FAQ - What is your support policy?

What is your support policy?

Here at Zoho, we do more than crafting software that solve your business problems. With our dedicated support team, we put equal effort into helping your business adopt our products to reach your goals. Our support staff are diligent in recognizing issues, resolve them proactively and assist you in every step of the way.
The following table outlines Zoho's customer support tiers and the services included:

Availability & Cost
Available by default for all Free Editions of all Zoho products
Available by default for all Paid Editions of all Zoho products 
Costs 20% of your subscription fee and can be purchased along with paid editions of Zoho CRM, Zoho CRM Plus, Zoho Desk and Zoho One.
Max. response time
24 Hours
8 Hours
3 Hours
Knowledge base

Community forums

Email support

Self-service portal

Live chat support

8 Hours x 5 Days
24 hours x 5 Days

Phone support 


8 Hours x 5 Days
24 Hours x 5 Days
Remote assistance


Note: 'Maximum Response time' refers to the time our representatives will take to respond to the support issues raised by you. This does not indicate the issue resolution time. 'Onboarding' refers to one-on-one guidance and coaching sessions from our product experts on how to set up and use Zoho efficiently for your business.

Enterprise Support and Technical Account Management

Costing 25% of your annual Zoho subscription fee, enterprise support is an all-in-one service that combines prioritized technical assistance & issue resolution with strategic account management, insight-driven guidance and pre-emptive support. Customers with a yearly subscription of 50 users or more of Zoho One or 25 users or more of Zoho CRM, CRM plus and Desk can subscribe to Enterprise support.
Here's what it includes:
  1. A dedicated Technical Account Manager (TAM) who works in conjunction with your company, prioritizing and managing your subscription, support and service requirements to deliver you a personalized experience.
  2. 24/7 support availability with a maximum response time of 1 hour.
  3. Multi-channel support - E-mail, Toll-free Call, Chat, Screen-sharing assistance.
  4. Quarterly feature-usage reports + feature recommendations and best practices to optimize the performance of our products for your business.
  5. Early access to new product features with free demos on how to use them.
  6. Access to all documented resources and developer guides.
If you are looking for any assistance with your Zoho product, you can submit a support request.
If you want to upgrade to Premium or Enterprise Support, you can do so directly from your profile in your purchased Zoho product, or you can send an email to sales@zohocorp.com

    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now

              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                Zoho SalesIQ Resources

                    Zoho TeamInbox Resources

                              Zoho DataPrep Resources

                                Zoho DataPrep Demo

                                Get a personalized demo or POC

                                REGISTER NOW

                                  Design. Discuss. Deliver.

                                  Create visually engaging stories with Zoho Show.

                                  Get Started Now

                                                        • Related Articles

                                                        • What is your refund policy?

                                                          What is your refund policy?   Zoho's Customer Satisfaction Policy At Zoho we strive to create quality software that you enjoy using for your business or professional life. You have a number of choices and we appreciate you giving us your business. ...
                                                        • How do I change the email address of my account?

                                                          Sign in at accounts.zoho.com. Go to Profile in the left menu, then click Email Address. Click Add Email Address. Enter your new email address, then click Add. An OTP will be sent to the entered email address. Enter the OTP received, then click ...
                                                        • How to reset my Zoho account password?

                                                          To reset your Zoho account password, you need access to your recovery email address or mobile number. If you have configured any MFA modes for your account, you will also be asked to verify yourself using them. To reset your password: Go to ...



                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                        CRM Tips

                                                        Make the most of Zoho CRM with these useful tips.

                                                          Zoho Show Resources