https://support.zoom.us/hc/en-us/articles/201362003
Phone
Licensed owners and administrators of Business, Education, Enterprise or API accounts can report support requests to Zoom via phone:
Note: Please have your Personal Meeting ID and host key ready when reaching Zoom support via phone.
- United States: +1.888.799.9666 ext 2
- Australia: +61.1800.768.027 ext 2
- France: +33.800.94.64.64 ext 2
- Hong Kong: +852.3002.3757
- India: 000.800.050.2040 ext 2
- Japan (English only): 0053.132.0070 ext 2
- Malaysia: +60.1800.81.9551 ext 2
- New Zealand: +64.800.475.039 ext 2
- Singapore: +65.800.321.1249 ext 2
- United Kingdom: +44.800.368.7314 ext 2 or +44.20.7039.8961 ext 2
Service Levels and Priorities
To ensure proper expectations are set when submitting a case to Zoom’s technical support team, we prioritize issues based on the following criteria:
Priority 1 - Urgent
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.
Priority 2 - High
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 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 and others. Such requests will be handled within Zoom's normal business hours.
Target response times
Target response time for a support ticket will be the time (a) commencing when Zoom receives a proper support ticket from customer and (b) ending when customer receives notification that the support ticket has been logged.
Owners and Administrators of Pro, Business, Education, Enterprise, and API plans, here are initial target response times for each priority level:
Priority 1 - Urgent: 1 Hour
Priority 2 - High: 4 Hour
Priority 3 - Normal: 24 Hours
Priority 4 - Low: 24 Hours