This article outlines the order in which we prioritize our responses and definitions for resolution when requesting support from Zoom.
| Priority | First response time objective | Ticket updates and customer communication objective |
|---|---|---|
| P1 - Urgent | 4 hours | Daily |
| P2 - High | 8 hours | 2 times per week |
| P3 - Medium | N/A, business days only | 1 time per week |
| P4 - Low | N/A, business days only | 1 time per week |
Note: These are business targets as part of the standard operating procedures. There are no commitments to the engagement or duration of an individual Access support ticket.
| Priority | First response time commitment (SLA) | Target Restoration Premier = Objective (SLO) Premier Assurance, Premier+, Premier Elite = Commitment (SLA with Service Credits) | Ticket updates and customer communication objective |
|---|---|---|---|
| P1 - Urgent | 1 hour | 4 hours | Hourly, or as agreed |
| P2 - High | 4 hours | 8 hours | Daily, or as agreed |
| P3 - Medium | Next business day | N/A | 2 times per week |
|
P4 - Low |
Next business day |
N/A |
1 time per week |
Note: Service Level Objectives (SLO) & Service Level Agreements (SLA) are included in the Premier, Premier Assurance and Premier+ terms and conditions. Zoom commits to our engagement of these tickets based on priority.
| Priority | Definition | Resources |
|---|---|---|
| P1 | The Service is “down”, completely unavailable, severely degraded, or there is a critical business impact due to a fault with the network, software or other communication issue with Zoom. No workarounds exist. P1 Urgent issues should be reported via phone. Examples include failures of Zoom’s transmission services, inability for groups of people to perform a function, or unavailable software functions. Excludes development, beta, and non-production impact |
Zoom and the customer 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. This is the default ticket priority. | Zoom will provide reasonable resources during Zoom’s regional business hours to assist in resolving the problem or providing a workaround. |
| P4 | General questions that require information or assistance with service’s capabilities, specific installation or configuration recommendations, and product documentation. Includes development activities, beta software and features. There is no impact on business operations. | Such requests will be handled within Zoom’s regional business hours. |