Zoom Video Communications, Inc. (NASDAQ: ZM) brings teams together in a frictionless video environment. Our easy, reliable, and innovative video-first unified communications platform provides video meetings, cloud telephony PBX voice, webinars, and chat across desktops, phones, mobile devices, and conference room systems. Tiered pricing reflects volume-based discounts.
- Video, audio and web collaboration
- Cloud telephony
- One-touch start and join
- Wireless content sharing
- Host up to 1000 participants per meeting
- Local and cloud recording options
- High quality VOIP and toll-based options at no extra charge
- Support up to 10,000 webinar participants plus live streaming
- One-click HD screen-sharing
- Robust 3rd party integrations and calendar scheduling
- Frictionless meetings and webinars
- Join from desktop, mobile, video conferencing rooms, H323/SIP rooms, S4B
- Ease of use for fast user adoption
- Decrease voice conferencing spend
- Increase employee productivity
£11.99 per licence per month
- Education pricing available
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||Skype for Business|
|Cloud deployment model||Private cloud|
|Service constraints||Not applicable|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
"Support Hours" are 24 x 7, including Public Holidays, where agents or technical engineers are available for email or live support.
Target Response Times
Target Response Time for a Support Ticket will be the time (a) commencing when Zoom receives a proper Support Ticket from Customer and (b) ending when customer receives notification that the Support Ticket has been logged.
Pro, Business, API or Education plan subscribers:
Priority 1 - Urgent: 1 Hour
Priority 2 - High: 4 Hours
Priority 3 - Normal: 24 Hours
Priority 4 - Low: 24 Hours
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||WCAG 2.1 AAA|
|Web chat accessibility testing||TBD|
|Onsite support||Onsite support|
Zoom provides free support through the Customer Success Manager group. The CSM group is responsible for on-boarding new clients, training users and identifying any additional resources necessary for customer success and happiness.
Zoom also provides free access to training and support videos on the zoom.us website.
For larger Zoom clients, a dedicated Account Manager will be assigned and is available to visit clients on site and engage engineering resources to support any technical requirements.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Customers are assigned a Client Success Manager who is responsible for assisting with user training, adoption and problem resolution. The CSM is assigned for the life of the account.|
|End-of-contract data extraction||Upon contract termination, Zoom deactivates all user IDs related to the customer account and any saved data is deleted. Therefore, the customer will have to download any recorded meetings prior to their termination date by visiting their online user profile, navigating to their recordings and downloading selected recordings to an alternate source.|
|End-of-contract process||Upon termination of the customer's contract, Zoom will deactivate all user IDs associated to that billing account and delete any saved recordings.|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||There are no differences between Zoom's mobile and desktop service.|
|What users can and can't do using the API||
The Zoom API provides the ability for developers to easily add Video, Voice and Screen Sharing to your application. Our API is a server side implementation designed around REST, it does not support cross-origin resource sharing or access via a client side web application.
The Zoom API helps manage the pre-meeting experience such as creating, editing and deleting resources like users, meetings and webinars. It also provides access to post-meeting information for tasks such as reporting and analytics. It does not provide access to the in-meeting experience such as current attendee list, who is current speaker or ability to mute participants; if you seek these features please have a look at our SDKs.
Zoom API allows you to manage:
Cloud Recordings (Business and Education)
|API documentation formats||Other|
|API sandbox or test environment||Yes|
|Description of customisation||Using Zoom APIs, you can customise your experience by building your own web portal to front end Zoom services and present as a login point to your end users. Zoom service can be completely white labeled if desired.|
|Independence of resources||Zoom engineers the global network to never exceed 50% capacity. Once capacity begins to approach 50%, Zoom adds additional resources to expand that capacity.|
|Service usage metrics||Yes|
The Zoom Dashboard allows administrators on the account to view information ranging from overall usage to live in-meeting data. This data can be used to analyse issues that may have occurred as well better understand how users are holding meetings within your company.
The Meetings section allows you to see the total live meetings as well as past meetings. Past meetings can be exported to a CSV file. This overview will show if audio, video, screen sharing, and recording were being used in the meeting as well. You can also see the license types of each user on your account.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||EU-US Privacy Shield agreement locations|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||In-house|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||You can export a CSV file with recording details, including the host's email, Meeting ID, Meeting Topic, start date and time, and file size. Recordings can be exported in MP4, MP3 and VTT formats.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||SAML|
|Data protection between buyer and supplier networks||
|Other protection between networks||
Zoom’s communications infrastructure for real-time video, audio, and data communications resides on Zoom dedicated servers, which are housed in SSAE 16 SOC2 compliant data centers on opposite sides of the US.
Zoom sessions are completely temporary and operate analogously to the popular mobile conversation over the public mobile network.
Zoom can encrypt all presentation content at the application layer using the Advanced Encryption Standard (AES) 256-bit algorithm.
Zoom can secure all session content by encrypting the communications channel between the Zoom client and the multimedia router using a 256-bit Transport Layer Security (TLS) encryption tunnel.
|Data protection within supplier network||
|Other protection within supplier network||Zoom adheres to OWASP standards for internal security process.|
Availability and resilience
|Guaranteed availability||SLA are included in our MSA. Our MSA guarantees 99.9% uptime. Zoom give a credit if Downtime exceeds 0.1%. “Downtime” means the Services were not available to the Internet due to causes within the reasonable control of Zoom other than scheduled maintenance performed between the hours of 11 pm and 3 am PT. Downtime does NOT include any failure of Customer to access the Services due to third parties outside of the control of Zoom (such as internet service providers, network service providers or telecommunications service providers) or due to Customer hardware, software, systems or networks.|
|Approach to resilience||Zoom web services leverage AWS high availability infrastructure with multi-region configuration operating in Active/Standby mode. For realtime communications, Zoom leverages multiple Tier 1 data centers running in Active/Active mode.|
|Outage reporting||Zoom posts any general incident announcement and other announcements including scheduled maintenance, outages, updates, through our status page at status.zoom.us. For incidents affecting a specific customer, Zoom will notify the account owner and administrator(s) through email or as specified in fully executed agreement.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Management interfaces are accessed via user name and password derived from integration via SSO or user name and password stored in a salted hash. Interfaces are accessed based upon role based access control (RBAC).|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users contact the support team to get audit information|
|How long user audit data is stored for||Between 6 months and 12 months|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||Between 6 months and 12 months|
|How long system logs are stored for||Between 6 months and 12 months|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||23/01/2017|
|CSA STAR certification level||Level 1: CSA STAR Self-Assessment|
|What the CSA STAR doesn’t cover||N/A|
|Who accredited the PCI DSS certification||Trustwave|
|PCI DSS accreditation date||31/01/2013|
|What the PCI DSS doesn’t cover||N/A|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||SOC2 Type 2, Privacy Shield, GDPR, TRUSTe Certified Privacy|
|Information security policies and processes||Zoom's security policies are derived from ISO 27001 framework.|
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||
Change triggers for unique processes and controls are:
Weekly meetings held to request changes that need to be performed during maintenance windows. Change requests are presented, validated, and scheduled. Changes are approved by the Change Manager. Implementation in production should not be by the same individual who developed the change. When staffing levels do not permit this separation, management oversight and approval of the change and testing process ensure appropriate processes are followed. Dev and test environments are physically and logically segregated from production. No customer data is used in testing.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Zoom has a formal Vulnerability Management Plan in place. Zoom performs monthly vulnerability and web application scanning using an external party (Qualys). Scan reports are reviewed by our Security and technical teams and discussed with the engineering and development teams. Validated findings are tracked in our JIRA system throughout remediation.
Zoom has a monthly patch cadence. Zoom will patch all applications, workstations, and servers (virtual or physical) with all current operating system, database, and application patches deployed in our computing environment according to a schedule predicated on the criticality of the patch. Maintenance/patching typically will have no service downtime.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
We have monthly vulnerability and web application scan. Findings are reviewed and validated by our technical and engineering team. Vulnerability rated on severity level and tracked using our JIRA system. Vulnerability fixes are release from our engineering team and follow our formal change management process for deployment to production. Zoom also has DDoS monitoring and Managed service in place. Affected traffic are diverted and filtered through a scrubbing centre.
Zoom responds to incidents as defined within our SOC2 report available upon execution of a mutual NDA.
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||Zoom communicates the incident response policy to internal and external users and instructs users to contact their supervisor and the information security representative if they become aware of a possible security breach. When a potential security incident is detected, a defined incident management process is initiated by authorised personnel. Incidents are tracked through the tracking application, which includes the corrective actions implemented in accordance with the defined policies and procedures.|
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£11.99 per licence per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||Zoom provides free licenses that include all of the feature/functionality of a paid user license with a 40-minute meeting limitation for meetings of more than 3 participants and no access to cloud recording. There are no other restrictions on these licenses.|
|Link to free trial||https://zoom.us/signup|