Create and manage support cases
About support case management
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.
Support scope
Some types of requests are out of the support team's scope and should be addressed to your local service team instead. Such types of requests include the following:
- any solution that is not provided by Equativ
- any of Equativ's solutions that is not used per the product documentation
- any modifications to Equativ's solutions
- any code that is not 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
- consulting services
Case language
As a general rule, you can submit your case in your local language. However, submitting the case in English can speed up the resolution time because the case can be handled by other, international support specialists as well.
Creating a case
If you have problems accessing the Client Portal or logging a case, please contact your Local Service Team for assistance.
Before you create a case, do the following:
- search in the documentation to see if it can help resolving your issue
- check if the support team is the right team to send our request to (see article Technical requests to service teams)
- check if your problem is already known and therefore listed in the Known Error page; this page contains articles about ongoing issues that Equativ has confirmed as such and is planning to fix soon; if applicable, workarounds are provided as well.
To create a case, proceed as follows:
- Sign in on the login page.
- If you are new to the portal, click on Register to obtain an ID and a password.
- Scroll down to the bottom of the page and click on the “Contact Support” button
- Fill out the fields as explained in the table below.
| Field | Description |
|---|---|
| Case Category | select a category to add precision (available options depend on the Type selected previously); example of categories: User management, Creative Templates, Deals, Delivery rules, API account |
| Description |
|
| Domain/Url | if your issue can be observed on a website, provide its domain/URL |
| Emails CC | add one or multiple e-mail addresses to send them a copy of your communication; separate multiple e-mail addresses by a semicolon (“;”). |
| How to reproduce? | if applicable, provide the steps the support person at Equativ needs to perform to reproduce your problem; any relevant information/documentation that may help the support specialist reproduce the issue is greatly appreciated |
| InsertionID / DeaID / CampaignID | if applicable, provide the relevant ID(s) |
| Priority | Choose from the priorities: Blocker, Critical, Medium or Low — for more details about priorities, see section "Managing the case priority" below |
| Subject |
|
| Type | select from the following available types: Setup & Configuration, Insertion setup, Reporting, Forecast, Programmatic, Customer request |
| Upload File | upload a relevant file and attach it to your case; in case of console outputs of the Chrome Developer tools (or a similar tool), provide a screenshot |
Finally, click on Submit to save your case — note the case number on the confirmation page which must be indicated 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
Managing the case priority
The priority assigned to a case represents the impact on revenue the case has on your business. You cannot change the priority once the case is saved, but you can add a comment to the case asking for a change of priority and providing a justification.
Equativ's support team prioritizes cases based on the selected priority and based on the service level of the individual customer. To learn more about the actual targets for the first response time (for new cases) and the overall case resolution time, please refer to your contractual Service Level Agreement (SLA) with Equativ.
| Priority | Description / Impact on revenue | Examples |
|---|---|---|
| Blocker* | impacts large areas of Equativ's service and effectively shuts down essential functionalities – typically due to a major outage of Equativ's IT infrastructure; generates significant revenue loss and cannot be mitigated |
|
| Critical | has an ongoing impact on a specific functionality and causes a limited revenue loss |
|
| Low | has no impact on business capabilities or an effective workaround exists |
|
| Medium | has no direct impact on the ad delivery nor on the revenue 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 seriously impacting the levels of quality and 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 may require that you make a technical contact continuously available to Equativ to cooperate efficiently — exchange expert knowledge, perform resolution testing, direct communication to experts on both sides etc. If you are unable to provide such a resource, Equativ may reduce the priority of the incident. Likewise, Equativ may increase a case’s priority to Blocker if the investigation suggests it is justified.
Analyzing the case
Equativ's support team applies a set of established processes and tools to analyze your case. Your support specialist will work with you to determine the nature of your case, reproduce the problem if required, answer specific questions, provide a temporary solution or workaround etc. Collecting diagnostic information may involve several iterations to isolate the problem and identify the cause. Therefore you may be asked multiple times to provide additional material.
Providing additional material
Your support specialist may 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.
Requesting elevated attention
You can request elevated attention if you feel the need to involve the support specialist’s manager. Proceed as follows:
- edit the case
- click the Raise a Case Concern button located on the right
- fill in your phone number
- select the category of your concern:
- No Solution provided – case has not received any reply from the support team
- Unsatisfied Solution provided – case has an unclear, wrong or unacceptable solution
- Repetitive Tasks – too many tasks or actions to be implemented regarding this case
- Other – any other reason(s) 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 cases
Click on My cases to display a list of your cases with their details: status, history and progress, attachments, priority, contact data etc.
Closing a case
Typically, a case is closed when you and the support specialist agree that a resolution has been reached or when:
- the case conclusion is that the issue is not caused by a solution provided by Equativ
- the case is out of Equativ's support scope, e. g. consulting services; such 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
- you become unavailable to actively work on the case; Equativ will make an attempt after a few days to contact you; if no response is received, the case will be closed
Answering the customer satisfaction survey
To help the support team continue to improve the services, a survey is sent periodically — please consider responding to the survey request. Your time and consideration are greatly appreciated.