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Credit-backed
Publishes an SLA backed by tiered service credits: 99.9% uptime, credits up to 50%.
Source: official SLA ↗ · checked Jun 2026 · View as JSON
99.9%
Uptime
50%
Max credit
—
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Zoom Support · support.zoom.com/hc/en/contact
Deadline
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
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 5
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Zoom Meetings
Video conferencing
Video
Uptime —
SLA covered
Zoom Phone
Cloud phone system
UCaaS
Uptime —
SLA covered
Zoom Rooms
Conference room solution
Hardware
Uptime —
SLA covered
Zoom Team Chat
Team messaging
Messaging
Uptime —
SLA covered
Zoom Webinars
Large-scale events
Events
Uptime —
SLA covered
Notes — Zoom is a Communication & Collaboration provider. See the official SLA at https://www.zoom.com/en/trust/terms/.
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