Zoom Support response times
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This article outlines the order in which we prioritize our responses and definitions for resolution when requesting support from Zoom.
Accounts with Premier Support have a service-level objective from Zoom for priority response, and accounts with Premier+ or Premier Elite Support have a service-level agreement. For more details on your Premier, Premier+, or Premier Elite contract, contact your Technical Account Manager.
Priority response times
| Priority | Prioritized First Response Time |
|---|---|
| P1 | 1 hour |
| P2 | 4 hours |
| P3 | Next business day |
| P4 | Next business day |
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. |
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