal is utilized to search, review and comment on cases with the Zend Support Team.

Email

Send an email to support-zend@perforce.com.

A few tips for opening a support case via direct Email:

Although the support portal is the best and recommended way to create and manage your support cases, sending a direct Email to the support address can be no less effective for us to begin working on your issue, given that we have enough information to work with. That includes, besides the problem description or question, the items below:

1. Zend Product version (and PHP version if applicable).
2. Operating system name and version.
3. How critical the issue is for you, or you can use our standard Severity definitions:
   1. P1 – Blocker
   2. P2 – Critical
   3. P3 – Major
   4. P4 – Minor
4. If you are not associated with the company account in our system, or have not filed a support case before, please specify your Zend account number and company name.
5. If you need to be called back on the issue for any reason (P1 / P2, leaving your post, on a weekend / holiday, need to call someone on the server farm etc.) – please make sure you add a phone number where you can be reached (we usually use the phone in your contact information or your signature).
6. For Zend Server reports which require instance analysis, we usually need the Support Tool dump from Zend Server affected machine(s). For a cluster environment, you only need to create a support tool dump on one of the nodes, affected by an issue or the one you access for the Admin UI. After you generate the support tool archive, please attach it to your email.

Phone

Zend Support can be reached out via Phone call, which is the best option in case you have a P1 issue in Production, which requires our immediate attention to start working on for quick resolution on your Zend installations. The phone numbers to access our Premium support globally are listed on the Premium Technical Support page that was emailed to our premium customers (Enterprise SLA and up) in their initial welcome letter.

We recommend creating a preliminary support case before calling, using the support portal or by sending an email as above, and reference the new case ID when calling the premium support number, so we can have someone on the case without delays.

If you are eligible for phone support but do not have the welcome letter / call numbers at your disposal, please request the information in your next contact with Zend Support or your Zend Account Manager.

Severity Level 1 – Blocker

The issue causes a production application to stop, crash or cease to function. Work cannot reasonably continue; the application is mission critical to the business and the situation is an emergency requiring immediate attention towards resolution.

Severity Level 2 – Critical

The issue severely restricts the functionality of Product within a production application, but the production application can continue to run/operate. Severity Level 2 issue render Product completely unusable in pre-production development efforts.

Severity Level 3 – Major

The issue restricts the functionality of Product within a production application and/or impedes pre-production development efforts. Severity Level 3 issue include a degradation of reliability or performance or limited access to a non-critical function of Product. Severity Level 3 issues include those for which a workaround had been provided, but for which a permanent improvement is still necessary.

Severity Level 4 – Minor

The issue does not significantly restrict the functionality of Product within a production application and/or has only a minor impact on pre-production development efforts. Requested performance or usability enhancements will also be considered Severity Level 4 issue, but will be provided at Zend Support’s discretion.

The Community Portal is utilized to view and comment on cases with the Zend Support Team.

Zend support engineers are on duty 24x7x365 for premium phone support. Zend Support has staff in offices around the globe (US and EMEA time zones), effectively between 9am to 6pm.

Zend support engineers are on duty 24x7x365 for premium support calls – see the welcome letter for P1 issues in production, covered in the Enterprise / Gold SLAs.
Cases created in after-hours / weekends might be answered by our support team if available on other tasks, but we cannot guarantee any response to regular SLAs outside of office hours.

If you are concerned about how your case is being handled or need to expedite a critical issue, please ask your Support Engineer to escalate the case, or contact your Account Executive.

Zend Support will make its best efforts to reach a successful conclusion of a Support Request. 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.
• An Enhancement 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 Request for an extended period and the customer has been contacted with no response.
• The product is operating in accordance with the supported environments and operation mode.

Perforce provides support for the following types of issues for all components shipped in Zend products:

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

For product defects in 3rd party components (e.g., components not developed by Perforce) that are shipped with Zend products, Perforce will make commercially reasonable effort to find and fix the issue, but such defects are outside the scope of this SLA.

The SLA does not cover the following types of issues:

• Code development and auditing
• 3rd party components not shipped by Perforce
• Network design and configuration
• Security rules and policies
• Demos, examples, and sample applications
• Performance testing, application debugging and analysis
• Production application issues

Zend provides all product downloads on the zend.com website:
https://www.zend.com/downloads

Zend active product licenses and subscriptions are listed in the Community Portal under the Entitlements tab. For any old (expired) license information you wish to review, you can reach out to Zend Support or your Zend Account Manager, and we will look the information up for you.

Zend supports periodic updates for Zend Server including PHP, ZendPHP, as well as BugFix releases (minor) and Major releases (new versions of the products, introducing new features and changed behavior of components). We also support PHP releases beyond the community editions, called LTS versions (Long Term Support), with backported patches coming from streamlined PHP versions and security patches according to global CVE reports.

See product Lifecycle for Zend Server and ZendPHP here:
https://library.roguewave.com/display/SUPPORT/Rogue+Wave+Product+Lifecycle#RogueWaveProductLifecycle-ZendServer

See LTS PHP details and contact us for more info:
https://www.zend.com/services/php-long-term-support

Zend PHP, Laminas (Zend Framework) and other certifications are available on our Training page. PHP certification can be purchased as a pair of an exam voucher and study guide, which you can download to prepare for the certification exam on one of our approved facilities.

Zend Professional Services – We have an evolving set of PHP and Laminas classes, which are taught by our Professional Services team. Contact your Zend Account Manager to explore the options that work best for you and your team.

For more information and training options, please visit the section in our website:
https://www.zend.com/training

Zend has several online resources you can check, to get familiar with our products, review common problems and solutions, and read how-to articles and data sheets, which can help you accelerate your usage and benefit more from our products.

Zend Knowledge Base

Zend KB is your first stop for advanced problem solving and ‘how to’ questions. We are always updating it. Checking the KB before opening a new case may result in a faster resolution of your problems. Check our KB articles here: https://library.roguewave.com/display/SUPPORT/Zend+-+Knowledgebase

Zend Blog

In our Zend blog you can find monthly articles about emerging features and technologies around Zend products, tips and usage of PHP in the Cloud and DevOps environments. Check our blog articles here: https://www.zend.com/blog

Zend Online Documentation

Who reads the manual anyway? Actually – a lot of our customers do, and it is an invaluable tool to get hands on product information. We have online documentation for all our products, with everything from System Requirements to Installation to Usage to Tasks to APIs – all is there.
Browser our Documentation site for your specific product here: https://help.zend.com

Zend Professional Services

We have an exceptional group of Zend consultants and system architects, which takes our customers beyond regular Support services by providing next level consultancy, from PHP code audits, PHP version migrations, to building complex, cross platform PHP applications using Zend products and modern technologies, databases, cloud, and orchestration.

Find out more on our Services pages: https://www.zend.com/services

OpenLogic – over 400 OSS technologies, supported!

Sometimes your problem will be traced to issues with software that is not under the control of Zend (e.g., open-source software, networking, OS (Operating System)). OpenLogic is a Perforce company that provides support for open-source software. Contact your CSM (Customer Success Manager) or Sales to see if OpenLogic can help you with non-Zend problems. More on https://www.openlogic.com