Collaboration
Zoom SLA credit guide
What Zoom's published SLA says, why this page quotes no uptime percentage for it — the committed figure is set in your own Order Form — and how to file against the terms that are.
What SLA credit are you owed when Zoom is down?
Zoom publishes an SLA — it just does not publish the percentage in it. Zoom's own document defines the committed uptime as whatever your Order Form (or Service Order) says, and sets the credit schedule the same way, so this page states no figure for Zoom and runs no calculator on one. That is NOT the same as Zoom publishing nothing or owing nothing: the commitment binds and the remedy is real — the two numbers are simply on your paper rather than on a public page. Read the committed uptime and the credit schedule off your own Order Form and apply them to the incident record below. Ontracko monitors Zoom for free, times every incident and assembles the dated evidence a claim is built on; that half is identical whatever your Order Form turns out to say. One more thing about the deadline, because Zoom not stating one is not the same as there being none: file promptly anyway. A contract can carry a limitation period nobody printed, evidence ages badly, and the status-page record a claim is built on is easiest to defend while it is fresh. If Ontracko shows a date against a Zoom claim, that date is our own monitoring reminder rather than anything Zoom set — we will never let it expire a claim, and you should never quote it to Zoom as their window.
Uptime commitment
Set in your Order Form
Filing window
Not stated
Zoom publishes no claim window. File promptly anyway.
Services with SLA data
1
Zoom’s committed uptime is in your Order Form, not on this page
Zoom publishes an SLA, but not the percentage in it: its own document defines the committed uptime as the figure set out in the applicable Order Form or Service Order, and sets the credit schedule the same way. So this page states no uptime percentage for Zoom and shows no calculator — a figure we cannot read out of Zoom’s paperwork is a figure we won’t assert, and any percentage attributed to Zoom elsewhere came from marketing copy rather than its terms.
This is not a vendor with nothing to file. The commitment binds and the remedy is real — both numbers are simply on your paper. Open your Zoom Order Form, read the committed uptime and the credit schedule off it, and apply them to the incident record below; the notice period is in that same document — Zoom publishes none — so read the claims clause there rather than working to a date nobody set. Everything else a claim needs, including the filing route, is on this page. Ontracko drafts exactly that, and states no amount it cannot source.
Credit tiers by service
Zoom (order-form governed — no availability SLA published)’s committed uptime and its credit schedule are both set in your Order Form / Service Order, so there is no published tier table for us to show and this page transcribes none — read both off that document. The credit itself is real; it is the size of it that is private. ORDER-FORM GOVERNED IN BOTH HALVES, AND NOTHING IS PUBLISHED — Zoom states no availability percentage and no service credit in either document that makes up its agreement. The Zoom Terms of Service (effective 11 August 2023) and the Zoom Services Description (effective 1 December 2025), which that agreement expressly incorporates, were both read in full and neither contains the words "service level", "service credit" or "uptime", nor any availability figure. Any credit table attributed to Zoom elsewhere did not come from Zoom's own terms. Whatever commitment and credit you hold are the ones negotiated into your enterprise agreement or Order Form, which is the only primary source — read it before quoting any number. The percentage Ontracko scores against is a monitoring default and is NOT Zoom's term.
How to file a Zoom SLA credit claim
Portal: Zoom Support ↗
- Sign in with the Zoom account that holds the affected licenses, then open a support ticket (Billing category).
- Paste the claim text from section 8, citing the incident timestamps from status.zoom.us in section 3.
- Zoom publishes NO uptime percentage and NO service credit — neither its Terms of Service nor the Services Description that agreement incorporates contains one. Both the committed level and the credit schedule are set in your enterprise agreement or order form; read them there, and quote no figure you have not read.
- Exclude anything traceable to client-side or local-network issues — Zoom will reject those.
Evidence you’ll need
- •Account number
- •Affected services
- •Incident timestamps
Common exclusions
- •Scheduled maintenance
- •Client-side/network issues
Frequently asked
What is Zoom's SLA uptime commitment?
Zoom does not publish one. Its SLA defines the committed uptime as the percentage set out in the applicable Order Form or Service Order, so the figure is contractual and binding but private to each customer — there is nothing public to quote, and any percentage attributed to Zoom elsewhere came from marketing copy rather than from its terms. Read the committed uptime off your own Order Form; that document is the only primary source for it.
Does Zoom pay an SLA service credit?
Whatever Zoom owes you is set by the same document as the commitment — your Order Form or Service Order — rather than by a published tariff. That makes it different from a vendor with nothing to file: a remedy exists, Ontracko simply cannot read its size from anything Zoom publishes, so this page states no percentage and no amount instead of inventing one. Read the credit schedule off your Order Form and apply it to the incident record.
What is the deadline to file a Zoom SLA credit claim?
Zoom does not publish one. The notice period, like the committed uptime and the credit schedule, is set in your own agreement or Order Form — read the claims clause there, and treat any deadline attributed to Zoom elsewhere as not coming from its own terms. File as soon as the month closes rather than working to a date nobody published.
Does Ontracko file Zoom SLA credit claims for me?
Ontracko monitors Zoom for free, detects and times every incident, and assembles the whole claim package except the two numbers Zoom keeps in your Order Form — the committed uptime and the credit schedule. Bring those from your own document and the claim is complete; we state no amount we cannot source. You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Zoom and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.