ZEAK Labs offers a Monthly Technical Support Package (MTSP) designed to provide consistent, proactive, and priority-based support for clients across all services.
This article outlines what is included in your MTSP and how to get the most from your subscription.
What is the MTSP?
The Monthly Technical Support Package is a subscription-based plan that provides clients with:
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Ongoing access to our support desk
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Priority handling of issues and changes
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Dedicated account management
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Optional 24/7 emergency response depending on tier
What’s Included
All MTSP clients receive:
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Dedicated Account Manager
A named point of contact who understands your business and manages your ongoing needs. -
Ticket-Based Support System
Submit issues, changes, or questions via ZEAK Vortex. All tickets are tracked, prioritised, and resolved according to SLA. -
Monthly Maintenance & Monitoring
Regular health checks, updates, and security maintenance for websites, web apps, or platforms under our care. -
Priority Response Times
Faster turnaround on support tickets, upgrades, or service issues depending on severity. -
Optional 24/7 Support (if included in your plan)
Critical and blocking issues are addressed outside standard business hours, including weekends. -
Discounts on Development Hours
Reduced hourly rates for development, design, or consultancy work that falls outside the support plan.
What’s Not Included
The MTSP does not cover:
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New feature development or full-scale rebuilds
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Branding, marketing, or design work unless part of your agreed scope
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Third-party software licences (unless explicitly stated)
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Hosting fees or domain renewals (unless bundled)
These can be quoted separately and delivered through a defined scope of work.
Checking Your Plan Tier
To check what tier of MTSP you’re on:
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Log into vortex.zeaklabs.com
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Go to Billing > Subscriptions
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Click on your active plan to see your tier, features, and renewal date
For help upgrading or downgrading your package, email support@zeaklabs.com or contact your Account Manager.