Zoom Support priority response

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This article outlines Zoom's priority response times and definitions for resolution when requesting support from Zoom.

Note: Accounts with Premier Support have a service-level objective from Zoom for priority response, and accounts with Premier+ Support have a service-level agreement. Learn more about Zoom Premier and Premier+ Support.

Priority response times

Priority Prioritized First Response Time Restore Time
P1 1 hour 4 hours
P2 4 hours 8 hours
P3 24 hours  
P4 24 hours  

Priority response definitions

Priority Definition Resources
P1 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.
P2 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 regional business hours to resolve the situation and additional resources outside of Zoom’s regional business hours as reasonably necessary.
P3 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 regional business hours to assist in resolving the problem or providing a workaround.
P4 Customers require 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 regional business hours.

For additional support, see Contact Zoom Support.

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