Zoom Video

Zoom Video

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

Service documents

G-Cloud 11


Zoom Video

Jane Ross

07568 570792


Service scope

Service scope
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
System requirements
  • Internet connection – broadband wired or wireless (3G or 4G/LTE)
  • Speakers and a microphone – built-in, USB or Bluetooth
  • A webcam or HD webcam - built-in or USB
  • Or, HD cam or HD camcorder with video capture card

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support Hours
"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 Yes
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
Support levels 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

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.
Service documentation No
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Other
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.
Service interface No
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:
IM Groups
Cloud Recordings (Business and Education)
API documentation Yes
API documentation formats Other
API sandbox or test environment Yes
Customisation available 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
Metrics types 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.
Reporting types
  • API access
  • Real-time dashboards


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
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 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
  • CSV
  • Other
Other data export formats
  • MP4
  • MP3
  • VTT
Data import formats
  • CSV
  • Other
Other data import formats SAML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network Zoom adheres to OWASP standards for internal security process.

Availability and resilience

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

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
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
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

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

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
PCI certification Yes
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
  • SOC2 Type 2
  • Privacy Shield
  • TRUSTe

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
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.

Operational security

Operational security
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:
, Database
, Infrastructure
, Data.

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.

Secure development

Secure development
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

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

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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