Support plans

Here's a comparative chart of our four support tiers and the included services so that you can choose the best option for your business.

5

  

Basic

 

Classic

 

Premium

 

Enterprise

SERVICES
Collection of detailed articles on setting up, customization, and usage of Zoho CRM features.
Knowledge base
YesYesYesYes
Community forumsYesYesYesYes
Email supportYesYesYesYes
View all your tickets, raise new support requests, and get the answers you need from the product experts.
Customer portal
YesYesYesYes
Ping us with your questions through chat for a speedy response.
Live chat
 8 hours x 5 days24 hours x 5 days24 hours x 7 days
Call our toll-free phone numbers or request a support call.
Toll-free support
 8 hours x 5 days24 hours x 5 days24 hours x 7 days
Get assistance for customization and troubleshooting through screen sharing sessions.
Remote assistance
  YesYes
Get acquainted with Zoho CRM and learn best practices from our onboarding specialists.
Product onboarding
  45 days60 days
Get help in setting up and personalizing CRM for your business.
Configuration assistance
  YesYes
A dedicated point of contact for your every support need.Learn More
Technical Account Manager
   Yes
A report of your feature usage statistics and suggestions to optimize your CRM process.
Quarterly Report [Feature usage + Feature Recommendation]
   Yes
Max. response time24 Hours8 Hours3 Hours1 Hour
Cost-Free20% of License fee25% of License fee
ELIGIBILITY
Based on EditionFree editionAll paid editionsAll paid editionsAll paid editions
Based on Number of users---Min. 25 Users
Based on Subscription period-Annual or monthlyAnnualAnnual
 BasicClassicPremiumEnterprise

FAQ's

1. How do I reach out to customer support?+-
You can call our common toll-free support phone numbers:

  • USA: +1(888) 900 9646
  • UK: +44 (20) 35647890
  • Australia: +61-2-80662898
  • Germany: +49 8000229966
  • Sweden: +46 201408150
  • Italy: +39 (0) 287103737
  • Netherlands: +31 707007083
  • Spain: +34 918368598
  • France: +33 805542462
  • India: +91-44-67447000

Alternatively, you can drop us an email at support@zohocrm.com or tweet to us @zohocares

2. Where can I view my support tickets? +-

You can view them under the my requests tab of Zoho's support homepage.

3. I use the free edition. Can I get product support? +-

Of course! Basic support is available to all free edition users. You can email us with your questions, raise a support request in your portal or put up a forum post to get help from the support community. You can also read through support articles in the knowledge base, and learn to use different features by watching the "how-to" videos in our collection.

4. I use the free edition. Can I request a support call? +-

Support via call is only available to customers with a paid subscription of Zoho CRM. You can still drop us an email or raise a request in the self-service portal, and our support staff will respond promptly with a solution to your problem.

5. I use the paid edition. Can I call, or request a support call whenever I require product assistance? +-

You can call us any time between 9 am to 5 pm on business days, and we'll be glad to help you out. However, if you're looking for around-the-clock service, we recommend getting premium or enterprise support.

6. What is onboarding and what do I get out of it? +-

With product onboarding, you can schedule regular one-on-one sessions for a period of 45 (Premium) or 60 days (Enterprise) from your date of purchase. During these sessions, our onboarding specialists help you get well-acquainted with, and learn to use Zoho CRM.

These sessions will help you:

  • Follow a guided path for setting up Zoho CRM for your business
  • Learn the different features, how to use them and how to implement them in the best way for your business needs.
  • Learn best practices for CRM
  • Get assistance for customization, automation, and other important CRM functions
7. What is remote assistance? +-

If you're having trouble using Zoho CRM, or if you need help in customization, remote assistance allows you to share your screen temporarily with our trusted support representatives so that they can work with you remotely to help you out.

8. What does it mean to be assigned a technical account manager? How will that benefit my company? +-

Enterprise support comes with a dedicated technical account manager who caters to your company. You can reach out to your account manager through phone calls, chat, or email when product assistance is required. Aside from around-the-clock support, the account manager also interacts with you to understand your business thoroughly and helps you configure and customize Zoho CRM to meet your company's specific needs. They will also help you improve the overall efficiency of your company's CRM process by reviewing your feature usage, offering constructive suggestions, and teaching you best practices.

9. What is a quarterly report?+-

When you get enterprise support, your technical account manager reviews the usage statistics of your different Zoho CRM features to give you a list of useful suggestions for optimizing your business processes. These statistics and suggestions are presented to you in the form of quarterly reports.

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