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Announcing Improved Prioritization for LiveRamp Community portal Cases (5/1/20)

We’ve added a “Priority” field to the LiveRamp Community portal case creation process. Now support cases will be prioritized based on your input and address your most important requests sooner than lower-priority issues.

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Follow the breakdown in the following table to assign the correct priority to your case:

Caution

Make sure to properly categorize each case. Without accurate input our team will not be able to properly prioritize your requests. We will be reviewing the priority assigned to each case and adjusting as necessary if the priority assigned doesn’t align with the priority definitions listed below.

Note

Over the coming months, we will be setting concrete expectations surrounding the service levels you can expect for each priority level. For the time being, rest assured that we will be prioritizing issues submitted based on the priority of the issue. If you have any questions on the above, don’t hesitate to reach out to your CSM.

Priority Level

Definition

Additional Definitions for Activation and Measurement Enablement Workflows

Additional Definitions for Issues with Connect, LiveRamp Tags, or LiveRamp APIs

Urgent

Feature is broken where major functionality is impacted, and no workaround exists.

Data needed for a campaign or analysis in the next 24 hours is not present in platform, was sent to LiveRamp, and attempted to be configured for distribution >24 hours ago

Customer cannot access a real-time system and no workarounds exist for the issue

High

Feature is partially working, with medium-to-low impact of functionality. A short term workaround exists but is not scalable.

  • Data needed for a campaign or analysis in the next 1-3 days is not present in platform, was sent to LR and attempted to be configured for distribution >24 hours ago

  • Data needed for a campaign or analysis in the next 24 hours is only partially present in the platform

Real-time system is impacted intermittently or a short term workaround exists for the issue

Medium

Feature is mostly working. Acceptable workaround available.

Note: This is the highest priority a Task case type should be assigned

Data needed for a campaign or analysis 3 or more days from now is only partially present in the platform

Real-time system is impacted occasionally or a workaround exists for the issue

Low

  • Minor or documentation-related issues

  • Integration and enhancement requests that are not time-sensitive.

Integration Change Request

  • Cosmetic UI Issues

  • Product Feature Request

For full instructions on creating a case, see "Using the LiveRamp Community Portal."

In this section: