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Working With Tech Ops: Notes & SLAs

Working with our Technical Operations Team

For any technical issues, platform errors, or other technical support needs, your ticket may be routed to the Choozle Tech Ops team.  A dedicated team designed 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

 

 

Severity #

Severity Class

Target Resolution Time*

1

High

1 Business Day

2

Medium

1-3 Business Days

3

Low

3-5 Business Days

 

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.