Customer support handbook
Contact Customer Support
If there's a problem that you can't solve with training resources or online help, we've got global customer support to help you. Customer support is available during regular business hours in your region. After-hours coverage is available for high-priority issues such as system outages.
We also provide phone support for some of our customers. If your network is covered, you can call during regular business hours or leave a voice message at other times. If phone support is not available for your network, you can still contact customer support by email.
Email and phone numbers
Email customer support at firstname.lastname@example.org.
After hours, on weekends, and on holidays, please contact customer support by email. Toll-free numbers can only be dialed from within each country.
|Location||Toll-free phone number||Hours available|
|Australia||1800 029 793, option 4||9am - 6pm AEST, Monday - Friday|
|France||0805981024||9.30am - 6.30pm, Monday - Friday|
|Germany||08006270305||9.30am - 6.30pm, Monday - Friday|
|Italy||800089773||9.30am - 6.30pm, Monday - Friday|
|New Zealand||0800545540, option 4||11am - 8pm NZST, Monday - Friday|
|Spain||900901503||9.30am - 6.30pm, Monday - Friday|
|United Kingdom||08000260368||8.30am - 5.30pm, Monday - Friday|
|US and Canada||877.376.3278, option 6||9am - 9pm EST/EDT, Monday - Friday|
All of the hours in the preceding table are in the local country's time zone.
How we respond
Each request sent to support is assigned a priority level based on the type of the issue reported. This priority level is unrelated to the business impact of a given issue; rather, it is a reflection of the technical classification of the problem. In order to triage support requests and respond as effectively as possible, we have target response times for each priority.
The support team's ability to address an issue depends upon prompt responses from clients to requests for more information. If we do not receive the necessary troubleshooting information and can't proceed with the investigation, we may close your support ticket; you can always get back to us later once you are able to provide the requested information.
If an issue is urgent, please let the support team know. However, you should always set priorities according to the criteria below, not based on urgency, since inaccurately prioritized issues have to be reprioritized and rerouted, resulting in a slower overall response time.
|Priority||Use it when...||Estimated response time||Target resolution|
|P5||You have a product enhancement request.||2 business days||N/A|
|You have general questions about the product.||1 business day||5 business days|
|P3||You are experiencing a problem with the functionality of the product, such as ads not delivering, tagging issues, reporting discrepancies, difficulty signing in, UI errors, etc.||1 business day||4 business days|
|P2||Major product features are not functioning for all users and computers at your organization.||
4 business hours
|1 business day|
The product is inaccessible for all users at your company, or ad serving is not working for all ads in your network or account.
For P1 requests that are made outside of business hours in your region, support is generally available in English only.
When you submit a P1 request, members of the global support teams are paged immediately, even in the middle of the night. Since erroneous P1 submissions will be downgraded to their appropriate support priority level and receive attention accordingly, you should only submit a P1 request if your issue meets the P1 criteria described above.
|2 hours||Priority reduced to P2 within 12 hours|
Please check the service-level agreement (SLA) in your signed agreement or consult with your customer support representative for more information on relevant response times. The times listed above might differ from those contained in your contract.
After-hours coverage is provided whenever the customer support centers in your region are closed, including overnight, weekends, and regional holidays. When your regional support centers are closed, we'll respond to Priority 1 (P1) issues only. A P1 issue means that the product is completely inaccessible due to an outage or that there's a major disruption in ad serving. Sign-in and password recovery issues are not considered P1. The response time for P1 issues is two hours.
Keep in mind that customer support and management will be paged for all P1 issues. Please be kind to your support team by limiting your use of after-hours P1 issues to serious matters only.
|US/Canada||New Year's Day
Martin Luther King, Jr. Day
(All holidays are for Argentina)
|New Year's Day
Day of Remembrance for Truth and Justice Veteran's Day
First National Government Day
José de San Martín Day
Day of Respect to Cultural Diversity (formerly Columbus Day)
National Sovereignty Day
New Year's Eve
|New Year's Day
Founding of São Paolo
Carnival and Ash Wednesday (multiple days)
Constitutionalist Revolution Day
Our Lady of Aparecida
Day of the Dead
Proclamation of the Republic Day
Black Awareness Day
New Year's Eve
|New Year's Day
Labour Day (New South Wales)
|Asia||New Year's Day
National Day (China)
|Europe, Middle East, and Africa (EMEA)||New Year's Day