Zoom strives to ensure that their customers’ needs and expectations are met. They will do what it takes to understand your requirements and resolve issues related to our service. All suggestions and comments are very much appreciated so please do not hesitate to contact them at any time.

SUPPORT LEVELS:

Priority 1 – Urgent: The Service is “down”, operation of the Service is severely degraded, or there is 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 function. Zoom will provide necessary resources around the clock to resolve this situation.

Priority 2 – High: Significant aspects of the Service are negatively affected by a inadequate performance of the network or other software issues. Partial or no workarounds. Zoom will provide resources during Zoom’s normal business hours to resolve the situation and additional resources outside of Zoom’s normal business hours as reasonably necessary.

Priority 3 – Normal: 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 normal business hours to assist in resolving the problem or providing a workaround.

Priority 4 – Low: Informational or Feature Change Request: Customer requires 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 others. Such requests will be handled within Zoom’s normal business hours.

PHONE:

US: +1.888.799.9666 ext 2 or +1.650.397.6096 ext 2

AU: +61.1800.768.027 ext 2

FR: +33.800.90.30.79 ext 2

JP: +81.800.170.5174 ext 2

NZ: +64.800.475.039 ext 2

UK: +44.800.368.7314 ext 2 or +44.20.3890.5445 ext 2

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