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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 Plans and Contact Options
Learn more about the best methods for reaching us when you still have questions and our Premier and Premier + support packages - 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 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.
| Access | Premier | Premier+ | |
| Global 24×7 Help Center Access | All Members + Admins, all accounts types | All Members + Admins | All Members + Admins |
| Self Service & Chat Bot | All Members + Admins, all account types | All Members + Admins | All Members + Admins |
| Frontline Tier 1 (Chat, Ticket) | Licensed Members + Licensed Admins | Licensed Members | Licensed Members |
| Frontline Tier 1 (Phone) | Licensed Admins* | Licensed Members | Licensed Members |
| Priority Response | Included** | Included** | |
| Direct Tier 2 (Chat, Ticket, and Phone) | Licensed Admins | Licensed 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.
| Country | Phone 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 |
| Brazil | 0800.761.2618 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 |
| India | 000.800.050.2040 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+
| Priority | Prioritized First Response Time | Restore Time |
| P1 | 1 hour | 4 hours |
| P2 | 4 hours | 8 hours |
| P3 | 24 hours | |
| P4 | 24 hours |
Priority 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. |