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
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 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