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.
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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
platform 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
Support case management).
This table contains some examples of issues you would address to the Support team:
| Issue type | Example(s) |
|---|
| Issues in Equativ’s user interface | User interface crashes after a specific activity |
| Ad delivery issues | Insertion does not deliver its impression volume as expected |
| Report issues | Report contains wrong, seemingly contradicting or insufficient data |
| Creative issues | Creative is not rendered properly or the click-through URL does not work |
| Measurement issues | Impression counting discrepancies between agency ad server and Equativ |
| Deal issues | Deal does not deliver as expected for unclear reasons (needs troubleshooting) |
| Integration issues | Third party code is not working as expected e.g. click counting, viewability etc. |
| Ad quality issues | Fraudulent ads are being delivered |
| Documentation questions | Information in documentation (Help Center) is not clear or is missing |
| Buyer activation | Seat IDs to be added |
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 |
|---|
| Onboarding / migrations | Getting up and running with Equativ’s products: training/e-learning, technical implementation, setup in Equativ’s UI, monitoring |
| 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.) |
| Full network audit | Complete assessment of the Equativ implementation (best practices, suggested improvements etc.):
- Placement tree structure
- Ad tag implementation
- Campaign setup
- Latency benchmarking
- 3rd party integration check (Prebid, TAM, DMPs, CMPs)
- Template versions
- Network settings
|
| RTB optimization | In depth analysis of RTB operations:
- RTB specific technical implementation
- review of business KPIs and rules (Equativ and entire monetization stack)
- in-depth check of SSP configuration, Supply offer, Demand and Quality
|
| Tailor-made/Custom Reporting | Getting raw reporting data which are not leveraged in Equativ’s UI (provided through scheduled reports, FTP data dumps etc.):
- custom reporting data through Equativ’s reporting API
- log-level data
|
| Feature requests | specific, urgent and business critical feature requests can be addressed to the Local Service Teams |
| 3rd party system integrations | Integrating 3rd party systems to Equativ or integrating Equativ to third party systems, e. g. DMPs, CRMs, reporting platforms |
