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Sales

 
CRM

Comprehensive CRM platform for customer-facing teams.

CRM
 
Bigin

Simple CRM for small businesses moving from spreadsheets.

Bigin
 
Forms

Build online forms for every business need.

Forms
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Sign

Digital signature app for businesses.

Sign
 
RouteIQ

Comprehensive sales map visualization and optimal route planning solution.

RouteIQ
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Suites
CRM Plus

Unified platform to deliver top-notch customer experience.

CRM Plus

Marketing

 
Social

All-in-one social media management software.

Social
 
Campaigns

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

Campaigns
 
Forms

Build online forms for every business need.

Forms
 
Survey

Design surveys to reach and interact with your audience.

Survey
 
Sites

Online website builder with extensive customisation options.

Sites
 
PageSense

Website conversion optimization and personalisation platform.

PageSense
 
Backstage

End-to-end event management software.

Backstage
 
Webinar

Webinar platform for webcasting online webinars.

Webinar
 
Marketing Automation

All-in-one marketing automation software.

Marketing Automation
 
LandingPage

Smart landing page builder to increase conversion rates

LandingPage
 
Publish

Manage all your local business listings on a single platform.

Publish
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Sign

Digital signature app for businesses.

Sign
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
NEW
LeadChain

Sync, manage, and convert leads across channels seamlessly.

LeadChain
 
NEW
CommunitySpaces

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

CommunitySpaces
 
Suites
Marketing Plus

Unified marketing platform for marketing teams.

Marketing Plus

Commerce and POS

 
Commerce

eCommerce platform to manage and market your online store.

Commerce

Service

 
Desk

Helpdesk software to deliver great customer support.

Desk
 
Assist

Remote support and unattended remote access software.

Assist
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
FSM

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

FSM
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Suites
Service Plus

Unified platform for customer service and support teams.

Service Plus

Finance

 
Books

Powerful accounting platform for growing businesses.

Books
 
FREE
Invoice

100% Free invoicing solution.

Invoice
 
Expense

Effortless expense reporting platform.

Expense
 
Inventory

Powerful stock management and inventory control software.

Inventory
 
Billing

End-to-end billing solution for your business.

Billing
 
Checkout

Collect payments online with custom branded pages.

Checkout
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Practice

Practice management software for accounting firms.

Practice
 
Sign

Digital signature app for businesses.

Sign
 
Commerce

eCommerce platform to manage and market your online store.

Commerce
 
Suites
Finance Plus

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

Finance Plus

Email and Collaboration

 
Mail

Secure email service for teams of all sizes.

Mail
 
Meeting

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

Meeting
 
Writer

Word processor for focused writing and discussions.

Writer
 
Sheet

Spreadsheet software for collaborative teams.

Sheet
 
Show

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

Show
 
Notebook

Beautiful home for all your notes.

Notebook
 
Cliq

Stay in touch with teams no matter where you are.

Cliq
 
Connect

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

Connect
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
TeamInbox

Shared inboxes for teams.

TeamInbox
 
WorkDrive

Online file management for teams.

WorkDrive
 
Sign

Digital signature app for businesses.

Sign
 
Office Suite

Powerful collaborative work platform for teams.

Office Suite
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
Calendar

Online business calendar to manage events and schedule appointments.

Calendar
 
Learn

Knowledge and learning management platform.

Learn
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
ToDo

Collaborative task management for individuals and teams.

ToDo
 
Tables

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

Tables
 
FREE
PDF Editor

Collaborative online PDF editing tool.

PDF Editor
 
Suites
Workplace

Application suite built to improve team productivity and collaboration.

Workplace

Human Resources

 
People

Organize, automate, and simplify your HR processes.

People
 
Recruit

Intuitive recruiting platform built to provide hiring solutions.

Recruit
 
Expense

Effortless expense reporting platform.

Expense
 
Workerly

Manage temporary staffing with an employee scheduling solution.

Workerly
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Shifts

Employee scheduling and time tracking app.

Shifts
 
Sign

Digital signature app for businesses.

Sign
 
Suites
People Plus

Comprehensive HR platform for seamless employee experiences.

People Plus

Security and IT Management

 
Creator

Build custom apps to simplify business processes.

Creator
 
Directory

Workforce identity and access management solution for cloud businesses.

Directory
 
FREE
OneAuth

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

OneAuth
 
Vault

Online password manager for teams.

Vault
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Toolkit

Complete resource for any admin-related lookup queries.

Toolkit
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
Assist

Remote support and unattended remote access software.

Assist
 
QEngine

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

QEngine
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA

BI and Analytics

 
Analytics

Modern self-service BI and analytics platform.

Analytics
 
Embedded BI

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

Embedded BI
 
DataPrep

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

DataPrep
 
NEW
IoT

Harnessing IoT analytics for real-time operational intelligence.

IoT

Project Management

 
Projects

Manage, track, and collaborate on projects with teams.

Projects
 
Sprints

Planning and tracking tool for scrum teams.

Sprints
 
BugTracker

Automatic bug tracking software for managing bugs.

BugTracker
 
Solo

The all-in-one toolkit for solopreneurs.

Solo

Developer Platforms

 
Creator

Build custom apps to simplify business processes.

Creator
 
Flow

Automate business workflows by creating smart integrations.

Flow
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
QEngine

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

QEngine
 
Tables

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

Tables
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA
 
NEW
Apptics

Application analytics for all apps.

Apptics
 
Embedded BI

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

Embedded BI
 
NEW
IoT

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

IoT
 
DataPrep

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

DataPrep

IoT

 
NEW
IoT

Low-code IoT platform and solutions for connected businesses.

IoT

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CRM Plus

Unified platform to deliver top-notch customer experience.

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CRM Plus
 
Service Plus

Unified platform for customer service and support teams.

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Service Plus
 
Finance Plus

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

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Finance Plus
 
People Plus

Comprehensive HR platform for seamless employee experiences.

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People Plus
 
Workplace

Application suite built to improve team productivity and collaboration.

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Workplace
 
Marketing Plus

Unified marketing platform for marketing teams.

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Marketing Plus
 
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.

TRY ZOHO ONE
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.

EXPLORE MARKETPLACE
Marketplace
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Partner Operations

The Partner Operations team provides assistance for all non-technical issues that a Zoho Partner or their customers may encounter during their partnership or product lifecycle.

THE PAGE INCLUDES:

What we offer

The Partner Operations team is equipped to help you with all your non-technical issues.

Subscription Management

Subscription Management

For assistance with activating customer subscriptions, license renewals, pricing, add-ons, plan downgrade or upgrade, and the like.

Partner Store

Partner Store

For any questions regarding your Partner Store; accessibility issues, Store profile updates, projects or case study uploads and approvals.

The Partner Portal

The Partner Portal

To resolve Partner Portal accessibility issues, access management, and questions or suggestions about the available Partner resources.

Customer Management

Customer Management

For help with customer mapping, customer un-tagging, and partner disassociation requests.

Partner Earnings

Partner Earnings

For answers to questions regarding Partner commission %, attached invoices, and commission payout follow-ups.

Complimentary and Demo accounts

Complimentary and Demo accounts

For assistance with setting up complimentary and demo accounts, any clarifications about the number of accounts, and so on.

Partner Tier Updates

Partner Tier Updates

For clarifications concerning the annual tier evaluation process, final Partner value score, tier assignment, or the related evaluation criteria.

Partner Profile update

Partner Profile update

For clarifications regarding your Partner profile, profile updates, company name changes, and similar requests.

Customer Reviews

Customer Reviews

For any questions regarding the customer reviews section on the Partner profile or concerns over new ones.

Reselling access

Reselling access

To enquire about reselling opportunities for additional Zoho products, requests to enable reselling access, and follow-ups.

Zoho Partner Operations Commitment

Each incoming ticket is classified and prioritized based on the criteria mentioned below, the severity of the request, and the Partner’s tier level.

NOTES

The Operations team is available to work on your queries 24/5. We do not work on the weekends except for specific critical cases. The time mentioned below only refers to working business days.

Basic (‌how-to) requests will be treated less urgently and dealt with as per the Zoho Partner Operations Commitment. Partners are requested to handle such basic how-to requests on their own to help our team prioritize more critical requests that could impact a customer business.

At any point in time, if too many basic requests are sent from the same partner, the Operations team will notify the corresponding Partner Account Manager to suggest ways to upskill their product expertise to be able to handle such requests independently.

Zoho Partner Operations Commitment
SEVERITY LEVEL
ACKNOWLEDGEMENT
(FIRST RESPONSE TIME)
PROBLEM DETERMINATION
OR SOLUTION
1
 6–12 hours
 8–16 hours
2
 12–18 hours
 24–48 hours
3
 18–24 hours
 2–3 days

Severity levels

The different severity levels are designed to indicate the level, extent, and impact of a problem on a customer and their business. Assigning a severity level to each query helps us determine the resources to be allocated to resolving the issue, resolution timeframe, and the escalation matrix.

Severity level 1

A show-stopper issue that can cause significant impact on the Partner or customer business will be classified as severity 1. For example, an account cancellation request from a customer or issues accessing the Partner Portal or Partner Store.

Severity level 2

Any issue that has moderate to low impact on the customer or partner business will be tagged under severity 2.

Severity level 3

A basic, how-to query that has little to no business impact on the customer or Partner will be classified as severity 3. For example, customer mapping queries, Mail Control Panel access queries, and Partner account renewal requests.

OTHER DEFINITIONS

Acknowledgement (First response time):

Average time that an agent requires to provide an initial response to a query or ticket.

Problem determination (Average response time):

Average time before subsequent follow-up messages.

Resolution time (Time taken to resolve a query):

Average time taken to resolve a problem based on its impact and complexity, as determined by the relevant teams.

Best Practices

Providing timely support for all Partners is our top priority, and the Operations team is committed to clarifying any questions or concerns you might have as a Partner. However, we’ve found that many support requests involve basic how-to questions that can be easily solved without having to await our response.

The information below will help you determine whether you can solve the issue on your own or need the Operations team to intervene.

Subscription management

As a Partner, you are expected to provide first-level support to all your Zoho customers. This includes, but is not limited to, activating and managing a customer’s Zoho subscription, user management (adding and removing users), and Zoho plan management (plan upgrade or downgrade requests). Most questions about the customer’s subscription management can be quickly resolved through the Partner Store. Refer to the Store user guide for more information.

Commission process

Once you initiate your commission payout process and upload relevant invoices for each entity, the entire amount should reach your linked bank account within 15–20 business days. Please bear in mind that the 15–20 day mark is calculated from the date when the relevant invoice is uploaded.

Payment method

As a Partner, you have the right to select the payment method—as agreed with the customer—for software license purchases. If the purchase is made under the reseller card, all invoices will be sent to you, and you will need to reach out to the customer with payment reminders before the date of renewal. Kindly note that Zoho will not interfere in this instance, and the Operations team will not reach out to the customers directly to collect any dues.

Customer disassociation and Partner switching

Customers may reach out directly to Zoho requesting to be disassociated from the Partner that they are tagged to. In such cases, the Partner Operations team will validate the request with the customer and send a disassociation confirmation email to the relevant Partner. As a Partner, you are encouraged to respond within 24–48 hours with the confirmation. Otherwise, the Operations team will proceed with the disassociation request based on the customer’s confirmation.

Zoho engagement

As a Zoho Partner, your active participation on the Zoho Partner Connect network and regular contact with your Partner Account Manager is essential to build and maintain positive relationships within the Partner community. You are encouraged to follow Zoho blogs, status pages, and the Partner Program’s social media handles to stay on top of the latest updates and get notified about downtime or outages.

Partner Operations Escalation Management

The Partner Operations escalation management process ensures you have the means to call additional attention to a problem. While our team is committed to providing exceptional support to all our Partners, there might be instances where you need to escalate your case to ensure a satisfactory resolution.

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

Partner Operations Escalation Management

When should an escalation be initiated?

If you have worked through the standard processes with our team and you are not satisfied with the quality of service you received, you can escalate your case accordingly. Please note that an escalation should be initiated only when there is a tangible impact on business operations for you or your customers.

Here are a few instances when you could initiate an escalation:
  • You are facing a major problem with a large business impact and it is taking too long to isolate the cause.
  • The issue resolution time exceeds or threatens to exceed the SLA timeframe.
  • You are not satisfied with the severity level assigned to your request, and you believe the solution provided does not resolve your problem.

Escalation levels

  • ANZ
  • APAC and Japan
  • India
  • MEA
  • Americas
  • UK and EU
First level:
Contact the Partner Escalations Department

partner-escalation@zohocorp.com

Second level:
Nethin R, Manager - Global Partner Operations

nethin.r@zohocorp.com

First level(UK and EU):
Contact the Partner Escalations Department

partner-escalation@eu.zohocorp.com

Second level(UK and EU):
Nethin R, Manager - Global Partner Operations

nethin.r@eu.zohocorp.com

Know your Partner Account Manager
APAC and Japan:

Vick Silva - vick.silva@zohocorp.com [APAC]

Jin san - jin.nakazawa@zohocorp.com [JAPAN]

Akira san - akira.nakai@zohocorp.com [JAPAN]

India:

Preetam Chougule - preetam.cj@zohocorp.com

Americas

East: Matt Lackey - matt.lackey@zohocorp.com

West: Connor Anderson - connor.a@zohocorp.com

Central: Diana Cruz - diana.c@zohocorp.com

Canada: Kevin - kevin@zohocorp.com

Brazil: Katherine - katherine.sallum@zohocorp.com

LATAM: Edwin - edwin.trejo@zohocorp.com

UK and EU:

Benelux and 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,   Czech,   Slovakia,   Hungary,   Turkey,   Cyprus,   Greece,   Slovenia,   Russia,   Belarus,   Ukraine,   Georgia,   Azerbaijan,   Armenia

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

Regional partner operations DRI

ANZ AND APAC:
Sukanya

Sukanya

sukanya.sm@zohocorp.com
INDIA AND MEA:
Manisha

Manisha

manisha.mm@zohocorp.com
NORTH AND SOUTH AMERICA:
Sharan

Sharan

sharan.dsp@zohocorp.com