You are here - Help and Support > How do I get help? > Step 1 - Things to Remember

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Issues with software, computers and networks are always frustating no matter the level of severity, but remembering a couple of simple things will help us help you get to a resolution faster and easier.

• The answer to your issue may not be immediately known.

  Computers systems - the OS, all the software application and hardware - combine to form a very complex system. Therefore, diagnosing and resolving a problem is just that, an exercise in diagnostics. Sometimes it takes a number of trial and error attempts to find the right solutions, so you should expect this.

  We take every issue seriously.  In addition, Zoom Developers and Technical Support personnel are very experience and are some of the best in the business so we are able to quickly pare down the list of possible causes of a problem, then systematically eliminate the rest until they arrive at the cause of the problem. However, we are through so this may take some time so please be patient.

• If you end up speaking to a Zoom Technical Support person, remember that they did not cause your problem.

  The Technical Support person is just doing his/her job and is not directly responsible for your problem.  We know that it is frustrating to have a problem and while it might relieve your frustration over the problem by blaming or yelling at the Technical Support person trying to help you - we respectfully ask that you refrain from doing this.  We really do want to help you and will attempt to do so as quickly and efficently as possible.