Vendors › Zoom
Zoom SLA
99.999%
Uptime commitment
25%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 25%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 5% |
| 99.5% | 10% |
| 99% | 25% |
How to claim
| Submission method | Zoom Support — support.zoom.com/hc/en/contact ↗ |
|---|---|
| Deadline (submission) | 30 days — Submit within 30 days of incident |
| Review timeline | 15 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (5)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Zoom Meetings Video conferencing | Video | 99.9% | eligible |
| Zoom Phone Cloud phone system | UCaaS | 99.999% | eligible |
| Zoom Rooms Conference room solution | Hardware | 99.9% | eligible |
| Zoom Team Chat Team messaging | Messaging | 99.9% | eligible |
| Zoom Webinars Large-scale events | Events | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
Zoom is a Communication & Collaboration provider. See the official SLA at https://zoom.us/docs/en-us/sla.html.
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