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Zoom Support and Service Assurance

Support for Zoom connectivity is shared between Zoom and Tata Communications, split along a clear line: Zoom supports the Zoom application, and Tata Communications supports the network that carries it. This page explains who handles what and how issues are escalated between the two. 

Zoom provides support for Zoom application needs under your existing Zoom support plans; Tata Communications, as your connectivity partner, provides support for the VPN networking under your existing Tata Communications support plans. Connectivity issues are escalated between Zoom and Tata Communications through a defined partner process.

Who supports what

  • Zoom directly supports all Zoom application needs, under the support plans already in place for your account.

  • Tata Communications directly supports the VPN networking that carries your Zoom traffic, under your existing support arrangements.

  • If Zoom identifies a connectivity problem – a circuit down or taking errors, BGP peering down, or other routing issues – Zoom raises a ticket with Tata Communications through the partner support process.

  • If Tata Communications identifies the same kind of connectivity problem, Tata Communications raises a case through the Zoom partner process.

      If you have a problem accessing Zoom

      If you cannot access your Zoom applications, or you experience performance issues once connected, first check the Zoom status/trust page to see whether Zoom has reported a known issue, then raise the issue with the appropriate support team – Zoom for application problems, Tata Communications for connectivity problems.

      How connectivity issues are escalated

      The connectivity between Tata Communications and Zoom is monitored by both parties, and issues are escalated in both directions:

          Tickets are responded to according to the service levels agreed between Tata Communications and Zoom.

          Raising a request

          For any networking or connectivity concern with your Zoom service, raise a request from the Support area of the TCx Portal, and the Tata Communications support team will engage Zoom through the partner process where the issue is on the Zoom side.

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