Using the Technical Support Portal

Whenever you have a technical support issue (such as an issue with file uploads, distribution troubleshooting, or billing calculations), the LiveRamp Technical Support Portal (TSP) 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 Technical Support Portal. Contact your reseller platform for technical issues or questions.

The portal utilizes 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

  • View all open cases

  • Update case information

  • Create a new message for an existing case

  • Share a case with a partner's users

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

Note

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

From the portal, you can also return to Connect or go directly to the LiveRamp Connect documentation site to find answers in our help content.

When you log into your LiveRamp application (such as Connect or Safe Haven), we automatically log you into the Technical Support 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 "Support Portal".

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You can also access the portal from the application home page by clicking the "Go To Support Portal" tile.

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To access the LiveRamp Connect documentation site for Connect help articles and training resources, click the "Knowledge Articles" tile.

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

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

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

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

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

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 utilizes a case management system to resolve technical support issues. The first step in getting help is to create a new case.

Tip

We recommend looking through the currently open cases for your account to see if a case for your issue already exists before opening a new case.

Note

You cannot upload attachments during the case creation process. Once the case has been created, you will be able to upload attachments.

  1. From the portal home page, click Create A New Case.

    TSP home page Create New Case button

    Tip

    Any time you see a Create a New Case button (it appears on several portal pages), you can use that button to create a new case.

  2. Select the account from the Account Name drop-down list.

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  3. Select the product the case relates to from the Product Type drop-down list.

    • AbiliTec: Cases related to the Abilitec API (which returns AbiliTec IDs or IdentityLinks from PII that you send us, usually via API), including questions about the use of the AbiliTec links returned.

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

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

    • ATS: Cases related to our Authenticated Traffic Solution 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).

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

    • Measurement: Cases that involve our File-Based Recognition workflow (where we replace the input identifiers in files you send us with their associated IdentityLinks 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.

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

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

    • Wholesale: Cases for wholesale customers.

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    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.

  4. For product types "Activation/Onboarding", "Measurement", "Data Marketplace", and "Mapping Files", an Integration drop-down list appears:

    • If your issue relates to a particular LiveRamp integration (such as an issue with a distribution to Facebook or an issue with a particular attribution program), select the integration name from the drop-down list.

      Note

      The Integration drop-down list contains our top 50 integrations. If the desired integration does not appear, select "Other" and then select the integration from the Other Integration drop-down list that appears.

    • If your issue does not relate to a particular LiveRamp integration, do not make a selection from the Integration drop-down list.

  5. Select the reason for opening the case from the Case Reason drop-down list:

    • 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.

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

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

    • 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.

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  6. Select the priority level for the case from the Priority drop-down list. See "Setting the Case Priority" section of this article for the criteria for each priority level.

    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.

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    Note

    Not all priority levels are available for all case reasons.

  7. Click Next.

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  8. From the new popup that appears, enter a short subject in the Subject field.

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  9. Enter a description of the issue 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

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  10. Click Next.

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The newly-created case opens. Once the case has been created, you can upload any files or screenshots that will help us understand your issue.

Warning

Do not upload files that contain PII.

You will also receive an email confirmation that your case has been created that includes the case number.

Note

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 recently opened cases are displayed at the bottom of the home page. This view includes:

  • Case number

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

  • Subject

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

To view all your cases, either click the "My Support Cases" tile or scroll down and click the “View All" link located under the case summary.

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This view includes additional fields:

  • Case owner

  • Date/time opened

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 page uses the “Recently Viewed” 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" 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.

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    3. 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 blue case number.

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In the left-side panel, you can see the case number and who owns or is managing your case ("Case owner"). You can view and update case reason and product type. The case description and subject are also there for reference. if you want to add a file to a case, scroll down and select "Add Files" to the "Files" section.

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In the right-side panel, you can see message and comment history, as well as create a post 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 utilized in the Technical Support 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

    • Adding a topic

    • 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 Technical Support Portal, open the case you want to share.

  2. In the Case Share pane, click New.

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  3. In the New Case Share pop-up, enter the name of the partner user you want to share the case with in the User search field.

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  4. From the list that appears, select the desired user and then click Save.

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

Click the link in the Related Contacts area to view the partner users that the case has been shared with.

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

The thread of posts and related comments is visible in panel on the right side of the screen, and can be sorted, searched, and filtered using the various fields and buttons at the top of the feed.

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For more information, see the "Sorting and Searching the Case Feed" section of this article.

To view a history of all email correspondences, click the View All link.

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