What may I do to get the best support?

Owned by Luis Sastre Verzun (Unlicensed)
Last updated: Apr 04, 2019
2 min read

Overview

We try our best to provide stellar support for all of our products, as well as have the knowledge to answer general digital advertising questions with the publisher goals in mind.

Ideally we need enough information to both observe the issue at hand (such as screenshots) and reproduce the issue (with creative or placement IDs).

Additionally, we must be able to reproduce the issue on our side in order to 

Product Support

If you run into issues with any of our products such as console errors, low fill, or interference with your inventory we request the follow to validate, identify, and provide resolution.

Product Configuration Checklist

Before sending any support requests over please make sure that the product in question is configured correctly, some common issues are:

  • Header Wrapper Libraries
    • Incorrect Revenue Share applied client side.
    • Ad Server line item targeting was not configured correctly.
    • Legacy Prebid version in use (we recommend upgrading to the most recent stable Prebid version).
    • Incorrect Placement IDs used for our demand.
  • Javascript Tags
    • Trafficking instructions were not applied.
    • SafeFrames are enabled for a product which does not support it.
  • Inventory
    • If you are using multiple libraries for demand, are we being sent the same inventory as other demand partners?
    • Is there any filtering enabled?
    • How is GDPR used on your site, and what users require consent?

Requested Information

  • The Product you are noticing the issue with.
  • The placement ID of the product from your Boost account.
  • A Screenshot of the issue (if applicable)
  • What is my Browser Output (Send us the link this page outputs)
  • Test Page with the issue occurring for the specific product and placement ID.
  • Console Errors
  • GPT Errors (if any)
  • Browser Version
  • Operating System
  • Internet Connection Speed (Wifi/LAN/3G/etc)
  • A HAR Log of your browser session which includes network requests when you saw the issue. (Web or In-App)
  • If using Server-Side implementations any Stored Configurations or Stored Bidders
  • Any relevant reports for the support request including:
    • Timezone
    • Size
    • Domain
    • Date