Getting Support for the Morbit Studio Zoom Integration
This article explains how to get help with the Morbit Studio Zoom integration, including how to raise a support case, our support hours, and what to expect in terms of response times.
How to Get Support
Submit a support ticket The fastest way to get help is to raise a support ticket directly via our portal: Submit a support ticket
Email support You can also contact our support team by email: help@morbit.co.uk
Knowledge base Browse our knowledge base for guides, setup instructions, and troubleshooting articles: help.morbit.co.uk
Please note: Morbit Studio does not offer telephone support or live chat at this time.
Support Hours
Our support team is available:
Monday to Friday, 09:00 – 17:00 (UK time, GMT/BST)
We are closed on UK public holidays. Support requests received outside of these hours will be responded to on the next available business day.
Response Times
We classify all support requests by severity. The following response and resolution times apply:
| Severity | Description | First Response | Resolution Target |
|---|---|---|---|
| Severity 1 – Urgent | Complete service outage or critical failure with no workaround | Within 1 hour (24/7/365) | Within 8 hours (24/7/365) |
| Severity 2 – High | Major feature unavailable or significant performance degradation | Within 2 hours (during Service Hours) | Within 4 hours (during Service Hours) |
| Severity 3 – Medium | Partial loss of functionality; workaround available | Within 4 hours (during Service Hours) | Within 12 hours (during Service Hours) |
| Severity 4 – Low | General queries, minor issues, or cosmetic defects | Within 8 hours (during Service Hours) | Next scheduled release (once acceptable workaround in place) |
Service Hours: Monday–Friday, 09:00–17:00 UK time.
Common Zoom Integration Issues
The Zoom integration is not connecting Ensure your Zoom account is on a Business plan or above, and that the Morbit Studio app has been authorised by a Zoom account administrator. See our Zoom Integration Setup Guide for step-by-step instructions.
Room data is not appearing in Morbit Studio Check that the Morbit Studio app has the required permissions in your Zoom Marketplace account. A full list of required scopes and their purpose is available in our Zoom Scope Reference article.
I need to remove the Morbit Studio Zoom integration To remove the integration:
- Sign in to the Zoom App Marketplace
- Click Manage in the top-right corner
- Select Added Apps from the left-hand menu
- Find Morbit Studio and click Remove
- Confirm removal when prompted
Upon removal, all Zoom data associated with your account will be permanently deleted from Morbit Studio's systems within 10 calendar days.
I have a data or privacy query For questions about how Morbit Studio handles your Zoom data, please refer to our Zoom Integration Terms of Use and Privacy Policy, or contact our Data Protection Officer at gdpr@morbit.co.uk.
Service Availability
Morbit Studio targets 99.9% monthly availability. For full details of our service level commitments, including service credits, please refer to your Morbit Studio service agreement.
For all other queries, please submit a support ticket or email help@morbit.co.uk.
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