Zoom Support Guidelines
We know how important Zoom products are for keeping you connected at work, school, and at home. Despite the recent COVID-19 pandemic, Zoom continues to provide the best customer experience possible.
To ensure you receive consistent, timely answers to your questions, the Zoom Support Team has outlined the following guidelines.
The following resources are provided in this article:
- Overview of Zoom Support Help Center
Manage your self-service experience efficiently - Zoom Support Plans and Contact Options
Learn more about our Premier and Premier + support packages and how to contact us if you still have questions - Service Levels Explained
Discover how we ensure the most urgent issues are addressed so you can get back to using Zoom quickly
Zoom Support Plans and Contact Options
For questions that our Zoom Help Center cannot answer, you can get additional support from Zoom technical experts. To discuss your current support plan and options, contact your Zoom Account Manager.
| 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) | Admins + Licensed Members | 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 to Business, Enterprise, and Education customers.
**Read more about priority response times
Contacting Support
Community
You can ask questions, find solutions, and collaborate with peers in the Zoom Community, which is available 24×7 for all Zoom users. Please log in with your Zoom credentials to get started.
Billing Support
Contact Zoom Billing Support if you have any billing questions.
Social Media
Follow Zoom on your favorite social media channels to stay on top of all the latest news, tips, and tricks
Bolt, our chatbot
For help with our most common questions, you can chat with Bolt, our virtual assistant. Users with paid accounts can contact a live chat support agent for 24×7 assistance when questions are too complex for Bolt. On any Zoom Help Center page, you can access our chatbot on the right side.
Web Ticket
Our technical experts will resolve your issue and respond to you as quickly as possible if you create a web ticket describing your question or issue in detail. Visit our Web Ticket Request page for more information.
Phone
You can contact Zoom by phone if you are the owner or administrator of a Business, Education, Enterprise, or API account. Licensed Zoom members with Premier and Premier+ accounts can also report support issues by phone.
When contacting Zoom support via phone, please have your Personal Meeting ID and host key handy.
| 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. |
