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:

Basic
Classic
Premium
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 

(Toll-free)

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

✓
✓
Onboarding


✓
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.