Skip to content
  • There are no suggestions because the search field is empty.

Choozle Support Resources

Choozle offers a variety of different support options, from Choozle Academy to our Customer Portal with access to Technical Support, and our new customer agent, Atlas.

GUIDE:

Choozle Academy

Choozle Academy provides a great 45-minute overview of the platform and will give you a strong foundation of its functionality.  We strongly recommend completing Choozle Academy prior to the setup call in order to maximize the amount of time available on the call to discuss campaign strategy.

To access Choozle Academy:

  1. Hover over Hi [Name] in the top right corner of your screen and select Choozle Academy in the drop-down menu.
    Screen Shot 2023-03-31 at 3.25.16 PM
  2. Scroll down to view all available courses.
  3. There, you can start on Choozle 101 and work your way through the Basics of Programmatic and your Pre-launch Check List.

The Customer Portal

For answering questions, assistance on a campaign, or getting quick help from a live person here at Choozle, you can easily access the Customer Portal and log a ticket with the team directly from the Knowledge Base.  

To access the Customer Portal:

  1. Click on the Customer Portal link in the top right corner of the page.
  2. From the subsequent page, search for solutions based on topic or click the File a Support ticket link to submit a ticket with our support team.

 

For Technical Support 

For any technical issues, platform errors, or other technical support needs, your ticket will be routed to the Choozle Technical Operations (Tech Ops) team via the Customer Portal.  Tech Ops is a team dedicated to solve your issues and reduce any frustrations you may have. Tech Ops works directly with the Choozle engineering team to help prioritize platform fixes.  

To reduce time to resolution, follow these ticket submission best practices:

  • Provide details of the steps you took previous to receiving the error/encountered the issue

  • Note the severity of your issue for the team and if urgent (see below)

  • Provide the email address of the user who experienced the issue

  • Note the date and time of when the issue occurred (estimate is ok)

  • Attach screenshare/video recording of the issue/error

  • Include Advertiser/Campaign/Ad Group/Creative Name as found in the platform

Tech Support SLAs

The Tech Ops team will provide a response and resolution based on these severity guidelines:

  • S1 (HIGH): Revenue currently being lost or at imminent risk of being lost

    • Time to Respond (Initial Response): 2 hours

    • Time to Resolution (unless escalation is needed): 1 business day/24 hours during the business week

  • S2 (MEDIUM): Could become more critical over time, no immediate revenue loss, moderate impact. Most tickets fall under this category

    • Time to Respond (Initial Response): 2 hours

    • Time to Resolution (unless escalation is needed): 1-3 business days during the business week

  • S3 (LOW): Business unit is able to function as normal. Little to no potential for revenue loss. The problem has a low to minimal impact.

    • Time to Respond (Initial Response): 3 hours

    • Time to Resolution (unless escalation is needed): 3-5 business days during the business week

Please note:  If there has been no update from you (our customer) within 3 business days of a request, and we believe the issue has been resolved (we will note this in the ticket), then we will resolve the ticket.  Once an existing ticket is in a ‘Closed’ status, a new ticket is required for any update or new issue. 

*Target Resolution Time does not include any time the ticket is waiting on a partner, engineering fix, or customer response.


Atlas Chat Box 

As Choozle’s newest customer agent, Atlas is trained on our entire knowledge base.

Atlas is now available on all knowledge base (help.choozle.com) pages.

If Atlas is unable to assist or if interaction with a human agent is still preferred, visit the Choozle Customer Portal to file a ticket, and our support team will reach out within one business day.