INVITE Support
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OPERATION HOURS
Normal working hours Monday-Friday 9.00am-12.30pm and 1.30pm-6pm
SUPPORT EMAIL
CONTACT NUMBER
(Press 2 for Tech. Support)
CONTACT LEVEL
Main Contact
SUPPORT FOR
Availability /
Routing Issues /
Customer Issues
INVITE for Zoom's Incident Response and Resolution Times
This represents the longest period within which a customer can anticipate receiving their initial response from a member of our Technical Support team.
Severity 1 (Critical):
Complete loss of service or a significant feature that is completely unavailable, and no workaround exists.
Response time: 2 hours
Resolution time: 5 hours
Severity 2 (High):
A significant feature of the service is unavailable, but a workaround exists.
Response time: 3 hours.
Resolution time: 1 business day.
Severity 3 (Medium):
A minor feature of the service is unavailable, but a workaround exists.
Response time: 4 hours. Resolution time: 2 business days.
Severity 4 (Low):
Request for information, advice or documentation, or to report a minor issue.
Response time: 1 business day.
Resolution time: 5 business days