Escalating your support cases

Account owners and admins are able to escalate their own cases. The following situations are common reasons to escalate a support case:

• Critical account failure
• Delayed support case responses
• Large time zone difference between the agent working on a case and the customer

Requirements for escalating support cases

• One of the following:
  • Licensed account owner, admin, or custom role on an account with Premier support
  • Licensed account owner, admin, or custom role on a Business Plus, Enterprise, Enterprise Plus, or Education account
• Support case request type is either Technical Support or Billing and Account Management
  Note: You cannot escalate Zoom Phone Number Porting or Renewals and Contract Management cases.
• To escalate technical support cases:
  • Escalation is available based on priority guidelines after the first response time has passed
• To escalate billing and account management support cases:
  • 24 hours since the case was submitted
  • 24 hours since the case's last escalation was rejected

How to escalate support cases

1. In the top-right corner of the Zoom Support site, click Sign In.
2. After signing in, in the top-right corner, click My Account then Support Dashboard.
3. Under My Requests, click the subject of the desired support case to open it.
4. To the right of the case subject, click Escalate.
   You will be redirected to the Escalate a Case form.
   Note: If the Escalate option is grayed out, you are unable to escalate the case. Review the requirements for case escalation.
5. On the case escalation form, choose an escalation reason and enter details.
6. Click Submit.
   You will be redirected to the case and a green notification banner will appear at the top of the page, confirming the escalation has been requested.