Submit and manage support cases
Overview
You can address incidents to Equativ’s Support Team at any time using the client portal. The incident will be stored as a support case with a case number used to reference the case.
Access
To access Equativ's client portal, log in to the Maestro platform and select the Customer Support tab located at the top right of the page. Alternatively, enter your Maestro login credentials on the Client portal page.
If you have problems accessing the client portal or logging a case, contact your Local Service Team for assistance.
Support scope
Some types of requests are out of the Support Team's scope and should be addressed to your local services team instead, for example:
- Any solution that isn't provided by Equativ.
- Any of Equativ's solutions that aren't used according to the product documentation.
- Any modifications to Equativ's solutions.
- Any code that isn't part of Equativ's solutions, including custom code provided by Equativ's service teams, you, or any third party.
- Problems associated with products running on any unsupported environment.
Case language
As a general rule, you can submit your case in your local language. However, submitting the case in English might speed up resolution time, as it can be handled by international support specialists as well.
Create case
To submit a support request, perform the steps described in this section. Before doing so, make sure you search the documentation to see if it can help resolve your issue.
To create a case, follow these steps:
- Log in to the Maestro platform and select the Customer Support tab located at the top right of the page. Alternatively, enter your Maestro login credentials on the Client portal page.
- Once logged in, you will see three buttons:
- Create a Case: submit a new support case.
- See My Cases: view your submitted cases.
- Read Documentation: explore help articles.
- Click Create a Case, then fill out the fields as explained in the following table.
| Field | Description |
|---|---|
| Subject |
Summarize your request in a meaningful way by mentioning all relevant information. Examples of meaningful subject lines include:
Based on the keywords entered in the Subject field, you will see suggestions under “These articles might be helpful”. Make sure to read these suggestions, as they might help you resolve your issue without needing to create a case. |
| Priority | Choose from the following priorities: Blocker, Critical, Medium, or Low. For more details about priorities, see section Manage case priority. |
| Type | Select from the available types, such as Accounts & User Management, Activation & Mapping Requests, Activation Module. |
| Case Category | Select a category to add precision. The available options depend on the type you selected previously. |
| Description |
Indicate which feature is impacted, for example, Instant Insights, Maestro API, delivery, interface, or deal.
Add a detailed description of your question or request with all relevant information, for example:
Reference all external resources, such as links to dashboards, links to reports, CSV file attachments, PDFs, and screenshots or code snippets from Google Chrome Developer Tools (or similar tools). |
| Deal ID / Campaign ID | If applicable, provide the relevant ID(s). |
| Upload File | Upload a relevant file and attach it to your case. For console outputs from Chrome Developer Tools (or similar tools), provide a screenshot. |
- Click Submit to save your case. Note the case number on the confirmation page, as it must be included in all communications with Equativ's Support Team. A member of Equativ’s Support Team will get back to you as soon as possible.
Case processing
Manage case priority
The priority assigned to a case reflects its impact on your business revenue. You cannot change the priority once the case is saved; however, you can add a comment requesting a change and providing a justification. Equativ's Support Team prioritizes cases based on the selected priority and the customer's individual service level. To learn more about the target response times for new cases and overall resolution times, refer to your contractual Service Level Agreement (SLA) with Equativ.
| Priority | Description / Impact on revenue | Examples |
|---|---|---|
| Blocker* | Typically caused by a major outage of Equativ's infrastructure, a blocker incident affects large areas of the service and effectively disables essential functionalities. If not mitigated, it can result in significant revenue loss. |
|
| Critical | A critical incident has an ongoing impact on a specific functionality and causes a limited revenue loss. |
|
| Low | A low incident has no impact on the business capabilities or has an effective workaround. |
|
| Medium | A medium incident has no direct impact on the ad delivery or the revenue, either because the issue occurred in the past or because it affects a non-critical functionality. |
|
* Specifics about blocker cases: the blocker priority is reserved for severe incidents that significantly impact the quality of service for multiple or all of Equativ's customers. Typically, the root cause is a major outage in Equativ's IT infrastructure. To keep an incident in blocker status, Equativ might require that you provide a technical contact who is continuously available to collaborate—exchanging expert knowledge, performing resolution testing, and enabling direct communication between technical teams. If you are unable to provide such a resource, Equativ might lower the priority of the incident. Conversely, Equativ might raise a case’s priority to blocker if the investigation shows it is justified.
Analyze case
Your support specialist will collaborate with you to gather all relevant details, including understanding the nature of the issue, reproducing the problem if needed, answering specific questions, and providing a temporary solution or workaround when possible.
Collecting diagnostic information might involve several iterations to isolate the problem and identify the cause. Therefore, you might be asked multiple times to provide additional material.
Provide additional material
Your support specialist might ask you to provide additional material such as reports, logs, dumps generated with diagnostic tools, and utilities. Your continued assistance with the diagnosis helps to further identify, verify, and progress your case toward resolution.
To send a file to the Support Team, edit your case and click the Manage File Attachments button. With this method, the file transfer is secure (using SSL/https) and has no file size limitations other than browser limitations.
Request elevated attention
You can request elevated attention if you feel the need to involve the support specialist’s manager. To do that, follow these steps:
- Go to My Cases and open the case that you are concerned about.
- Click the Raise a Case Concern button located on the right.
- Fill in your phone number.
- Select the category of your concern:
- Lack of Reply/Attention: the case hasn't received any reply from the Support Team.
- Lack of Resolution: unsatisfactory solution provided. The case has an unclear, incorrect, or unacceptable resolution.
- Repetitive Tasks: too many tasks or actions to be implemented regarding this case.
- Unclear Resolution: the resolution provided lacks clarity.
- Wrong Reply: the response doesn't address the actual issue.
- Other: any other reason for the concern.
- Add a description of your concern.
- Click Submit. The case owner’s manager will be notified and get back to you in order to mitigate the concern and improve the service.
Browse case
Click My Cases to display a list of your cases with their details, such as status, history and progress, attachments, priority, or contact data.
Close case
Typically, a case is closed when you and the support specialist agree that a resolution has been reached, or when the following applies:
- The case conclusion is that the issue wasn't caused by a solution provided by Equativ.
- The case falls outside Equativ's support scope. For example, consulting service requests should be addressed to the local service team instead.
- You indicate that the case is no longer an issue.
- The case is identified as working as designed.
- If you become unavailable to actively work on the case, Equativ will attempt to contact you after a few days. If no response is received, the case will be closed.
To close a case, select Close Case.
Answer customer satisfaction survey
To help the Support Team improve their services, a survey is sent periodically. Please consider responding to the survey request. Your time and consideration are greatly appreciated.
