Troubleshooting and Support SLA - Our team is available 24/7

Troubleshooting and Support

We are here to answer any concerns or questions you may have.

Upon receiving a support request, Click4, at its sole discretion, will asign a priority level to the request. Each Priority Level has target and required response times. Click4 maintains the right to upgrade or downgrade Priority Levels.

Click4 sets a target response time to each Priority Level, which we aim to achieve in normal circumstances; however, due to a high volume of requests during the COVID - 19 pandemic we can not guarantee to respond within the required response time.

Click4 may, at its sole discretion, reasonably determine that the Resolution to the Support Request relates to functionality not currently supported by its applications. In such circumstances, Click4 is under no obligation to provide a Resolution to the Support Request. We may offer any applicable work-arounds that may assist.

A Priority Level is assigned by Click4 to ensure that the issue receives a suitable response. The Priority Levels used are:

1. Urgent – Click4 may assign this level where there has been a critical service failure and the issue affects your use of the service.
2. High – Click4 may assign this level where there has been a critical function failure.
3. Normal – Click4 may assign this level where there have been problems affecting the efficiency of use, and where work-arounds may have been effective.
4. Low – Click4 may assign this level where a customer requests information relating to the service, but the it is working as expected.

Responce Times: 

Urgent - Target: 5 hours Requested wait time: 24 hours

High - Target: 8 hours Requested wait time: 24 hours

Normal - Target: 10 hours Requested wait time: 36 hours

Low - Target: 12 hours Requested wait time: 48 hours

Our team is available 24/7 for Urgent and High priority issues and strives to respond within 24 hours or less. To submit a ticket, please follow this link

CLICK4 SUPPORT

• For questions related to Click4  and connecting to your Zoom account 
• Email: support@click4.co.il | 24 hrs a day, 7 days a week. Emails are normally returned same day, usually within 24 hours.

ZOOM SUPPORT

• For questions related to usage of Zoom software and troubleshooting video issues:
• Visit Zoom Support Homepage

Support Hours are 24/7 for Urgent and High Level Tickets and during Click4 normal office hours being from 8am to 8pm Monday through Friday for Normal to Low level tickets.