Zoom Support priority response
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|
Priority response definitions
|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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