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 available by default for all Paid Editions of all Zoho products.
|
|
SLA
|
✓
|
✓
|
✓
|
|
Response time
|
24 Hours
|
8 Hours
|
3 Hours
|
|
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
|
|
Knowledge base
|
✓
|
✓
|
✓
|
|
Community forums
|
✓
|
✓
|
✓
|
|
Email support
|
✓
|
✓
|
✓
|
|
Self-service portal
|
✓
|
✓
|
✓
|
|
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.
Please check the eligibility to subscribe to Enterprise Support while purchasing the Product
Here's what it includes:
-
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.
-
24/7 support availability with a maximum response time of 1 hour.
-
Multi-channel support - E-mail, Toll-free Call, Chat, Screen-sharing assistance.
-
Quarterly feature-usage reports + feature recommendations and best practices to optimize the performance of our products for your business.
-
Early access to new product features with free demos on how to use them.
-
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
.
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