{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "zoom",
    "name": "Zoom",
    "vendor": "Zoom",
    "website": "https://www.zoom.com",
    "category": "communication-and-collaboration",
    "category_name": "Communication & Collaboration",
    "tags": [],
    "sla_url": "https://www.zoom.com/en/trust/terms/",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.9,
    "max_credit_percent": 50,
    "max_credit": {
      "kind": "capped",
      "label": "50%",
      "value": 50,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 50,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "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": [
        "Standard",
        "Premier",
        "Premier+"
      ],
      "has_24x7": true,
      "fastest_response": "1 hour (P1, Premier; 30 min at Premier Elite)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": false,
      "professional_services": true,
      "success_program": true,
      "training": false,
      "pricing": "custom",
      "source_url": "https://www.zoom.com/en/support-plans/",
      "note": "Premier+ adds an assigned TAM and prioritized tickets; response times are objectives. Premier support tiers; assigned TAM at Premier+. Professional/onboarding services exist (prior prof_services=false was wrong). Premier support tiers; assigned TAM at Premier+. Professional/onboarding services exist (prior prof_services=false was wrong)."
    },
    "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"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "meetings",
        "name": "Zoom Meetings",
        "category": "video",
        "description": "Video conferencing",
        "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "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": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "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": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "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": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "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": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Zoom is a Communication & Collaboration provider. See the official SLA at [https://www.zoom.com/en/trust/terms/](https://www.zoom.com/en/trust/terms/).\n\n<!-- Add human-readable notes about Zoom's SLA nuances here. -->"
  }
}