Zoom Support response times

This article outlines the order in which we prioritize our responses and definitions for resolution when requesting support from Zoom.

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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

 PriorityLevel Prioritized First Response Time
P1Urgent1 hour
P2High4 hours
P3MediumNext business day
P4LowNext business day

Priority response definitions

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.