{
  "slug": "zoom",
  "name": "Zoom",
  "vendor": "Zoom",
  "website": "https://www.zoom.com",
  "category": "communication-and-collaboration",
  "category_name": "Communication & Collaboration",
  "tags": [],
  "sla_url": "https://zoom.us/docs/en-us/sla.html",
  "last_verified": "2025-12-20",
  "status_page": null,
  "scope": "global",
  "default_credit_policy": {
    "calculation": "tiered",
    "remedy": "credit",
    "max_credit_percent": 25,
    "automatic": false,
    "credit_tiers": [
      {
        "below": 99.9,
        "credit": 5
      },
      {
        "below": 99.5,
        "credit": 10
      },
      {
        "below": 99,
        "credit": 25
      }
    ]
  },
  "claim_process": {
    "deadline_days": 30,
    "deadline_basis": "incident_date",
    "business_days": false,
    "method": "Zoom Support",
    "url": "https://support.zoom.com/hc/en/contact",
    "required_evidence": [
      "Account ID",
      "Affected services",
      "Incident timestamps",
      "Impact description"
    ],
    "review_days": 15,
    "credit_application": "Applied to next invoice"
  },
  "exclusions": [
    "Scheduled maintenance",
    "Force majeure events",
    "Customer misconfigurations",
    "Free tier services",
    "Beta features"
  ],
  "support_tiers": [
    {
      "name": "Standard",
      "slug": "standard",
      "price": "Included",
      "sla_eligible": true,
      "response_time": "< 24 hours"
    },
    {
      "name": "Enterprise",
      "slug": "enterprise",
      "price": "Custom",
      "sla_eligible": true,
      "response_time": "< 1 hour"
    }
  ],
  "services": [
    {
      "id": "meetings",
      "name": "Zoom Meetings",
      "category": "video",
      "description": "Video conferencing",
      "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "phone",
      "name": "Zoom Phone",
      "category": "ucaas",
      "description": "Cloud phone system",
      "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
      "uptime": 99.999,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "rooms",
      "name": "Zoom Rooms",
      "category": "hardware",
      "description": "Conference room solution",
      "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "chat",
      "name": "Zoom Team Chat",
      "category": "messaging",
      "description": "Team messaging",
      "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "webinars",
      "name": "Zoom Webinars",
      "category": "events",
      "description": "Large-scale events",
      "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    }
  ],
  "notes": "Zoom is a Communication & Collaboration provider. See the official SLA at [https://zoom.us/docs/en-us/sla.html](https://zoom.us/docs/en-us/sla.html).\n\n<!-- Add human-readable notes about Zoom's SLA nuances here. -->"
}