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Welcome to the help center for DoubleClick Search, a platform for managing search marketing campaigns.  While the help center is available to the public, access to the DoubleClick Search product is available only to subscribing customers who are signed in. To subscribe or find out more, contact our sales team.

Customer support handbook

Contact customer support

If there's a problem you can't solve with training resources or online help, we've got global customer support to help you. 

During weekdays, the best way to contact customer support is by following these steps:

  1. Click the help icon in the upper right corner.
  2. Under Contact Us at the bottom of the pane, click Live chat.
    Start chat or send email from the DS UI.

A troubleshooting specialist will respond.

Live chat is available 24 hours a day, Monday through Friday, in English.

If you're experiencing a problem on a weekend—or if you prefer email—send an email as described below.

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 support

The best way to email customer support is as follows:

  1. Click the help icon in the upper right corner.
  2. Under Contact Us at the bottom of the pane, click Email.
  3. Fill out the form that appears. Be sure to check the box that includes a screenshot of your current page.

    To highlight important spots in your screenshot, click Highlight and drag your cursor over the relevant areas. You can highlight as many areas as you like. To remove highlighting from an area, hold your cursor over the area and click the x in the upper right corner.

    Your question or comment will automatically include the URL you're on, plus key trafficking details and information about your browser type. You can review all this data before you send your message: just click Included system information.

The screen shot and other information you provide in the form gives the support team a head start in understanding the problem.

You can also email customer support directly at ds-support@google.com.

How we respond to email

Each email 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 levels
Priority Use it when... Estimated response time Target resolution
P5 You have a product enhancement request. 2 business days N/A

P4

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
P1

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
 
Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally an issue needs to be escalated to our engineering team. In such cases, it may take more time to resolve the issue. Your customer support representative will keep you informed throughout the process.

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.
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