Zoom Premier Support

Get the help you need quick and easy with plans that provide prioritized responses and dedicated management

Zoom Premier Support

Zoom Premier Support offers expert help when you need help the most

Priority response

Speed to resolution, while maximizing uptime availability of the Zoom Service

Technical resources

Administrators get prioritized routing to trained technical personnel

Technical account management

Technical Account Managers will be your trusted advisor for service-related activities

Find a support plan that fits your business needs

	Access	Premier	Premier Assurance	Premier+	Premier Elite
Digital Support (Zoom Knowledge Base, Zoom Community)	All Profiles	All Profiles	All Profiles	All Profiles	All Profiles
Zoom Virtual Agent (Chat and Phone)	All Profiles	All Profiles	All Profiles	All Profiles	All Profiles
Live Support	Live Chat Agent (Owner/Admin Profiles Only)	Live Chat Agent (priority response) (Owner/Admin Profiles Only) Live Phone Agent (Owner/Admin Profiles Only)	Live Chat Agent (priority response) (Owner/Admin Profiles Only) Live Phone Agent (Owner/Admin Profiles Only)	Live Chat Agent (priority response) (Owner/Admin Profiles Only) Live Phone Agent (Owner/Admin Profiles Only)	Live Chat Agent (priority response) (Owner/Admin Profiles Only) Live Phone Agent (Owner/Admin Profiles Only)
Service Level Commitments	Best Effort	Response SLA: P1 1h \| P2 4h 80% Service Target Restore SLO: P1 4h \| P2 8h	Response SLA: P1 1h \| P2 4h Restore SLA: P1 4h \| P2 8h 90% Service Target	Response SLA: P1 1h \| P2 4h Restore SLA: P1 4h \| P2 8h 90% Service Target	Response SLA: P1 & P2: 30mins Restore SLA: P1 4h \| P2 8h 95% Service Target
Technical Account Management	None	None	Pooled TAM	Assigned TAM	Assigned Global TAM & TAE Optional GPM
Customer Success Management	None	None	Pooled CSM	Assigned CSM	Global CSM
Developer & Integration Support	None	- PDS Bronze to address API / SDK and Integrations Support - Up to 4 total support hours available - Response time SLO	- PDS Silver to address API / SDK and Integrations Support - Up to 10 total support hours available - SLA-backed response times	- PDS Gold to address API / SDK and Integrations Support. - Up to 20 total support hours available - SLA-backed response times	- PDS Gold to address API / SDK and Integrations Support - Up to 20 total support hours available - Phone support included - SLA-backed response times
Key Benefits	Digital Help for Zoom products / features on best effort basis	- Direct Access to Tier 2 for Admin Profiles - P1 & P2 SLA Response	- Direct access to Tier 2 Support for Admin Profiles - P1 & P2 SLA for Response and Restore - Access to Pooled Technical and Success resources	- Direct access to Tier 2 Support for Admin Profiles - P1 & P2 SLA for Response and Restore - Access to Assigned Technical and Success resources - Provides technical and business insights, recommendations and guidance	- Highly customizable Global Account Team inclusive of Technical Account Managers, Technical Account Engineers & Technical Consultants - Access to Elite Service Engineering, Network Operations, and Dev Ops

	Premier Developer Support - Bronze	Premier Developer Support - Silver	Premier Developer Support - Gold
Premier Developer Support	API / SDK / Integration Support Dedicated Support Developer Domain Expertise in Tier 2 & Tier 3 Support SLO Included Up to 4 hours of Total Support included per month Tickets can be submitted via Web & Chat* *All P1 Tickets must be submitted via Chat	API / SDK / Integration Support Dedicated Support Developer Domain Expertise in Tier 2 & Tier 3 Support Live Consultations included SLA with Service Credits Included Up to 10 hours of Total Support included per month Tickets can be submitted via Web & Chat* *All P1 Tickets must be submitted via Chat	API / SDK / Integration Support Dedicated Support Developer Domain Expertise in Tier 2 & Tier 3 Support Live Consultations included SLA with Service Credits Included Up to 20 hours of Total Support included per month Tickets can be submitted via Web, Chat and Phone *All P1 Tickets must be submitted via Chat or Phone

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