{"__v":0,"_id":"57a82d80ff9bd30e00a6f1c3","category":{"project":"5429beef1163360800ed31fa","version":"5429beef1163360800ed31fd","_id":"57a82c7aff9bd30e00a6f1c1","__v":0,"sync":{"url":"","isSync":false},"reference":false,"createdAt":"2016-08-08T06:53:46.702Z","from_sync":false,"order":10,"slug":"client-support","title":"Client Support"},"parentDoc":null,"project":"5429beef1163360800ed31fa","user":"563b4a20dfa1282b000dd262","version":{"__v":21,"_id":"5429beef1163360800ed31fd","project":"5429beef1163360800ed31fa","createdAt":"2014-09-29T20:19:59.904Z","releaseDate":"2014-09-29T20:19:59.904Z","categories":["5429beef1163360800ed31fe","55e74e1f5d36b32b002563fa","55e7500a73169617001f2e86","55e76b8196131b2f00bf4b72","55e89569cdbb8a350096df9c","55f8935eb089b71700a8364e","55f8a67d3bb4bb0d0022d093","55f9dbefc7ef770d00d9bf6d","5601c21a22ecf60d002b27b3","5601c21ff12aee0d001bb06e","5601c2256c7b610d00280db5","5601c22c22ecf60d002b27b4","5603738d0c78b00d0039af47","5626f70bfcbbc621004ebf52","566f7a1ae144ab0d00e9732f","566f85ca7820960d00c3b93d","56708ce43a32d20d00c45cbf","56708d436995210d003aad8e","5736471abe10a9200030732c","57a82c7aff9bd30e00a6f1c1","591b8500e3992319007190f4"],"is_deprecated":false,"is_hidden":false,"is_beta":false,"is_stable":true,"codename":"","version_clean":"1.0.0","version":"1.0"},"updates":[],"next":{"pages":[],"description":""},"createdAt":"2016-08-08T06:58:08.032Z","link_external":false,"link_url":"","githubsync":"","sync_unique":"","hidden":false,"api":{"results":{"codes":[]},"settings":"","auth":"required","params":[],"url":""},"isReference":false,"order":0,"body":"Have a query or facing issue with our platform? Write to us at **[support:::at:::adsnative.com](mailto:support@adsnative.com)** \n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"How it works?\"\n}\n[/block]\nIf you have a query regarding integration or are facing any issues with our platform, all you have to do is simply email **support@adsnative.com** and our Client Success team will get back to you as soon as possible.\n\nYou can mark the severity of the issues while writing to us, as per the instructions below, and our Client Success team will respond within the timeframe stipulated, as per the severity matrix below.\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Severity Levels\"\n}\n[/block]\n\n[block:parameters]\n{\n  \"data\": {\n    \"h-0\": \"Classification\",\n    \"h-1\": \"Business Impact\",\n    \"h-2\": \"Avg. Response Time\",\n    \"0-0\": \"Severity Level 1 (S1)\",\n    \"0-1\": \"Critical (Being in or verging on a state of crisis or emergency with very wide customer impact resulting in actual or potential loss of revenue)\",\n    \"0-2\": \"1 Hour\",\n    \"1-0\": \"Severity Level 2 (S2)\",\n    \"1-1\": \"Major (Great in importance and scope impacting major business functionality with wide customer impact). For classification, this Severity Level 2 covers issues that are not otherwise covered under Severity Level 1, 3 or 4\",\n    \"1-2\": \"2 Hours\",\n    \"2-0\": \"Severity Level 3 (S3)\",\n    \"2-1\": \"Moderate (lack of functionality for a small portion of the infrastructure or application, with limited impact to customers, which is not reasonably detected by customers as an issue and which does not result in a decline in revenues for the affected website/app)\",\n    \"2-2\": \"1 Day\",\n    \"3-0\": \"Severity Level 4 (S4)\",\n    \"3-1\": \"Small (Information Request)\",\n    \"3-2\": \"3 Days\"\n  },\n  \"cols\": 3,\n  \"rows\": 4\n}\n[/block]\n\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Sample Customer Request\"\n}\n[/block]\nPlease mention Severity Level in the subject of the email as shown below.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/2f9ef0d-Screen_Shot_2016-08-08_at_12.48.51_pm.png\",\n        \"Screen Shot 2016-08-08 at 12.48.51 pm.png\",\n        1080,\n        686,\n        \"#d3d1d1\"\n      ],\n      \"caption\": \"The example shows a Severity Level 1 (S1) issue.\"\n    }\n  ]\n}\n[/block]\nOnce you have written to us, you will receive a notification in reply to your email, as shown below. You can continue to converse with our Client Success team for any additional information or updates.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/f53f549-Screen_Shot_2016-08-08_at_1.04.19_pm.png\",\n        \"Screen Shot 2016-08-08 at 1.04.19 pm.png\",\n        1302,\n        984,\n        \"#dbdbdb\"\n      ],\n      \"caption\": \"Automated e-mail notification generated for your request\"\n    }\n  ]\n}\n[/block]\nSample request for Severity Level 2 (S2) issue.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/3467c42-Screen_Shot_2016-08-08_at_1.10.26_pm.png\",\n        \"Screen Shot 2016-08-08 at 1.10.26 pm.png\",\n        1776,\n        610,\n        \"#3f3f3f\"\n      ],\n      \"caption\": \"Severity Level 2 (S2) issue being reported\"\n    }\n  ]\n}\n[/block]","excerpt":"Instructions to get support on all your queries and issues","slug":"client-support-instructions","type":"basic","title":"Client Support Instructions"}

Client Support Instructions

Instructions to get support on all your queries and issues

Have a query or facing issue with our platform? Write to us at **[support@adsnative.com](mailto:support@adsnative.com)** [block:api-header] { "type": "basic", "title": "How it works?" } [/block] If you have a query regarding integration or are facing any issues with our platform, all you have to do is simply email **support@adsnative.com** and our Client Success team will get back to you as soon as possible. You can mark the severity of the issues while writing to us, as per the instructions below, and our Client Success team will respond within the timeframe stipulated, as per the severity matrix below. [block:api-header] { "type": "basic", "title": "Severity Levels" } [/block] [block:parameters] { "data": { "h-0": "Classification", "h-1": "Business Impact", "h-2": "Avg. Response Time", "0-0": "Severity Level 1 (S1)", "0-1": "Critical (Being in or verging on a state of crisis or emergency with very wide customer impact resulting in actual or potential loss of revenue)", "0-2": "1 Hour", "1-0": "Severity Level 2 (S2)", "1-1": "Major (Great in importance and scope impacting major business functionality with wide customer impact). For classification, this Severity Level 2 covers issues that are not otherwise covered under Severity Level 1, 3 or 4", "1-2": "2 Hours", "2-0": "Severity Level 3 (S3)", "2-1": "Moderate (lack of functionality for a small portion of the infrastructure or application, with limited impact to customers, which is not reasonably detected by customers as an issue and which does not result in a decline in revenues for the affected website/app)", "2-2": "1 Day", "3-0": "Severity Level 4 (S4)", "3-1": "Small (Information Request)", "3-2": "3 Days" }, "cols": 3, "rows": 4 } [/block] [block:api-header] { "type": "basic", "title": "Sample Customer Request" } [/block] Please mention Severity Level in the subject of the email as shown below. [block:image] { "images": [ { "image": [ "https://files.readme.io/2f9ef0d-Screen_Shot_2016-08-08_at_12.48.51_pm.png", "Screen Shot 2016-08-08 at 12.48.51 pm.png", 1080, 686, "#d3d1d1" ], "caption": "The example shows a Severity Level 1 (S1) issue." } ] } [/block] Once you have written to us, you will receive a notification in reply to your email, as shown below. You can continue to converse with our Client Success team for any additional information or updates. [block:image] { "images": [ { "image": [ "https://files.readme.io/f53f549-Screen_Shot_2016-08-08_at_1.04.19_pm.png", "Screen Shot 2016-08-08 at 1.04.19 pm.png", 1302, 984, "#dbdbdb" ], "caption": "Automated e-mail notification generated for your request" } ] } [/block] Sample request for Severity Level 2 (S2) issue. [block:image] { "images": [ { "image": [ "https://files.readme.io/3467c42-Screen_Shot_2016-08-08_at_1.10.26_pm.png", "Screen Shot 2016-08-08 at 1.10.26 pm.png", 1776, 610, "#3f3f3f" ], "caption": "Severity Level 2 (S2) issue being reported" } ] } [/block]