Zoom Video

Zoom Video Communications

Zoom Video Communications, Inc. (NASDAQ: ZM) brings teams together to get more done in a frictionless and secure video environment. Our easy, reliable, and innovative video-first unified communications platform provides video meetings, voice, webinars, and chat across desktops, phones, mobile devices, and conference room systems. Tiered pricing reflects volume-based discounts.

Features

  • 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 50,000 webinar participants plus live streaming
  • One-click HD screen-sharing
  • Robust 3rd party integrations and calendar scheduling

Benefits

  • 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

Pricing

£11.99 a licence a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at pauline.yau@zoom.us. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 3 1 6 3 3 9 8 4 7 7 2 7 9 4

Contact

Zoom Video Pauline Yau
Telephone: 0117 457 4575
Email: pauline.yau@zoom.us

Service scope

Software add-on or extension
No
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

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

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

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
API
Yes
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:
Users
Meetings
Reports
Groups
IM Groups
Cloud Recordings (Business and Education)
Webinars
Sub-Accounts
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.

Scaling

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.

Analytics

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

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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
Another external penetration testing organisation
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 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 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

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
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

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
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

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

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:   Code , 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

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

Pricing

Price
£11.99 a licence a 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 2 participants, no access to cloud recording or Polling. There are no other restrictions on these licenses.
Link to free trial
https://zoom.us/signup

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at pauline.yau@zoom.us. Tell them what format you need. It will help if you say what assistive technology you use.