VISTAR GLOBAL SUPPORT
Email support is available within the following regions and times by emailing support@vistarmedia.com:
- 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 |
|
Urgent |
Time sensitive, major business impact:
|
Within 1.5 hours |
At least 2x per day until resolved Vistar will join calls as necessary to discuss the problem, workarounds and solutions. |
High |
Business impacted but ad and content delivery not impacted:
|
Within 24 hours |
At least 1x per day until resolved |
Normal |
Business not impacted, Vistar agrees this should be addressed
|
Within 48 hours |
At least 1x per week until resolved |
Low |
Preferential feature requests that do not impact business in a material way
|
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) |
Holidays
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
How To Submit A Support Request
We encourage our partners to use our available resources to troubleshoot issues prior to reaching out to support@vistarmedia.com. All media owners have access to the following resources:
- Reporting Tools
- Troubleshooting Documentation
If you are unable to resolve the issue, please contact support@vistarmedia.com. 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