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Simple CRM for small businesses moving from spreadsheets.

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Build online forms for every business need.

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Live chat app to engage and convert website visitors.

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Appointment scheduling app for consultations with customers.

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Digital signature app for businesses.

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Comprehensive sales map visualization and optimal route planning solution.

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Complete loyalty and affiliate management platform.

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Cloud Contact Center Software for businesses.

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Create, send, and track targeted email campaigns that drive sales.

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Design surveys to reach and interact with your audience.

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Online website builder with extensive customisation options.

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Website conversion optimization and personalisation platform.

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End-to-end event management software.

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Webinar platform for webcasting online webinars.

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Smart landing page builder to increase conversion rates

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Manage all your local business listings on a single platform.

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Live chat app to engage and convert website visitors.

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Digital signature app for businesses.

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Complete loyalty and affiliate management platform.

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Cloud Contact Center Software for businesses.

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Sync, manage, and convert leads across channels seamlessly.

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Online community platform for individuals and businesses to grow their network and brand.

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Unified marketing platform for marketing teams.

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Interactive remote assistance software with augmented reality.

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End-to-end field service management platform for service businesses.

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Live chat app to engage and convert website visitors.

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Cloud Contact Center Software for businesses.

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The all-in-one toolkit for solopreneurs.

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Appointment scheduling app for consultations with customers.

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Unified platform for customer service and support teams.

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Powerful accounting platform for growing businesses.

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100% Free invoicing solution.

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Effortless expense reporting platform.

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Powerful stock management and inventory control software.

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End-to-end billing solution for your business.

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Collect payments online with custom branded pages.

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Payroll software with automated tax payments and filing.

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The all-in-one toolkit for solopreneurs.

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Practice management software for accounting firms.

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Digital signature app for businesses.

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eCommerce platform to manage and market your online store.

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All-in-one suite to manage your operations and finances.

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Secure email service for teams of all sizes.

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Online meeting software for all your video conferencing & webinar needs.

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Word processor for focused writing and discussions.

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Spreadsheet software for collaborative teams.

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Create, edit, and share slides with a sleek presentation app.

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Beautiful home for all your notes.

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Stay in touch with teams no matter where you are.

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Employee experience platform to communicate, engage, and build positive employee relations.

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Appointment scheduling app for consultations with customers.

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Shared inboxes for teams.

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Online file management for teams.

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Digital signature app for businesses.

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Powerful collaborative work platform for teams.

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Office Integrator

Built in document editors for web apps.

Office Integrator
 
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Secure and reliable transactional email sending service.

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Online business calendar to manage events and schedule appointments.

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Knowledge and learning management platform.

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Cloud Contact Center Software for businesses.

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Collaborative task management for individuals and teams.

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Work management tool to connect people, processes, and information.

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Collaborative online PDF editing tool.

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Application suite built to improve team productivity and collaboration.

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Organize, automate, and simplify your HR processes.

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Intuitive recruiting platform built to provide hiring solutions.

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Effortless expense reporting platform.

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Manage temporary staffing with an employee scheduling solution.

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Payroll software with automated tax payments and filing.

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Employee scheduling and time tracking app.

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Digital signature app for businesses.

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Comprehensive HR platform for seamless employee experiences.

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Creator

Build custom apps to simplify business processes.

Creator
 
Directory

Workforce identity and access management solution for cloud businesses.

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OneAuth

Secure multi-factor authenticator (MFA) for all your online accounts.

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Online password manager for teams.

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Pro-code platform to build and deploy your apps.

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Toolkit

Complete resource for any admin-related lookup queries.

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Interactive remote assistance software with augmented reality.

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Remote support and unattended remote access software.

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Test automation software to build, manage, execute, and report testcases.

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Analytics

Modern self-service BI and analytics platform.

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Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
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AI-powered data preparation service for your data-driven organization.

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Harnessing IoT analytics for real-time operational intelligence.

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Manage, track, and collaborate on projects with teams.

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Planning and tracking tool for scrum teams.

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Automatic bug tracking software for managing bugs.

BugTracker
 
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The all-in-one toolkit for solopreneurs.

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Creator

Build custom apps to simplify business processes.

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Flow

Automate business workflows by creating smart integrations.

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Pro-code platform to build and deploy your apps.

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Built in document editors for web apps.

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Secure and reliable transactional email sending service.

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Test automation software to build, manage, execute, and report testcases.

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Work management tool to connect people, processes, and information.

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Automate manual, tedious, and repetitive tasks easily.

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Application analytics for all apps.

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Embedded analytics and white label BI solutions, tailored for your needs.

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Build, deploy, and scale IoT solutions for connected businesses.

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AI-powered data preparation service for your data-driven organization.

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Low-code IoT platform and solutions for connected businesses.

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Unified platform to deliver top-notch customer experience.

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Unified platform for customer service and support teams.

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All-in-one suite to manage your operations and finances.

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Application suite built to improve team productivity and collaboration.

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Unified marketing platform for marketing teams.

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All-in-one suite

Zoho One

The Operating System for Business

Run your entire business on Zoho with our unified cloud software, designed to help you break down silos between departments and increase organizational efficiency.

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Zoho One
Zoho Marketplace

With over 2000 ready-to-use extensions across 40+ categories, connect your favorite business tools with the Zoho products you already use.

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Partner Support

Partner Support provides post-sales assistance with all the technical questions you and your customer may face throughout the product life cycle.

Become a Partner
Partner Support Header

Hear from our Leaders

 

“Our partners are an integral part of Zoho business and their success is critical to us. It is our endeavour to continuously improve the support that we offer to our partners. We take immense pride in extending unlimited support to our partners and see it as the bedrock of our success together.”

Bishan Singh

Global Head Partner Program

 

“Partnerships aren’t about dependence; they’re about creating a shared path where both sides work together to achieve the best outcomes for each other.”

Dhinesh Khanna Ramalingam

Global Head CS and Partner Support

Range of
Partner Support

When we refer to Partner Support, the extent of Partner Support is determined by these components.

  • We can help you enhance the existing features to suit the unique requirements of your customers with complex needs in Zoho Services better.
  • Our Partner Support team is skilled in managing queries related to Deluge and API Integration. We can offer tailored code samples and assist in resolving Deluge errors. We are available to address questions about the API features of Zoho Services and provide assistance in resolving API-related problems. Please note that we do not provide support for creating API connections from the beginning.
  • As we work with many partners who use various SAAS services and collaborate with clients who also utilize similar SAAS services, we welcome your product feedback and suggestions. Rest assured that we will pass them on to the appropriate team for possible feature enhancements or new feature requests.

Communication methods assisted by Partner Support

Toll Free Support

Toll Free Support

At this time, toll-free support is offered to premium and advanced partners. Toll-free numbers can be found in the Partner Support HelpCenter Widget.

Our Expectations from Partners

 

Responsibility - Partners must perform first level of Support!

Partners must perform the first level of support for the products sold to the end customer. Basic debugging steps should be performed. They are expected to write scripts, perform migrations with the help of their developers, technical team, and reach out to us for issues with the execution within Zoho Services—e.g. third-party app integrations through API/scripts, custom function requirements, migrations.

 

Stay Connected and Stay Informed: How to Maximize Your Zoho Partnership

Active participation in the Zoho Partner network and dedicated product groups, to raise feature suggestions and discussions across products, is expected. Follow Zoho blogs, status pages, and social media handles to stay on top of the latest downtime or outage occurrences.

 

Streamline Support Requests: Use Your Registered Domain Email Address!

Please use your registered domain email address to raise support requests in exceptional cases, besides using the suggested Partner Support Help Center feature in the portal/store—e.g. Zoho.com and not generic address like, gmail, yahoo, etc. It otherwise becomes nearly impossible to track requests, set severity and automation, and report analytics for internal purposes.

Purpose of Sample Support Email Template!

Strengthening Partnerships with Effective Communication

To guarantee effective and informative communication between the Partner Support and your Customer Facing Teams.

How to Provide the Right Details for Effective Debugging

To help us identify the issue and required details to debug it further with appropriately.

Measuring the Depth of Troubleshooting

To help us understand the Level of Troubleshooting steps performed by yourself or your Customer Facing Teams.

‌Streamline Exchanges

To reduce the number of back and forth email exchanges between the “Partner Support” and the Partner.

Email template

Email template
 

Customer email address

Email address with reference to the raised request.

 

Type of Support request

Preset Values ( Technical Support, Payments Renewal, Trial Extension, Store Related, Upgrades, Invoice changes, Commission Payment, Product Management Related, Sales Discussions)

 

Able to reproduce the problem? Yes or No (Elaborate)

If yes, please include additional details (user ID, super admin email, customization name (e.g. workflow, function name, etc.), date & time in relevance to the issue raised, pre-enabling support access if the product requires it).

 

Zoho product name

Ex - Zoho CRM, Zoho Desk, etc.

 

Description of the issue/question

(150 - 200 Words)

 

Troubleshooting steps performed

If any

 

Screenshots/screen cast, if relevant

Can be attached with the email when sent.

How are requests handled?

How are requests handled?

Zoho Partner Support Commitment

Each incoming ticket is triaged and priority evaluated according to the criteria defined below, based on severity of the request and Partner tiers. The following matrix covers Support Incidents, Requests, and Questions.

SeverityAcknowledgement (First Response Time)Problem Determination
11-3 Hours2-8 Hours
26-12 Hours24-48 Hours
316-24 Hours2-3 Days
  • Basic (‌how-to) requests will be treated less urgently and dealt with as per the Partner Support Commitment. At any point in time, if too many basic requests are sent from the same partner, the support team will notify their respective Partner Account Manager to relay the message about the situation. They will suggest that they up-skill their product expertise to be self-competent in handling such requests. This allows our team to prioritize more critical requests that have a business impact on customers.
  • We do not work on weekends except for certain critical cases (downtime, outages, login issues). The time mentioned below includes only working days in a week.

Severity and other definitions

The severity designation listed indicates the level, extent, and impact on the customer. Once assigned, it will be used to determine the resources allocated for resolving the ticket, timelines for resolution, and escalation matrix. The product limitations and feature requests are exempted from this agreement.

Severity 1

Critical business impact

The Zoho service or feature does not work as expected and does not function without a fix being applied. The problem has a significant effect on customer revenues or business operations. E.g. showstopper production issue affecting all users; system unavailability; no access to an account; data integrity issues; service downtime; slowness, etc.

Severity 2

Moderate business impact

The Zoho service can function, although the functions are providing incorrect results or its performance is inconsistent with the performance described in the documentation.

Severity 3

Minimal business impact

The functionality of the Zoho service is not affected by the problem or can be achieved by using other features of the Zoho service. E.g. These requests can be solved with available online documentation (how-tos and help pages) or by their own team’s product/development expertise (writing functions, scripts, configurations, integrations, etc.).

Acknowledgement

(First Response Time):The average amount of time taken for an agent to provide an initial response to an inquiry or support ticket.

Problem determination

(Average Response Time):The problem determination time between subsequent responses, which ensures that Partners aren’t left waiting for a reply or update.

Resolution time

The time taken to resolve an issue completely. The resolution/restoration time is based on the impact and complexity of the problem, and is determined by our product teams and severity.

Partner Support
Escalation Management

Our Partner support escalation management process ensures our partners are provided with the means to give an issue broader attention. We are committed to delivering high quality support to all our Partners. If you need to escalate a case, our technical team is ready and available to help you quickly bring your issue to closure.

Our efficient escalation management process is designed to keep you informed of your escalated case status at every step of the way. A lead and/or manager is assigned to every escalation to oversee the case from a holistic viewpoint. This person is responsible for evaluating the situation, facilitating the issue, and acting as an advocate on your behalf.

Partner support escalation management

When should an escalation be initiated?

For Partners who hold a valid support services contract, an escalation may be initiated any time after the Partner Support Commitment response time. If you have worked through our standard support processes, and with our teams, and you are not satisfied with the level or timeliness of the service you received, you can escalate accordingly. Additionally, an escalation should be initiated when there is a tangible impact on your production environment, or there is high risk to business operations.

Here are some examples of reasons to initiate an escalation:

  • Management of a major problem, especially where the impact on business is high and it’s taking too long to isolate the cause of the incidents
  • A prolonged outage that exceeds or threatens to exceed the Partner Support Commitment or timeframe
  • Frequently recurring or multiple, related high-priority incidents where the priority is related to business impact and urgency
  • Security breaches identified or reported by a customer—without a workaround that is mutually agreed upon—that risk potential or actual damage to the customer’s or provider’s reputation, or data loss or risk of potential data loss

Different levels of Escalation

Escalation procedure:

1st Level

Contact the Partner Support Escalation department

2nd Level

Regional Partner Support Lead

Sakthi Priya - sakthi.g@zohocorp.com(Partner Support Lead - ANZ)

3rd Level

Partner Support Manager

Danny - daniel.p@zohocorp.com(Manager - Central Partner Support)

4th level

Partner Account Manager

1st Level

Contact the Partner Support Escalation department

2nd Level

Regional Partner Support Lead

Kishore - kishore.ks@zohocorp.com(Partner Support Lead - APAC & JAPAN)

3rd Level

Partner Support Manager

Danny - daniel.p@zohocorp.com(Manager - Central Partner Support)

4th level

Partner Account Manager

Vick Silva -vick.silva@zohocorp.com(APAC)

Jin san - jin.nakazawa@zohocorp.com (JAPAN)

Akira san - akira.nakai@zohocorp.com (JAPAN)

1st Level

Contact the Partner Support Escalation department

2nd Level

Regional Partner Support Lead

Adhithya - adhithya.ss@zohocorp.com(Partner Support Lead - India)

Poojitha - poojitha.k@zohocorp.com(Senior Partner Support Lead - India)

3rd Level

Partner Support Manager

Danny - daniel.p@zohocorp.com(Manager - Central Partner Support)

4th level

Partner Account Manager

Preetam Chougule -preetam.cj@zohocorp.com

1st Level

Contact the Partner Support Escalation department

2nd Level

Regional Partner Support Lead

Vishnu - vishnu.r@zohocorp.com(DRI - MEA)

Poojitha - poojitha.k@zohocorp.com(Senior Partner Support Lead - MEA)

3rd Level

Partner Support Manager

Danny - daniel.p@zohocorp.com(Manager - Central Partner Support)

4th level

Partner Account Manager

1st Level

Contact the Partner Support Escalation department

2nd Level

Regional Partner Support DRI / Lead

Krish - krishna.k@eu.zohocorp.com(Team Lead - Partner Support - UK)

Russell - ganesh.ca@eu.zohocorp.com(Team Lead - Partner Support - EUROPE)

3rd Level

Senior Lead / Central Partner Support Manager

Raaj - rajvikram.s@eu.zohocorp.com(Senior Team Lead - Partner Support - EU & UK)

Danny - daniel.p@eu.zohocorp.com(Manager - Central Partner Support)

4th level

Partner Account Manager

Benelux & Nordics - Atya Arain(atya.arain@eu.zohocorp.com)

Netherlands,Belgium,Luxembourg,Norway,Denmark,Iceland,Finland,Sweden

France - Claire Tredez(claire.tredez@eu.zohocorp.com)

France,Monaco

Rest Of Europe - Vivek Venkatraman(vivek.venkatraman@eu.zohocorp.com)

Ireland,Latvia,Lithuania,Estonia,Poland,Czec,Slovakia,Hungary,Turkey,Cyprus,Greece,Slovenia,Russia,Belarus,Ukraine,Georgia,Azerbaijan,Armenia,Malta,Bulgaria,Liechtenstein

Italy & Rest of Europe 2 - Francesco Orazi(francesco.orazi@eu.zohocorp.com)

Italy(San Marino + Vatican),Croatia,Bosnia and Herzegovina,Albania,Montenegro,Kosovo,North Macedonia,Serbia,Romania,Moldova

Spain - Javier Guilló(javier.guillo@eu.zohocorp.com)

Spain,Andorra,Portugal

DACH - Harvey (harvey@eu.zohocorp.com)

Germany,Austria,Switzerland

United Kingdom - Sebastian(sebastian@eu.zohocorp.com)

United Kingdom
1st Level

Contact the Partner Support Escalation department, at

2nd Level

Regional Partner Support Lead

Deepak - deepak.b@zohocorp.com(Senior Partner Support Lead - North & South America)

Gokul - gokul.kd@zohocorp.com(US)

Steve - srivats.n@zohocorp.com(Canada)

3rd Level

Partner Support Manager

Danny - daniel.p@zohocorp.com(Manager - Partner Support)

4th level

Partner Account Manager

Matt - matt.lackey@zohocorp.com(East)

Connor - connor.a@zohocorp.com(West)

Diana - diana.c@zohocorp.com(Central)

Kevin - kevin@zohocorp.com(Canada)

1st Level

Contact the Partner Support Escalation department, at

2nd Level

Regional Partner Support Lead

Deepak - deepak.b@zohocorp.com(Senior Partner Support Lead - North & South America)

Stephen - stephen.devaraj@zohocorp.com(LATAM)

3rd Level

Partner Support Manager

Danny - daniel.p@zohocorp.com(Manager - Partner Support)

4th level

Partner Account Manager

1st Level

Contact the Partner Support Escalation department, at

2nd Level

Regional Partner Support Lead

Deepak - deepak.b@zohocorp.com(Senior Partner Support Lead - North & South America)

Stephen - stephen.devaraj@zohocorp.com(Brazil)

3rd Level

Partner Support Manager

Danny - daniel.p@zohocorp.com(Manager - Partner Support)

4th level

Partner Account Manager

Kathe Sallum - katherine.sallum@zohocorp.com(Brazil)

Priority Support -
Large User Accounts

Zoho Partner Support is introducing a new offering that provides dedicated assistance to the Large User Accounts of our partner companies. Our Key Partner Accounts can now be efficiently managed through our Partner Support Help Center.

The offer of Priority Support for Large User Accounts through Zoho Partner Support provides considerable benefits to customers. This service guarantees prompt and effective assistance for accounts with a higher number of user licenses. It is especially advantageous for Large User Accounts that heavily depend on email communication and cannot tolerate any delays in resolving their problems.

RegionNumber of User LicensesEligibility for Priority Support
ANZ≥ 50Yes
APAC & JAPAN≥ 50Yes
INDIA≥ 100Yes
MEA≥ 60Yes
EUROPE & UK≥ 60Yes
US & LATAM≥ 70Yes
Canada & Brazil≥ 50Yes

Frequently Asked Questions

How do we determine whether a Customer Account should be classified as a Key Account or a Large User Account?​​

Classifying by user licenses.

When does an Account get classified as a Large User Customer Account?​

When the number of user licenses exceeds 60 for the Europe and the UK region, and then reaches 100 licenses or as displayed below for the rest of the world according to the current analysis.​

How does Zoho internally validate Large User Customer Account?​​

We are confirming this by checking the SuperAdmin Email Address or the Customer Domain of each Large User Customer Account. We will cross-verify this information with their Zoho Services Subscriptions using our in-house automation.​

Partner Support Offerings

Services OfferedAuthorisedAdvancedPremium
Support Hours24*524*524*5
Partner Support Commitment

YesAs per Partner Support WorkingHours

YesAs per Partner Support WorkingHours

YesAs per Partner Support WorkingHours

Priority Support for Large User AccountsYesYesYes
Chat SupportNoYesYes
Phone SupportNoYesYes
Partner Success Manager Calls & POCNoYesYes
Critical Issue DashboardYesYesYes
Partner Support Help Center WidgetYesYesYes