Case processing
Overview
This section explains how to track and manage your support cases in the Client Portal. You will learn how to view your cases, communicate with the Support Team, understand case priorities, and provide any additional information needed to help resolve your issues.
Tracking tickets
To track your tickets and view or reply to new comments from the support team, click My Cases in the upper menu bar of the Client Portal.
A list of all open cases will then be displayed by default.
Click the orange arrow next to My Open Cases to view other lists such as All Incidents or All Problems.
Click any case ID to open the case view, where you can read and reply to messages, and add attachments.
Managing case priority
The priority assigned to a case represents the impact on revenue the case has on your business. You cannot change the priority once the case is saved, but you can add a comment to the case asking for a change of priority and providing a justification.
The Support Team prioritizes cases based on the selected priority and based on the service level of the individual customer. To learn more about the actual targets for the first response time and the overall case resolution time, refer to your contractual Service Level Agreement (SLA) with Nowtilus.
| Priority | Description / Impact on revenue |
|---|---|
| Blocker* | Impacts large areas of Nowtilus’ service and effectively shuts down essential functionalities—typically due to a major outage of Nowtilus’ IT infrastructure. Generates significant revenue loss and cannot be mitigated. |
| Critical | Has an ongoing impact on a specific functionality and causes a limited revenue loss. |
| Medium | Has no direct impact on ad delivery or revenue because the issue occurred in the past or affects a non-critical functionality. |
| Low | Has no impact on business capabilities, or an effective workaround exists. |
*Specifics about blocker cases
The Blocker priority is reserved for severe incidents that significantly impact the quality of service for multiple or all of Nowtilus’ customers. Typically, the root cause is a major outage in Nowtilus’ IT infrastructure.
To maintain an incident at Blocker status, Nowtilus might require a technical contact from your side to be continuously available. This ensures efficient cooperation, including exchanging expert knowledge, performing resolution testing, and enabling direct communication between experts on both sides. If you are unable to provide such a resource, Nowtilus might reduce the priority of the incident. Conversely, a case’s priority might be increased to Blocker if the investigation indicates it is justified.
Analyzing the case
The Support Team follows established processes and uses specialized tools to analyze your case. Your support specialist will work with you to determine the nature of the issue, reproduce the problem if necessary, answer specific questions, and provide a temporary solution or workaround.
Collecting diagnostic information might require several iterations to isolate the problem and identify its cause. Therefore, you might be asked multiple times to provide additional information or materials.
Providing additional material
Your support specialist might ask you to provide additional materials, such as reports, logs, or dumps generated by diagnostic tools and utilities. Your cooperation helps further identify, verify, and progress your case toward resolution.
To send a file to the Support Team, edit your case and click the Manage File Attachments button. This method ensures a secure file transfer (using SSL/HTTPS) and has no file size limitations other than those imposed by your browser.