ZenVideo provides written support to anyone around the clock, seven days a week. Paying subscribers can expect a first response within a few hours, depending on the subscription level.
In this article:
- Contact form
- Messaging support
- Phone support
- Support for other ZenVideo products
- Initial Response Times
- Enterprise
- Self-serve plans
- Legacy self-serve plans
- Follow-up response rate
- Contacting us for special circumstances
- Keep in touch
- Send feedback
- OTT support
Contact form
To receive the fastest support possible:
- Make sure you are logged in to your ZenVideo account.
- Click Contact us at the top of the help center (or the blue chat box in the lower right corner).
- Once you type in your query, our Digital Assistant will first look for an answer to your question in our help center.
- If it’s unsuccessful, our Digital Assistant will prompt you to create a ticket within the chatbot widget. Follow the prompts until you receive a confirmation with your ticket number.
💡Tip: Include as much detailed information as you can in the form’s Description field so we can better investigate your issue from the beginning. Consider using ZenVideo Record to demonstrate your issue and share the link with us.
Messaging support
Messaging is another way to reach out to our Support Team. Initial response times may vary based on your plan type and the severity of the issue. Messaging conversations are handled via the chatbot widget and/or via email, based on your preference.
Messaging on the Help Center
Business, Premium, Advanced, and Enterprise customers have access to Messaging. To access Messaging, you need to log into the Help Center here with your vimeo.com email and password (or via SSO). You can then begin conversations with our Digital Assistant via the widget on the bottom right-hand corner of your screen, which will transfer you to a live agent if necessary.
Messaging for Live events
Advanced, Premium, and Enterprise customers have access to live chat support for livestreaming issues 24/7. The chat option can be found by clicking Support at the bottom of any of your live events' management pages.
Phone support
We offer phone support to our Enterprise customers. If you have an Enterprise contract with us, you should have received your phone PIN and instructions for contacting Enterprise Support during the onboarding process via email. If you cannot locate your phone PIN, contact your account manager to have it sent to you.
Support for other ZenVideo products
If you are looking for information regarding Livestream Support, visit the Livestream Help Center.
Initial Response Times
Enterprise
Enterprise accounts have access to 24/7 support via our contact form, Messaging, and phone.
First response SLAs and phone hours vary depending on the support package you selected and the severity of your issue.
See the table below for Enterprise first response SLAs and phone hours:
| Silver | Gold | Platinum | |
| Minor issues | 6 business hours | 6 hours | 2 hours |
| Major issues | 3 business hours | 3 hours | 1 hour |
| Critical issues | 1 business hour | 1 hour | 30 minutes |
| Phone hours | 9 AM-9 PM ET or 9 AM-6 PM GMT* / 9 AM-9 PM AEST** *for customers based in Europe **for customers based in APAC |
24/7 | 24/7 |
Self-serve plans
Our support team operates 24/7. Below are estimated response times for support tickets submitted through our Chatbot or contact form.
We also offer Messaging support for Business, Advanced, and Premium members.
- Advanced: First response in 2 hours
- Standard: First response in 6 hours
- Starter: First response in 8 hours
- Free: First response usually within 3 business days
Legacy self-serve plans
(Click here for more information about the transition to our new subscription model.)
- Premium: First response in 2 hours
- Business: First response in 4 hours
- Pro: First response in 6 hours
- Plus: First response in 8 hours
- Basic: First response usually within 3 business days
Follow-up response rate
Follow-up response times may be longer than our first response time. Priority is assigned based on your plan as well as the nature of the issue.
Particularly complicated issues that require further investigation are often reassigned to a product specialist. Our specialists are trained to resolve issues as quickly as possible, but follow-up responses and resolutions can still take multiple days, especially if a given issue requires input from other teams, such as our developers.
Contacting us for special circumstances
Account owner is deceased or incapacitated
In the unfortunate event of the death or incapacity of a ZenVideo member, ZenVideo may, upon request of an appropriate person, and as required or permitted by law, deactivate or transfer the member’s ZenVideo account. If you would like to read more about our policy or to submit a request, please visit our Deceased and Incapacitated User Policy Page.
Reporting a security vulnerability
If you are a security researcher who has found a vulnerability in one of our products, please report it here.
Keep in touch
The best way to stay current with news about ZenVideo is to read our blog. You can also subscribe to our status page for alerts on service outages.
Send feedback
If you have a question that was not answered here, please send our friendly support team a note via our Contact Form. Your feedback helps us continue to work better for you.
OTT support
Refer to the ZenVideo OTT support article to know more.
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