Vistar Global Support SLA


Email support is available within the following regions and times by emailing 

  • North America - Monday-Friday from 9am - 9pm EST
  • Europe, Middle East, Africa - Monday-Friday from 9am-9pm EST
  • Latin America - Monday-Friday from 9am-9pm EST
  • Asia-Pacific - Monday-Friday from 9am - 7pm AEST

The speed of response will depend on the priority of the issue: 


Priority Description w/examples

Confirm receipt

Communication Cadence


Time sensitive, major business impact:

  • large cortex or ad serving outage
  • screens showing incorrect content
  • certain asset types not working 
  • unable to launch, pause or edit campaigns
  • Users unable to access the platform

Within 1.5 hours

At least 2x per day until resolved 

Vistar will join calls as necessary to discuss the problem, workarounds and solutions.


Business impacted but ad and content delivery not impacted:

  • Unable to pull reports 

Within 24 hours

At least 1x per day until resolved 


Business not impacted, Vistar agrees this should be addressed

  • Unable to edit line item targeting in bulk, can still edit individually
  • Can’t upload new POI set through UI, but engineering can upload on the backend
  • Improvement that would lead to significant time savings

Within 48 hours

At least 1x per week until resolved 


Preferential feature requests that do not impact business in a material way

  • Move pagination arrows to the left in the reporting table 

Within 72 hours

Vistar will provide updates as they are available (e.g. work is backlogged, work is scheduled, work is in progress, work is complete)



Vistar is closed on the following holidays in all markets. On these days, the Vistar support team is only available for urgent priority requests.

  • Christmas Eve - December 24th
  • Christmas Day - December 25th
  • New Year’s Eve - December 30th 
  • New Year's Day - January 1st

Cortex Player Support

Vistar only supports player versions that are 1 year old. Anything older is not supported and we recommend updating your players to the latest version to resolve any software issues. Vistar will not release bug fixes for player versions that are older than 1 year. 


How To Submit A Support Request

We encourage our partners to use our available resources to troubleshoot issues prior to reaching out to All media owners have access to the following resources: 

If you are unable to resolve the issue, please contact To help provide fast and efficient support, clients must include the following information: 

  • Clear explanation of the issue 
    • What are you trying to accomplish
    • What is not working 
    • What troubleshooting steps did you complete
  • Helpful reports, screenshots and/or screen recordings 
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