ZendPHP Support Service Level Agreement

EDITION	ZENDPHP BRONZE	ZENDPHP SILVER	ZENDPHP GOLD
Support Hours
Security Patches (LTS) Web Support
Knowledgebase
Email / Web Support
Offline Diagnosis
Phone Support
Remote Diagnosis
PHP Runtime/Engine Customer Requested Fixes
Pl Initial Response Time	1 Business Day	4 Business Hours	2 Hours, 24X7X365
P2 Initial Response Time	2 Business Days	1 Business Day	1 Business Day
P3+ Initial Response Time	5 Business Days	2 Business Days	1 Business Day

Business days and hours are Mon. – Fri. 8AM – 6PM EST in North America and CET in EMEA.

Service Levels

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 Service Level Agreement (SLA) associated with the product license. Zend SLAs are defined for Production and Development environments. 

Our goal is to help businesses drive success and deliver faster innovation by getting the most out of their investment in PHP and Zend solutions. The Service Level Agreement reflects our client-focused commitment to Perforce customers.                                                                           
 

Zend Production Service Level Agreement                                                                                    
 

	SMALL BUSINESS	PROFESSIONAL	ENTERPRISE
Support Hours	Business Hours	Business Hours	24x7x365
Online Support Requests
Online Documentation and Knowledgebase
Phone Support
PHP Stack Support
PHP Security Hot Fixes
PHP Critical Hot Fixes
PHP Runtime/Engine Custom Fixes
PHP Long-Term Support
Full PHP Stack Support (LAMP)		only through Full Stack License	only through Full Stack License
Urgent Phone Response Time		6 Business Hours	2 Hours, 24x7x36
Urgent Web Response Time	2 Business Days	1 Business Day	1 Business Day
High/Normal/Low Response Time	2 Business Days	2 Business Days	1 Business Day

Business days and hours are Mon. – Fri. 8AM – 6PM EST in North America and CET in EMEA.

Zend Developer Service Level Agreement  
 

	STANDARD	ENTERPRISE
Support Hours	Business Hours	Business Hours
Online Support Requests
Online Documentation and Knowledgebase
Phone Support
PHP Stack Support
PHP Security Hot Fixes
PHP Critical Hot Fixes
PHP Runtime/Engine Custom Fixes
Urgent Phone Response Time		1 Business Day
Urgent Web Response Time	2 Business Days	1 Business Day
High/Normal/Low Response Time	3 Business Days	1 Business Day

Business days and hours are Mon. – Fri. 8AM – 6PM EST in North America and CET in EMEA.

Zend Developer Service Level Agreement 
 

Scope Of Coverage

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 (i.e. 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 generally outside the scope of this SLA.

The following types of issues are not covered by the SLA:

• 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

Php Security And Critical Bug Hot Fixes

Perforce provides security hot fixes for vulnerabilities qualified by Perforce with high severity. Some of these issues may have been fixed but not yet released by the PHP open source maintenance processes. Other issues are newly discovered security vulnerabilities that are not intended to be fixed in the open source PHP distribution. High severity security issues are in general remotely exploitab le security vulnerabilities that pose a threat to the application execution or compromise its data. Local exploits are typically not considered severe threats. Perforce may make exceptions to the extended support duration and scope in cases where certain conflicts or dependencies on external unsupported components arise.

Perforce also provides periodic maintenance updates for all Zend Server components and ZendPHP Enterprise packages, including:

• PHP Runtime and PHP Extensions
• Database driver software and client libraries
• Apache (on Windows)
• ZendDBi (on IBM i)

In addition, Perforce may release a hot fix that fixes a defect in the product in the form of an executable file, repository update or a patch to a specific user.

Custom Fixes

Zend Enterprise SLA customers can request that Perforce expedite a fix for a specific PHP bug or security vulnerability that may have been reported to the PHP community or newly identified. Perforce will make a commercially reasonable effort to fix this problem and deliver it as a hot fix.

Full Php Stack Support

The Zend Full Stack program provides full support for your web application stack. The Full Stack SLA delivers expert-level guidance, architectural advice and technical support. Support for the application stack includes Zend Server or ZendPHP Enterprise, the web server, database, and operating system. It is provided by our team of enterprise architects available to fix performance issues, production outages, and security vulnerabilities with guaranteed SLA.

With Zend Full Stack customers can ensure the availability and the performance of their PHP stack for long periods, at least five years without the need to upgrade or migrate:

• Fast root cause identification, across the entire PHP stack, ranging from configuration issues to functional failures.
• Direct access to enterprise architects.
• Support for the following types of issues: installation, usage, problem diagnosis, configuration and upgrades.

The Full PHP Stack Enterprise support is available only on the following setups:

• Operating system: CentOS, Ubuntu
• Web server: Nginx, Apache - Running on any OS
• Database: MySQL, MariaDB, PostgreSQL, MongoDB - Running on any OS
• PHP: based on Zend Server and ZendPHP Enterprise offering

Closing A Support Request

Perforce Global 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 of time and the customer has been contacted with no response.
• The product is operating in accordance with the supported environments and operation mode

Contacting Zend Support

Access Support Via The Web

Support Requests are created and managed via the Support Center. To submit Support Requests, please sign in to your account at the Support Center. 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 Requests 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. A call center representative will work with the caller to collect basic technical details regarding the reported issue. The call center representative will then identify an appropriate support engineer based on the product and type of Request, and then transfer the Request to the assigned engineer’s responsibility. The engineer will work with the customer directly to help resolve the issue or ask for additional information required for further troubleshooting. Access is provided globally via the numbers listed below:

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 Request:

• 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

Long-Term Support Policy

Zend Server Long-term Support Policy

The typical Zend Server release has the active life cycle of 12 months, starting from the General Availability (GA) date. During this time the released version is actively maintained – the technical teams address bugs and feature improvements; online resources are kept compliant; sales and licensing workflows are being maintained and updated. After these initial 12 months, the release enters the End of Maintenance (EoM) state. During EoM, the released version is still available and supported, but hotfixes are limited to critical security vulnerabilities. Also, the online infrastructure and internal procedures are not tested for compliance with EoM releases. After 12 months in E oM, i.e. 24 months after GA, the release enters the End of Life (EoL) state.

Regular Zend Server release:

Certain versions of Zend Server are designated as Long-Term Support (LTS) releases. Such releases have a significantly longer “active” life cycle – at least 3 years (36 months) before they enter the End of Maintenance state. The decision about defining an LTS release is normally taken even before the General Availability of such release. The duration of the End of Maintenance state is usually also twice as long as in regular Zend Server releases.

Zend Server LTS release:

Php Long-term Support Policy

The PHP community typically supports each minor version of PHP (e.g., PHP 7.1 or 7.4) for three years. In the first two years, bugs and security issues that have been reported are fixed and are released in regular point releases. After the two years' period of active support, each PHP version is then supported for an additional year for critical security issues only. Releases during this period are made on an as- needed basis: there may be multiple point releases, or none, depending on the number of reports. Once the three years of support are completed, the branch reaches its end of life and is no longer supported.

Community PHP:

Often, the Zend product team recognizes the demand for a longer life cycle of certain minor versions of PHP. Such versions become part of the PHP Long-Term Support (LTS) program – this program is the integral part of Zend Server and ZendPHP Enterprise offering. PHP versions within LTS will be maintained and supported by Perforce for at least two more years after the community version has reached end of life. This increases the total life cycle to at least 5 years. During this whole period the LTS versions will be fully maintained and supported, i.e. the updates are not limited to critical security patches.

Zend Server / ZendPHP Enterprise:

More details are available online – PHP Long-Term Support.

Zend Products’ Life Cycle

This table shows the life cycle stages of current Zend Server releases:

• General Availability (GA) is the date on which a Zend Server version is first made available for sale and general distribution.
• End of Maintenance (EoM) is the date on which a Zend Server version is no longer eligible for any Maintenance Services. After this date Support services are rendered on “best effort” basis.
• End of Life (EoL) is the date on which all maintenance and all support for a Zend Server version is terminated.

Full up-to-date table is available online – Zend Server Life Cycle.

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