Zoom SLA
99.9% uptime guarantee (Business, Business Plus, Enterprise plan only)
Official SLA Commitment
Applies to
Business, Business Plus, Enterprise plans only
Scope
Monthly availability per eligible service
Measurement
Monthly Availability Per Service = 1 - (Affected Customer Licenses × Downtime Minutes) / (Total Customer Licenses × Minutes in Month). Downtime means services were unavailable due to causes within Zoom's reasonable control, excluding scheduled maintenance.
Exclusions
Scheduled maintenance, third-party services (ISPs, network providers, telco providers), customer hardware/software/networks, customer fraud or ToS violations, force majeure, services not owned or controlled by Zoom.
Not covered
Free Basic and Pro self-serve plans have no uptime SLA. SLA terms are typically part of enterprise/business contracts or reseller agreements, not standard self-serve subscriptions.
Promised vs Measured
SLA Promise
99.9%
≤ 43m downtime/month
Measured (30d)
100.00%
≈ < 1m downtime this month
Verdict
Meeting SLA
24h Uptime
100.00%
7d Uptime
100.00%
30d Uptime
100.00%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Basic | No uptime SLA | $0 (free) | — |
| Pro | No uptime SLA | $13.33/user/mo (annual) | — |
| Business | 99.9% | $18.33/user/mo (annual, 10-seat min) | |
| Business Plus | 99.9% | $22.49/user/mo (annual) | |
| Enterprise | 99.9% | Custom (250+ users) |
Source: zoom.com/pricing
SLA Credit Policy
Service credits applied against future charges for the affected SKU within 90 days of the end of the month in which downtime occurred. Credits are the sole and exclusive remedy. Must file a support ticket during the downtime event to be eligible.
| Monthly Uptime | Credit |
|---|---|
| ≥ 99.9% | 0% of monthly fee |
| 98.0% – 99.9% | 20% of monthly fee |
| < 98.0% | 50% of monthly fee |
Credits capped at 50% of monthly fee. Applied within 90 days of approval.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines)Zoom's SLA | 43m 12s | |||
| 99.95% | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
< 1m
Incident Summary (90 days)
Total Incidents
72
Active Now
0
Resolved
72
Avg. Resolution
8h
Zoom SLA: What You Need to Know
Zoom guarantees 99.9% uptime measured as monthly availability per eligible service. This commitment applies exclusively to Business, Business Plus, Enterprise plan customers — other tiers have no contractual uptime guarantee.
Based on DevHelm's continuous monitoring, Zoom currently shows a 30-day measured uptime of 100.00%. This meets their published SLA commitment of 99.9%.
What's Covered (and What Isn't)
Zoom's SLA specifically covers monthly availability per eligible service. It explicitly excludes: Free Basic and Pro self-serve plans have no uptime SLA. SLA terms are typically part of enterprise/business contracts or reseller agreements, not standard self-serve subscriptions.. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 100.00% uptime, you can expect approximately < 1m of cumulative downtime per year from Zoom alone. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks Zoom's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 5 minutes. Uptime is calculated as the percentage of time all components report operational status.
