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Using the LiveRamp Community Portal

Whenever you have a technical support issue (such as an issue with file uploads, distribution troubleshooting, or billing calculations), the LiveRamp Community portal is the place to go to get help.

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Note

  • If you're an end client (a client who buys LiveRamp services from a reseller platform), you do not have access to the LiveRamp Community portal. Contact your reseller platform for technical issues or questions.

  • Cases should be created by the customer, rather than the LiveRamp account team on their behalf.

The portal uses a case management system that enables you to easily create a new case, communicate with the case owner and other team members, and track the progress of open cases.

The portal allows you to perform the following actions:

  • Create a new case

  • Perform other case actions, such as:

    • Viewing all open cases

    • Updating case information

    • Creating a new message for an existing case

    • Sharing a case with a partner's users

  • View your accounts (if you have multiple LiveRamp accounts)

  • View and participate in forums related to your LiveRamp products

  • Search across LiveRamp help content, forum discussions, Community articles, and your company’s support cases

  • Access LiveRamp University training courses on various topics

  • View upcoming events of interest, including LiveRamp events

Note

For information on our first response time SLAs, see the “Set the Case Priority” section of this article.

For more information on the features of the LiveRamp Community portal, see the Community articles in the portal.

When you log into your LiveRamp application (such as Connect or Safe Haven), we automatically log you into the LiveRamp Community portal. For that reason, the portal is accessed through your LiveRamp application.

You can access the portal from any page in Connect by clicking the Help icon, and then selecting "LiveRamp Community."

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You can also access the portal from the application Welcome page by clicking the "Go To LiveRamp Community" tile.

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The first time you access the LiveRamp Community portal, you will need to accept our Terms & Conditions. You will also have a chance to update your profile information and your forum notification settings.

When you're finished using the portal, you can close your browser tab.

Accepting Terms and Updating Initial Settings

The first time you access the LiveRamp Community portal, a popup will appear that will walk you through the steps you need to perform to start accessing the portal.

  1. Once you've read through all of the terms and conditions, check the "I agree to the terms and conditions" check box and then click Let's Go!.

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  2. Make any desired updates to your profile and then click Save & Next:

    • First name

    • Last name

    • Email

    • Nickname (the name that will be displayed as your user name in forums)

    • Profile picture (click Upload Files to upload an image file)

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  3. Make any desired changes to the email notification frequency settings for the forums you're a member of by selecting the Email Notification Frequency dropdown for a particular forum.

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    Choose among the available options:

    • On every post

    • Daily

    • Weekly

    • Never

    Note

    By default, you're enrolled in all of the forums that are associated with the products your company has purchased, as well as general public Community forums. While you can’t remove yourself or other team members from accessing a forum, you can turn off notifications for certain forum groups by setting the notification frequency to "Never".

  4. When you're done changing the forum notification frequency options, click Save & Next.

  5. After you've advanced past the Tour popup, click Complete to close the popup and go to the portal or choose one of the other available options:

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    • View your profile

    • Go to your forums

    • Update your settings

    • Go to LiveRamp University

    • View your badges and points

When creating a new case, use the breakdown in the following table to assign the correct priority to your case in the “Priority” field.

Caution

Make sure to properly categorize each case. Without accurate input, our team will not be able to properly prioritize your requests. We will review the priority of each case and adjust it as needed to align with these priority definitions.

The first response time SLA will vary depending on the support level: Standard, Premier, or Premier Plus. These SLAs are based on business hours, which consist of Monday through Friday from 6 am to 5 pm PST. A business day consists of 11 business hours.

The first response time SLAs given represent our good-faith efforts to respond to your requests promptly. We aim to meet these thresholds for no less than 90% of issues submitted through the TSP.

Priority Level

Definition

Additional Definitions for Onboarding and File-Based Recognition Workflows

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

First Response Time SLA

P1: Urgent

Feature is broken where major functionality is impacted, and no workaround exists. Only available for the "Issue" and "Billing" case reasons.

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

  • Standard: 2 business hours

  • Premier: 1 business hour

  • Premier Plus: 1 business hour

P2: High

Feature is partially working, with medium-to-low impact of functionality. A short term workaround exists but is not scalable. Only available for the "Issue" and "Billing" case reasons.

  • 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.

  • Standard: 4 business hours

  • Premier: 3 business hours

  • Premier Plus: 2 business hours

P3: Medium

Feature is mostly working. Acceptable workaround available.

Note: This is the highest priority a "Task" or "Question" case type can 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.

  • Standard: 1 business day

  • Premier: 8 business hours

  • Premier Plus: 6 business hours

P4: Low

  • Minor or documentation-related issues.

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

Integration Change Request

  • Cosmetic UI Issues

  • Product Feature Request

  • Standard: 3 business days

  • Premier: 2 business days

  • Premier Plus: 1 business day

The portal uses a case management system to resolve technical support issues. The first step in getting help is to create a support case. However, before creating a case we recommend first checking to see if you can find an answer more quickly through our other resources:

  • Our help articles (either via searching in the Community portal or the appropriate help documentation site)

  • The appropriate product user forum (either by checking existing discussions or starting a new discussion)

  • Currently open cases for your account

  1. From the LiveRamp Community portal, select the Support tab.

    Create_a_Support_Case-Support_tab.png
  2. If your case reason appears among the Quick Case tiles, click the appropriate tile to take advantage of a case template with most needed info prefilled. Skip ahead to the step on filling out the description.

    Create_a_Support_Case-Quick_Case_tiles.png

    For a list of the quick cases that are currently available, see the "Use Quick Cases" section below.

  3. Further down the page, click OPEN A CASE.

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  4. Select the reason for opening the case by clicking the appropriate tile:

    Create_a_Support_Case-case_reasons.png
    • Billing: For cases where you have an issue regarding your account billing or have a billing question.

    • Question: For cases where you have a question about a LiveRamp product. Examples of questions include "What audience key is configured for my audience?" or "How does segment refresh work?."

    • Task: For cases that require the Support team to perform a single, discrete task. Examples of tasks include changing the precision level of an audience or changing an audience from full refresh to incremental refresh. Other examples include an integration change request or a feature request.

      Note

      Create a separate case for each task.

    • Issue: For cases that involve troubleshooting the use of a product. Examples of issues include uploading a file but not seeing it listed in Connect or having distributed data from Connect but not seeing it in the downstream platform.

  5. Click the appropriate priority level radio button for the case:

    Create_a_Support_Case-priority_levels.png

    Caution

    Make sure to properly categorize each case. Without accurate input, our team will not be able to properly prioritize your requests. We will review the priority of each case and adjust it as needed to align with the priority definitions listed in the “Setting the Case Priority” section.

    Note

    Not all priority levels are available for all case reasons. For Task or Question case reasons, the highest priority level available will be "P3 - Medium".

  6. If you have access to multiple accounts, select the account the case applies to from the Account drop-down list.

    Create_a_Support_Case-account_dropdown.png
  7. Select the product the case relates to from the Product Type drop-down list.

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    • Activation/Onboarding: Cases related to onboarding data to LiveRamp or activating data to a platform (including for Data Marketplace data).

    • ATS: Cases related to our ATS product (which provides an encrypted, persistent, people-based identifier throughout the programmatic supply chain).

    • Data Marketplace: Cases related to the Data Marketplace (LiveRamp's marketplace for third-party data).

    • Identity API - AbiliTec: Cases related to the AbiliTec API, which enables the input of PII and output of AbiliTec IDs (ConsumerLinks, HouseholdLinks, and AddressLinks) and metadata.

    • Identity API - Envelope Decryption: Cases related to the Envelope Decryption API, which enables the input of Identity Envelopes and output of RampIDs.

    • Identity API - RampID Transcoding: Cases related to the RampID Transcoding API (and any related permissioning), which enables the translation of RampIDs to different partner encodings.

    • Identity API - Retrieval: Cases related to the Retrieval API, which enables the input of PII (name+address, email addresses, phone numbers) and output of RampIDs.

    • LiveRamp Advanced TV: Cases related to our Advanced TV product (our self-service tool for TV planning and activation).

    • LiveRamp Safe Haven: Cases related to Safe Haven, including Customer Profiles and the Analytics Environment.

    • Mapping Files: Cases related to mapping files (flat files we deliver to you that contain links between online identifiers and RampIDs).

    • Measurement: Cases that involve our File-Based Recognition workflow (where we replace the input identifiers in files you send us with their associated RampIDs and return the file to your specified location), as well as LiveRamp tags (pixels) used for measurement.

    • Privacy Workflows: Cases related to privacy workflows, including CCPA and GDPR opt-out, subject access, and deletion requests.

    • System Account Management: Cases that involve configurations at the company level, including account migrations, permissions, SFTP configurations, and user management.

    • Wholesale/Linkage Services: Cases for wholesale customers.

    Note

    If the issue relates to the Safe Haven platform, select "Safe Haven" as the product type so that the case is routed to the proper support team. If you are not a Safe Haven customer, do not select the "Safe Haven" product type.

  8. Enter a short subject in the Subject field that is a high-level statement of the issue or request.

    Tip

    As you enter text into the field, the recommended solutions displayed on the right-hand side of the page are updated. Check to see if any of the solutions can solve your issue or resolve your question.

  9. Enter a description of the issue, request, or question in the Description field. Make sure to include all information that might help us address your issue, including:

    • A detailed description of the issue

    • The LiveRamp audience name and the file name, if applicable

    • The steps you went through

    • The result you expected

    • The actual result

    • Information to help us understand the business context and priority for the issue

    Tip

    As you enter text into the field, the recommended solutions displayed on the right-hand side of the page are updated. Check to see if any of the solutions can solve your issue or resolve your question.

  10. From the Select CC Users drop-down list, select any other users on your account to be CC'ed on the case.

    Note

    Users only appear in the drop-down list after they've logged into the LiveRamp Community at least once (by clicking the "Go to LiveRamp Community" tile on the Connect Welcome page, for example).

  11. Upload any files or screenshots that will help us understand your issue by either dropping them in the drop box or clicking Upload Files and then selecting the appropriate file.

    Warning

    Do not upload files that contain PII.

    Note

    Accepted file types for uploaded files are .csv, .doc, .xsl, .pdf, .png, .jpg, .jpeg, .docx, and .doc.

    When the upload has finished processing, click Done.

  12. Click SUBMIT CASE.

The newly-created case opens.

You will receive an email confirmation that your case has been created that includes the case number. You will also receive email notifications for any case updates. You can reply to those emails to update the case, or you can reply via the portal.

By default, a portion of your most recent open cases are displayed on the Support page of the LiveRamp Community portal. This view includes:

  • Case number

  • Date/time opened

  • Subject

  • Status (such as “new”, “assigned”, “in progress”, etc.)

You can also view a portion of the most recent open cases that were created by other team members by selecting the "My team's open cases" tab.

To view all cases, click View All Cases.

This view includes additional fields:

  • Priority

  • Contact name (the name of the user who created the case)

  • Case reason

  • Last modified date

The portal uses “list views” to determine which cases to display. List views are customized, filtered selections of your cases. You can also select additional fields to display for a particular list view. See the “Create a Custom View of Your Cases with List Views” section of this article for more information.

By default, the cases are sorted by status and use the "My Cases" List View. You can switch to a different List View by clicking on the drop-down menu in the upper left, and then selecting the desired List View.

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You can create filtered, custom views of your cases through List Views.

  1. From the Cases page, click the Settings icon to see "List View Controls" and then select "New."

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  2. Enter a name for your list view in the List Name field, choose who will be able to see the list view, and then click Save.

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  3. By default, a new list view is set to filter only your cases. To change this setting:

    1. Click the filter box.

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    2. Select the appropriate option and then click Done.

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  4. To add an additional filter, click the “Add Filter” link to open the filter selector popup.

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  5. Select a field to filter on from the Field drop-down list.

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  6. Select the appropriate operator from the Operator drop-down list.

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    Caution

    Not all operators are appropriate for all field types. For example, operators such as “less than” and “greater than” will only work with fields that contain only numeric values (such as date fields).

  7. Select the desired value or values from the Values drop-down list and then click Done.

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  8. Repeat the previous steps to add any desired additional filters.

  9. By default, the list view displays only cases that match all filters (i.e., cases that match filter 1 AND filter 2 AND filter 3). If you want the list view to display all cases that match at least a subset of the filters, use the Filter Logic feature:

    1. Click the “Add Filter Logic” link.

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    2. In the filter logic popup window, revise the desired logic operators and then click SAVE.

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Once the List View has been created, click the Settings icon to perform a number of actions on the List View.

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To view or update a case, click on the case number (either from the "Cases in progress" list on the Support page or the Cases page).

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The case information opens.

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In the top section, you can see the general case details, including who owns or is managing your case ("Case owner"). You can view and update the case description and subject. if you want to add a file or screenshot to a case, scroll down and click Add Files in the "Files" section.

In the lower section, you can see message and comment history, as well as create a post. In the right-hand section, you can see the CC users or send an email to the case owner.

The case feed for each case contains all of the activity for that case, including status updates, posts, comments, and emails. To more easily find the information you need, the case feed can be sorted. You can also search the case feed for a particular word or phrase.

Note

The case feed can also be filtered, but the majority of the filter options use a "questions" criteria that is not being used in the LiveRamp Community portal. Filtering based on a "questions" criteria will not return any results. The default filter of "All Updates" is the only filter that should be used.

Sorting the Case Feed

You can sort the case feed in the following ways:

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  • By latest posts: Sorting by "Latest Posts" will sort the case feed by posts made most recently by a user.

    Note

    This does not sort the posts by the most recent comment made. An older thread that contains a newer comment would still display below a newer thread.

  • By most recent activity: Sorting by "Most Recent Activity" will sort the case feed by the most recent update on the case.

    Note

    This is the default sorting option, as well as our recommended sorting option.

    Updates include but are not limited to:

    • Posts

    • Comments

    • Change of Case Owner

    • Status Update

  • By oldest posts: Sorting by "Oldest Posts" will show you the first updates made on a case, starting with the case being created.

Searching the Case Feed

You can search the case feed for keywords, updates, and more.

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For example, if you're trying to find a post that included the name of a file you had tried to upload, you could search for that file name.

Once you’ve created a case, you might want to send a message to the assigned LiveRamp case owner (and other team members) with updates or additional questions.

Tip

Need to include someone who doesn't have portal access? Use the Email function (rather than the Post function) to include external parties.

You can send a message to the case owner in either of two ways:

  • Post: Use the Post function to quickly communicate with the case owner when you only need the message to be visible to those with access to your company portal. We recommend sending messages via Post when possible as Posts are easily searchable (using "search this feed").

  • Email: Use the Email function within the portal to communicate with your case owner when you need to include any external parties that do not have access to your company portal.

Tip

Need to attach files or images? Sending messages via email does not allow you to attach files or images. If you need to attach files or images to your message, send the message via post.

  1. To send a message via Post, click into the “Share an update…” field.

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    The Post window expands to give you access to options for:

    • Formatting

    • Inserting images and emoticons

    • Adding links to external URLs

    • Linking in other team members

    • Attaching files

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  2. Create your message.

  3. Click Share.

Your Post message will be displayed in the feed of Posts in the case view and any internal or external team members will be notified.

Send a message to your case owner via email if you need to add in any external or internal parties that do not have access to your company portal.

Caution

Include the case number! The case number is not automatically included when you send a message via email. Make sure to include the case number in the subject line for easy reference.

Once your case has been assigned to a case owner, the option to send messages to the case owner via email is enabled.

  1. Click Send Email.

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  2. To copy internal or external team members, enter their email address in the CC field (separate multiple email addresses with commas).

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  3. Enter a short subject that includes the case number in the Subject field.

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  4. Enter your message in the Body field (formatting options are available via the buttons at the top of the field).

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  5. Click Send Email.

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For accounts that have been enabled with hierarchical sharing (such as agency accounts, where the main company account is linked to a partner’s account), you can share a case with a partner’s users who would not otherwise have access to that case.

Once the case has been shared with those users, they have access to view the case, comment, and send messages.

To share a case:

  1. From within the LiveRamp Community portal, open the case you want to share.

  2. In the Case Share pane, click Share Case.

    Share_Support_Case-Share_Case_button.png
  3. In the Share Case popup, enter the name of the partner user you want to share the case with or select the partner user from the drop-down list.

    Share_Support_Case-user_field.png
  4. Cick Save.

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  5. Repeat the previous steps to add any additional partner users.

The list of the partner users that the case has been shared with appears in the Case Share pane.

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These users are now able to view the case, as well as comment and send messages.

Quick cases allow you to use a template to quickly create support cases for certain issues. Quick cases come pre-populated with the Priority, Product Type, Case Reason, and Subject fields filled in for you. The description field contains a template to prompt you to include the required information for the case.

See the sections below for a list of the quick cases available for different LiveRamp product types, including links to those quick cases.

Onboarding Quick Cases

The following quick cases are available for LiveRamp's Onboarding product:

Measurement Quick Cases

The following quick cases are available for LiveRamp's Measurement (File-Based Recognition) product:

Data Marketplace Quick Cases

The following quick cases are available for LiveRamp's Data Marketplace product: