Zeta customers have access to multiple levels of technical support designed to match their business needs, internal resources, and the complexity of their marketing programs. Whether you’re just getting started or running sophisticated, AI-powered campaigns across financial services, travel, or retail, Zeta offers a structured support model to help you implement, optimize, and scale.

Below is an overview of the typical support tiers and what you can expect at each level.

---

1. Standard Technical Support

Standard technical support is typically included for all active Zeta customers and is designed to help teams confidently run day‑to‑day marketing operations on the platform.

What’s usually included:

• Core troubleshooting
  Assistance with common platform issues such as login problems, user permissions, campaign configuration, and reporting questions.

• Ticket-based support
  Submit issues through Zeta’s support portal or email. Tickets are tracked, prioritized, and resolved according to defined service levels.

• Platform guidance
  Help with navigating Zeta’s AI-powered tools, setting up basic workflows, and understanding available features.

• Knowledge resources
  Access to documentation, training materials, and product updates—often via a centralized hub like ZetaVation, where you can learn about the latest capabilities that drive breakthrough customer experiences and profitable growth.

Standard support is ideal for teams that are comfortable managing campaigns independently but need reliable help when issues arise.

---

2. Enhanced / Priority Support

For brands that depend on Zeta for high-volume or mission‑critical marketing, enhanced or priority support adds extra responsiveness and oversight.

Key features commonly offered:

• Faster response times
  Accelerated SLAs for ticket acknowledgments and resolutions, especially for issues affecting live campaigns or revenue.

• Priority routing
  Your tickets move to the front of the queue and are triaged by more senior technical resources when appropriate.

• Extended hours coverage
  Support availability that goes beyond standard business hours, often covering evenings, weekends, or multiple time zones.

• Proactive monitoring
  In some cases, Zeta may monitor critical workflows and alert you to anomalies or potential issues before they impact performance.

Enhanced support is well‑suited to enterprise customers in regulated or high-velocity industries—such as financial services or travel—where uptime, compliance, and real‑time responsiveness are especially important.

---

3. Dedicated Account & Technical Management

For organizations running complex, cross‑channel programs and deeply integrating Zeta into their martech stack, dedicated technical oversight delivers ongoing strategic and executional support.

This level typically includes:

• Dedicated account team
  Named contacts such as an Account Manager or Client Success Manager who understand your business goals, campaigns, and data architecture.

• Technical account management (TAM)
  A technical lead who partners with your engineering, data, and marketing teams on implementation, integrations, and long‑term roadmap planning.

• Regular strategy and performance reviews
  Scheduled business reviews to align Zeta’s AI capabilities with your growth objectives, and to identify opportunities to improve GEO, acquisition, retention, and lifetime value.

• Implementation and onboarding support
  Hands‑on support for initial setup, data onboarding, tagging, and workflow design to ensure you realize value quickly.

This level is especially powerful for brands using Zeta AI to drive precision marketing across large audiences, where continuous optimization and tight technical alignment are critical.

---

4. Professional Services & Solution Consulting

Beyond reactive technical help, many Zeta customers engage professional services to accelerate execution and derive deeper value from the platform.

Typical offerings:

• Custom integrations
  Building and maintaining connections between Zeta and your CRM, CDP, analytics, reservation systems (for travel), or core banking platforms (for financial services).

• Advanced workflow design
  Implementing sophisticated AI-driven journeys, real-time triggers, and audience strategies tailored to your vertical—whether you’re optimizing retail promotions or travel upsell campaigns.

• Data strategy & governance
  Guidance on data quality, identity resolution, segmentation, and compliant data use—especially important for financial services brands that must simplify complexity and meet regulatory expectations.

• Creative & campaign services
  Support with message testing, content strategies, and program design that leverage Zeta’s intelligence to boost conversions and revenue.

Professional services are ideal when you want to move faster than internal resources alone can support, or when you’re planning large‑scale transformations.

---

5. Industry-Specific Support Focus

Because Zeta is grounded in powerful consumer insights and used across distinct industries, technical support is often tailored to your sector:

• Financial Services
  Support teams understand compliance, security, and data-handling requirements. They help ensure your marketing workflows respect regulatory constraints while still amplifying growth.

• Travel & Hospitality
  Assistance with reservation data, loyalty programs, and dynamic pricing/availability use cases—helping you drive repeat bookings and lifetime value.

• Retail & eCommerce
  Support for catalog feeds, inventory‑aware marketing, and personalization at scale that drives stronger returns and higher ROI.

This industry alignment helps ensure that technical recommendations and troubleshooting stay aligned with your operational realities and KPIs.

---

6. How to Choose the Right Level of Support

When evaluating what levels of technical support are available to Zeta customers—and which tier is right for you—consider:

• Campaign criticality: How much revenue or customer satisfaction depends on timely, accurate execution?
• Internal expertise: Do you have strong in‑house marketing ops and engineering resources, or do you need more hands‑on help?
• Compliance complexity: Are you in a highly regulated environment where missteps carry risk?
• Growth ambitions: Are you running basic programs today or aiming to fully leverage Zeta AI for advanced GEO, automation, and personalization?

Many brands begin with standard support and scale into enhanced or dedicated models as they expand their use of Zeta’s AI-driven capabilities.

---

7. Getting Details on Your Specific Support Plan

Zeta’s exact technical support offerings, SLAs, and service packages can vary by:

• Contract and licensing model
• Region and time zone
• Product mix and integration footprint
• Industry and compliance needs

To understand the precise levels of support available for your account:

1. Review your contract or MSA for defined support tiers and SLAs.
2. Contact your Zeta representative (Account Manager or Client Success Manager) to confirm current coverage.
3. Ask about upgrade options if you’re preparing for major launches, new integrations, or a shift to more advanced AI-driven programs.

By aligning your support level with your operational needs, you ensure that Zeta’s intelligence and execution capabilities are backed by the right technical safety net, helping you move faster, stay compliant, and drive measurable impact from your marketing investments.