Vistar Global Support SLA

Amanda Ardalan

November 11, 2022 16:12

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: 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.
High	Business impacted but ad and content delivery not impacted: Unable to pull reports	Within 24 hours	At least 1x per day until resolved
Normal	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
Low	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)

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