Thanks for the prompt reply Mark. I'm finding it difficult to build an overall picture here, given the piecemeal nature of this, but I'll try to keep raising specific questions.
7.
(a) You're giving me conflicting explanations: you're saying that you
did upgrade Zend, and it didn't work, but you're also telling me that the delay was due to Zend's
website hosting being down, which would be irrelevant if you had already downloaded the upgrade. Which is the case?
(b) If it was the former, please re-answer question 5 (a), as you've only told me the problem without telling me why it took so long to resolve.
(c) If it was the latter - Zend's
website hosting was really down for four days straight?
8. You stated earlier (post 3) that "We dont do any experiments on live servers." Given the potential for problems like this, how come you were upgrading PHP on the live server without having tested said upgrade on another server?
9. In response to your answer to 6 (a) - as I've said, I sympathise with your major server crash, but that happened four days after this ticket was raised. Furthermore, Zend's
website hosting being down does not stop you talking to us. Please, without mentioning the problems with the other server or Zend's
website hosting, explain why we waited three days for a support response.
Finally - I don't think we've had an answer to 4 (c), 5 (b) or 6 (b). Remember that Zend was the problem this time, but we rely on many other components, and this has raised more general concerns for us about your processes.