4.
(a) What was the root cause of the problem?
(b) How did it come to happen on a live server?
(c) What are you doing to ensure it never happens again?
Ans :- PHP version was upgraded on the server and zend was also needed to be upgraded. Zend was upgraded on receipt of your ticket but but php.ini was not able to recognize path for zend exe and thats where things got messed up.
5.
(a) Why did it take so long to resolve? You've explained that the problem was repeatedly escalated, but a major component being non-functional should be assigned a sufficiently high priority that said escalation should happen within minutes rather than days.
(b) What guarantees can you give us about future resolution of issues like this?
Ans :- Zend download
website hosting for new releases goes down many times and it happened with our windows system admins couple of time. I have suggested them to keep all the updates on our server as this should not repeat again. We wont upgrade php version in future without downloading zend updates as this problem is a good example for us.
6.
(a) Why did we not get responses from support? You've said you "agree" that it was a problem, and you've said that each person who looked at it escalated it, but to me neither of those are an explanation as to why we waited so long.
(b) What guarantees can you give us about future support response times?
Ans :- Such problems never occur with our service but the problems with zend download
website hosting and then the problem started with our other windows server got this ticket on the bottom of more than 100 support tickets. We managed to make proper utilization of our resources in that phase but the phase was tough for anyone to go through and we managed to come out of it with some harsh experience.