Technical requests to service teams
About technical requests
Technical requests are requests related to the correct functioning and the usage of Equativ’s products. Requests regarding your contract, invoices, pricing etc. are typically not considered as technical and should be addressed to Equativ’s Sales and Key account teams.
Requests to Equativ's Support Team
Equativ's Support Team deals with requests related to the proper functioning of Equativ’s products, as described in Equativ’s documentation. In other words, if you are facing an issue and need assistance, you would address this to the Support team; you must create a case in Equativ’s Client portal (see Create and manage support cases).
This table contains some examples of issues you would address to the Support team:
| Issue type | Example(s) |
|---|---|
| Ad delivery issues | Insertion does not deliver its impression volume as expected |
| Ad quality issues | Fraudulent ads are being delivered |
| Buyer activation | Seat IDs to be added |
| Creative issues | Creative is not rendered properly or the click-through URL does not work |
| Deal issues | Deal does not deliver as expected for unclear reasons (needs troubleshooting) |
| Documentation questions | Information in documentation (Help Center) is not clear or is missing |
| Integration issues | Third party code is not working as expected e.g. click counting, viewability etc. |
| Issues in Equativ’s user interface | User interface crashes after a specific activity |
| Measurement issues | Impression counting discrepancies between agency ad server and Equativ |
| Report issues | Report contains wrong, seemingly contradicting or insufficient data |
Requests to Local Service Teams
Local Service Teams deal with requests related to the usage of Equativ’s products. You can send your requests by e-mail directly to your Local Service Team.
Keep in mind that you may not be entitled to contact the Local Service Team or you may be charged for the services after approval - check the service level agreement in your contract with Equativ for more details.
This table contains some request types you would address to the Local Service Teams:
| Request type | Details |
|---|---|
| 3rd party system integrations | Integrating 3rd party systems to Equativ or integrating Equativ to third party systems, e. g. DMPs, CRMs, reporting platforms |
| Feature requests | specific, urgent and business critical feature requests can be addressed to the Local Service Teams |
| Full network audit |
Complete assessment of the Equativ implementation (best practices, suggested improvements etc.):
|
| Knowledge transfer | Getting trainings on Equativ products, industry trends, hot topics etc. - on site, remote (webinar) or both; trainings can be adapted to specific audiences (expert teams, wider audience etc.) |
| Onboarding / migrations | Getting up and running with Equativ’s products: training/e-learning, technical implementation, setup in Equativ’s UI, monitoring |
| RTB optimization |
In depth analysis of RTB operations:
|
| Tailor-made/Custom Reporting |
Getting raw reporting data which are not leveraged in Equativ’s UI (provided through scheduled reports, FTP data dumps etc.):
|