Enterprise Support Plan

The Enterprise support plan for Zoho Assist is an additional paid support plan available for eligible Zoho Assist customers. Organizations subscribed to this plan get access to our premium technical support assistance 24 hours a day, 7 days a week (Monday through Sunday), via live chat or email. Along with these benefits, users also receive onboarding support and dedicated one-on-one sessions with our product experts.

Here's an overview of the Enterprise support plan and what it covers:


SERVICES
Collection of detailed articles on setting up, customization, and usage of Zoho Desk features. Knowledge base ? Collection of detailed articles on setting up, customization, and usage of Zoho Desk features.
Community forums
Email support
View all your tickets, raise new support requests, and get the answers you need from the product experts. Customer portal ? View all your tickets, raise new support requests, and get the answers you need from the product experts.
Ping us with your questions through chat for a speedy response. Live chat ? Ping us with your questions through chat for a speedy response.
Call our toll-free phone numbers or request a support call. Toll-free support ? Call our toll-free phone numbers or request a support call.
Get assistance for customization and troubleshooting through screen sharing sessions. Remote assistance ? Get assistance for customization and troubleshooting through screen sharing sessions.
Get acquainted with Zoho Desk and learn best practices from our onboarding specialists. Product onboarding ? Get acquainted with Zoho Desk and learn best practices from our onboarding specialists.
Receive personalized guidance from our specialists on how to set up and use Zoho efficiently for your business. Onboarding period ? Receive personalized guidance from our specialists on how to set up and use Zoho efficiently for your business.
Onboarding sessions
Session length
Get help in setting up and personalizing help desk for your business. Configuration assistance ? Get help in setting up and personalizing help desk for your business.
A dedicated point of contact for your every support need.Learn More Technical Account Manager ? A dedicated point of contact for your every support need.Learn More
A report of your feature usage statistics and suggestions to optimize your help desk process. Quarterly Report [Feature usage + Feature Recommendation] ? A report of your feature usage statistics and suggestions to optimize your help desk process.
Max. response time
ELIGIBILITY
Based on Edition
Based on Number of users
Based on Subscription period

	- Basic Free	- Classic Free	- Enterprise 25% of License feeRegister Here
SERVICES
Knowledge base ? Collection of detailed articles on setting up, customization, and usage of Zoho Desk features.	Yes	Yes	Yes
Community forums	Yes	Yes	Yes
Email support	Yes	Yes	Yes
Customer portal ? View all your tickets, raise new support requests, and get the answers you need from the product experts.	Yes	Yes	Yes
Live chat ? Ping us with your questions through chat for a speedy response.		8 hours x 5 days	24 hours x 7 days
Toll-free support ? Call our toll-free phone numbers or request a support call.		8 hours x 5 days	24 hours x 7 days
Remote assistance ? Get assistance for customization and troubleshooting through screen sharing sessions.		Yes	Yes
Product onboarding ? Get acquainted with Zoho Desk's features and learn how to use them efficiently.		Yes	Yes
Onboarding period ? Receive personalized guidance from our specialists on how to set up and use Zoho efficiently for your business.		7 days from date of subscription	15 days from date of subscription
Onboarding sessions		1 per week	3 per week
Configuration assistance ? Get help in setting up and personalizing help desk for your business.			Yes
Technical Account Manager ? A dedicated point of contact for your every support need.Learn More			Yes
Quarterly Report [Feature usage + Feature Recommendation] ? A report of your feature usage statistics and suggestions to optimize your help desk process.			Yes
Max. response time	24 Hours	8 Hours	3 Hour
ELIGIBILITY CRITERIA
Based on Edition	Free edition	All paid editions	All paid editions
Based on License	-	-	Customers with more than 5 enterprise technicians or 100 unattended Professional computers
Based on Subscription period	-	Monthly or yearly	Yearly

Questions?
We’d love to help

Frequently Asked Questions

01. How do I reach out to the Enterprise support team via email?

Organizations that have upgraded to the Enterprise support plan can send a request to our team using the Contact Us form or email us at support@zohoassist.com

02. How do I reach out to the Enterprise support team via live chat?

Organizations on the Enterprise support plan can access the live chat option available on the bottom right corner of their screen when logged in to Zoho Assist. There's also the "Chat With Us" option on the bottom right corner of this page.

03. What is the eligibility criteria to upgrade to the Enterprise support plan?

Any organization or user subscribed to a Zoho Assist Enterprise edition license that includes a minimum of five technicians Zoho Assist Remote Support Enterprise edition license or 100 unattended computers license will be eligible to upgrade to the Enterprise support plan.

04. Do you provide on-boarding support with this plan?

Yes, our Enterprise support team will schedule both on-boarding support and dedicated one-on-one sessions to help on-board users.

05. Do you provide on site training and implementation?

Yes, we do have paid training for all organizations that can be done both online and in-person. More details about this training can be checked here .

Dedicated Support That Goes the Extra Mile