James Sweet:I'm not sure about the PDF document (not something I've heard of before)
Well it's definitely there as a link in the hosting support section. I must say that as a newcomer to Zen, while I hope the service will prove to be good, the quality of the information provided at sign-up is disappointingly poor.
All ISPs and hosting services vary in exactly how their hosting options are set up, what they mean by notionally similar terms, what you need to do to get some web space and its content up and running etc. Some Zen-specific reference material is pretty much essential to migrate a site in smoothly and efficiently. It would be so much better if all of this information was in a single place - a PDF document would be fine by me. While some information is available as you've indicated it's fragmented and incomplete, there are broken links, as I've pointed out etc.
Could I suggest that someone from support actually takes a look at how the information is provided to hosting newcomers - ie pretend that you don't know how to do everything, where to find the key peces of information etc - just put yourself in the place of a newcomer and see what a fragmented experience the hosting support area of the current Zen website provides.