Support Packages: Silver, Gold and Platinum
In collaboration with customers, partners and the PHP community, Zend identifies updates necessary to ensure the security and other important issues regarding the reliability of your PHP environment is warranted. Zend Core updates can be automatically downloaded to your server using the Zend Network technology. You can rest assured that Zend Core is reliable and always up-to-date. The following table displays the service levels of different support contracts.| Service | Silver | Gold | Platinum |
| Standard Maintenance Updates | Quarterly | Quarterly | Quarterly |
| PHP Security Hot Fixes | Yes | Yes | Yes |
| PHP Critical Bug Hot Fixes | No | Yes | Yes |
| Customer Requested PHP Bug Hot Fixes | No | No | Yes |
| PHP Version Support Period | N/A | 12 Months | 18 Months |
| Web Support Tickets | Yes | Yes | Yes |
| Phone Support Tickets | No | Yes | Yes |
| Phone Response Time (P1) | N/A | 6 Business Hours | 2 Hours 24/7/365 |
| Web-Based Issues (P1) | 1 Business Day | 1 Business Day | 1 Business Day |
| All Other Phone Issues | N/A | 1 Business Day | 1 Business Day |
| Price per processor-core per year |
€ 125 |
€ 250 | € 375 |
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.
Critical Bug 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
Customers with a Platinum Support Contract 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.
Standard Maintenance Updates
Zend Provides periodic maintenance updates for all Zend components.