Zoom technical support Guidelines

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

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 Plans and 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. Reach out to your Zoom Account Manager to discuss your current support plan and options. 

 AccessPremierPremier+
Global 24×7 Help Center AccessAll Members + Admins, all accounts typesAll Members + AdminsAll Members + Admins
Self Service & Chat BotAll Members + Admins, all account typesAll Members + AdminsAll Members + Admins
Frontline Tier 1 (Chat, Ticket)Licensed Members + Licensed AdminsLicensed MembersLicensed Members
Frontline Tier 1 (Phone)Licensed Admins*Licensed MembersLicensed Members
Priority Response Included**Included**
Direct Tier 2 (Chat, Ticket, and Phone) Licensed AdminsLicensed Admins
Automated Escalation  Included
Technical Account Manager  Included

*Access phone support is currently available only for Business, Enterprise and Education customers.
**Read more about priority response times

Contacting Support

Community

Available 24×7 to all Zoom users, the Zoom Community is a place to ask questions, find solutions, and collaborate with peers. Login with your Zoom account credentials and start engaging today.

Billing Support

For help regarding any billing questions, contact Zoom Billing Support.  

Social Media

Follow all the latest Zoom news, tips, and tricks via your favorite Social Media Channels

Bolt, our chatbot

Access our virtual assistant Bolt, the chatbot to receive help with our most common questions. When questions are too complex for Bolt to answer, paid account users may continue on to a live chat support agent for 24×7 assistance. Access our chatbot from the right side of any page on the Zoom Help Center.

Web Ticket

For fast help, Zoom users may create a web ticket describing your question or issue in detail and our technical experts will resolve the issue and respond to you quickly. Submit your web ticket here: Web Ticket Request.

Phone

Licensed owners and administrators of Business, Education, Enterprise or API accounts can report support requests to Zoom via phone. Licensed members on accounts with Premier and Premier+ can also report support requests to Zoom via Phone. 
Note: Please have your Personal Meeting ID and host key ready when reaching Zoom support via phone.

CountryPhone number
United States+1.888.799.9666 ext 2
Australia+61.1800.768.027 ext 2
Austria+43.3162 31266 ext 2 or +43.800802079 ext 2
Brazil0800.761.2618 ext 2
France+33.800.94.64.64 ext 2
Germany+49.30.80098621 ext 2 or +49 0800.0010429 ext 2
Hong Kong+852.3002.3757
India000.800.050.2040 ext 2
Italy+39 07611811003 ext 2
Japan+81 120427732 or +81 0053.132.0070 ext 2
Malaysia+60.1800.81.9551 ext 2
Mexico+52 3319304373 ext 2
New Zealand+64.800.475.039 ext 2
Singapore+65.800.321.1249 ext 2
Spain+34 932207485 ext 2
Switzerland+41.31.5607204 ext 2 or +41.0800117799 ext 2
United Kingdom+44.800.368.7314 ext 2 or +44.20.7039.8961 ext 2

Please note when calling: Long distance and toll rates may apply

Priority response

Priority response for Licensed Admins on Accounts with Premier or Premier+

PriorityPrioritized First Response TimeRestore Time
P11 hour4 hours
P24 hours8 hours
P324 hours 
P424 hours 

 

Priority definitions

PriorityDefinitionResources
P1The 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.
P2Significant 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.
P3General 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.
P4Customers 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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