Log in
Log in to the Customer Experience site at any time for your support needs. |
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| √ | Simple one-time sign-up |
| √ | Access FAQs, training documentation, and eLearning videos |
| √ | Submit and review tickets |
| √ | Subscribe to system notifications and release notes |
| √ | View system availability (within the Technical tile) |
Email us
Send an email to your Customer Experience team by visiting the Customer Experience contacts page to view a full list of direct-to-team emails as well as our coverage hours of operation.
Track a ticket
After you chat with support, a ticket is created.
Ticket status |
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| Open | The ticket is open and either with our CX staff, or pending with our product/development team. |
| Awaiting your reply | Mediaocean requires information or confirmation from the ticket requestor. |
| Fixed - pending RCA | Issue has been mitigated and a viable workaround has been provided. Mediaocean is actively working on Root Cause Analysis. |
| Solved | The ticket has been resolved. |
Update ticket details
Enter additional information for your ticket, directly in the ticket, by accessing the ticket from the My activities section.
- Copy additional people by adding their email address in the Add emails
- Enter the additional details, and any attachments, and Submit
Check out resolution type definitions
Support resolution |
Description | |
Recommendation/explanation |
Action required (by client) | A change to the data within the platform was required by the end user. |
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Alternate workflow provided |
Mediaocean Customer Experience provided an alternate workflow to mitigate the reported issue. | |
| System functionality explained | Field or functionality defined by Mediaocean Customer Experience. | |
Record/Profile set up |
New record (by client) |
A new record or profile, typically managed by the client, must be added. |
| Record added/changed (by Mediaocean CX/Implementation) |
A field or record that is only editable by Mediaocean was changed. *May require data maintenance approval from client. |
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Record added/changed (by Account Management) |
A field or data set configuration that is managed by Mediaocean Account Management was changed. *May require data maintenance approval from client. |
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Defect |
Code fix |
This indicates a deployment of new code to the Mediaocean platform to mitigate the reported issue. |
| Data fix/patch |
This indicates a change or patch to existing data was executed by Mediaocean. |
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Redirect |
Enhancement request (managed by Account Management) |
Account Manager will reach out to end-user to discuss a functionality enhancement. |
| Other (managed by Account Management) |
Account Manager will reach out to end-user regarding their request (e.g., report design, workflow exploration, etc) |
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| Existing record change (managed by Client) |
Records maintained on the client side (e.g., User security) must be changed to mitigate issue. |
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| External system (managed by Third Party) |
A change is required by an integrated Third Party system (e.g., Integrated Ad Server setting) to mitigate issue. |
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Technical |
Reported issue was caused by a technical issue that impacted the Mediaocean platform. |
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Auto-solved |
No response from user |
User failed to respond to CX and the ticket was auto-solved. |
Duplicate |
The requester has opened multiple tickets on the same issue. |
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Professional services definitions |
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| On-site support | Ticket to track onsite support session. |
| Configuration request | User's issue resolution required a configuration change or client requested a configuration change post-implementation. For use with Global plans only. |
Training definitions |
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| Training completed | Indicates the requested training was completed. |
| Training cancelled | Indicates the requested training was cancelled. |
| Utilized eLearning | User was directed to Mediaocean Learning centre for eLearning and training collateral. |
Learning resources
On the Customer Experience home page, click the appropriate product tile to view resources for each platform workflow. Helpful resources include:
- Articles
- eLearning videos
- Customized playlists
- Release notes
- CX documentation & FAQs
Click the appropriate product tile to view resources for each platform workflow.
Follow a section
You can follow articles and sections, such as release notes, to keep up-to-date with the latest information from Mediaocean Customer Experience.
Navigate to a section that you would like to receive updates for, and click Follow.
You'll receive an email whenever an article has been updated or added to a section that you follow.
To stop receiving updates for a given section, click Unfollow.
Have questions? Visit the Support Contacts and Hours page.
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