Zoom Support Guidelines
We understand how important Zoom products are for keeping you connected at work, school, and in your personal life. In light of the recent COVID-19 pandemic, Zoom remains committed to providing the best possible customer experience.
To help maximize your experience, the Zoom Support Team has outlined the following guidelines to ensure your questions are answered in a consistent, timely manner.
In this article, you will find the following resources:
- Zoom Support Help Center overview
Navigate your self-service experience quickly and efficiently
- Zoom Support Team Contact Options
Learn more about the best methods for reaching us when you still have questions
- Service Levels Explained
Understand how we ensure the most critical issues are addressed to get you back up and running with Zoom ASAP
Zoom Support Help Center overview
The Zoom Help Center is your first stop for accessing all our best tips and tricks as well as answers to your most pressing questions. Access the Zoom Help Center any time day or night at support.zoom.us.
Here’s a tour of what you will find our our Help Center:
Zoom Support Team Contact Options
When you have questions that our Zoom Help Center can’t solve, there are several options to get additional support from Zoom technical experts.
Free Account Users
If you are leveraging our basic free account, we offer unrestricted access to our online resources including: video tutorials, knowledge base, and user guides.
Paid Account Users
All licensed, paid account users receive full web support including access to our video library, knowledge base, and user guides. Additionally, Zoom account owners/administrators may leverage web case support.
Licensed owners/administrators of Zoom Business, Education, Enterprise, and API accounts, we offer web case, and phone support as options.
All accounts may leverage Zoom’s self-service resources for reporting abusive behavior, billing discrepancies, and accessing our sales team.
Follow all the latest Zoom news, tips, and tricks via your favorite Social Media Channels
For fast help, licensed users of Pro accounts may create a web case describing your question or issue in detail and our technical experts will resolve the issue and respond to you quickly. Submit your web case here: Online Web Case.
Licensed owners and administrators of Business, Education, Enterprise or API accounts can report support requests to Zoom via phone at +1.833.966.6468 ext 2.
Note: Please have your Personal Meeting ID and host key ready when reaching Zoom support via phone.
For any Zoom for Government support inquiries, please note our support hours are M-F 8:00 AM – 8:00 PM Eastern Time.
Service Levels and Priorities
To ensure proper expectations are set when submitting a case to Zoom’s technical support team, we prioritize issues based on the following criteria:
Priority 1 - Urgent
The service is “down,” operation of the service is severely degraded, or there is a critical impact to the service due to a fault with the network or other software issue. No workarounds. Examples include failures of Zoom’s transmission services or software functions. Zoom will provide necessary resources around the clock to resolve this situation.
Priority 2 - High
Significant aspects of the service are negatively affected by inadequate performance of the network or other software issues. Partial or no workarounds. Zoom will provide resources during Zoom’s normal business hours to resolve the situation and additional resources outside of Zoom’s normal business hours as reasonably necessary.
Priority 3 - Normal
General issues related to a feature or a set of features. Operational performance of the service is not impaired. Zoom will provide reasonable resources during Zoom’s normal business hours to assist in resolving the problem or providing a workaround.
Priority 4 – Low
Informational or Feature Change Request: Customer requires information or assistance with service’s capabilities, installation or configuration and there is little to no effect on its business operations. Included are requests for information, assistance, features, alpha/beta and others. Such requests will be handled within Zoom's normal business hours.
Target response times
Target response time for a support ticket will be the time (a) commencing when Zoom receives a proper support ticket from customer and (b) ending when customer receives notification that the support ticket has been logged.
Owners and Administrators of Pro, Business, Education, Enterprise, and API plans, here are initial target response times for each priority level:
Priority 1 - Urgent: 1 Hour
Priority 2 - High: 4 Hour
Priority 3 - Normal: 24 Hours
Priority 4 - Low: 24 Hours