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Subject
Choose a subject that will be as descriptive as possible for the issue you are facing.
Description
Please describe more about your problem in the ticket Request description.
1. What is the name of your Service Provider and its GUID?
2. What is the name of your Content Provider and its GUID?
3. What is the name of your Program and its GUID?
4. What is the name of your Asset and its GUID?
5. Provide your A Number/s
6. Provide your B Number/s
Cross out ‘NO’ where you see an issue. You can also write more information about the issue.
7. Are you able to log in to the portal? YES/NO
[Provide more information]
8. Are you able to create a user? YES/NO
[Provide more information]
9. Are you able to create or amend a Content Provider? YES/NO
[Provide more information]
10. Are you able to create or amend a program? YES/NO
[Provide more information]
11. Are you able to create or amend an asset? YES/NO
[Provide more information]
12. Are you able to add marketing materials to an asset? YES/NO
[Provide more information]
13. Are you able to add or amend A numbers? YES/NO
[Provide more information]
14. Are you able to add or amend B numbers? YES/NO
[Provide more information]
15. Are you able to send pushes to iOS? YES/NO
[Provide more information]
16. Are you able to send pushes to Android? YES/NO
[Provide more information]
17. Was the contact created on a device? YES/NO
[Provide more information]
Priority
Choose the right Priority according to the issue you are facing. You can choose from the following list of priorities:
| Low | This Severity Level is intended for change requests for custom enhancements or product enhancements. The Client ticket will include requirements for requested changes and business impact to, Content Providers, Distribution Partners, and End Users. These requests will typically be handled via change management. |
| Normal | This Severity Level applies to an incident that is not Urgent or High or has no impact on Engage-enabled production calls. |
| High |
This Severity Level applies when any of the following conditions are met with respect to Engage:
• recent modifications cause the CDN or Client’s interface with Engage to operate in a way that is materially different from those described in the SOW or from release documentation. |
| Urgent | This Severity Level applies when there is a system-wide outage of the CDN or the Engage service without a Workaround |
Product Information
Choose the right product from the menu list
Attachments
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When you are done and provided all important information, click the 'Submit' button.