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Overview

FreeWheel's Support Portal is used to:

  • Request technical support for FreeWheel's platforms, including TV Platform / MRM (all users), Beeswax (all users), and OneStrata / Strata  (EMEA and APAC users only). For OneStrata / Strata US users: click here. 
  • Sign up to receive notifications about FreeWheel (TV Platform / MRM) system updates, product release information, and office closures
Info

Requests for technical assistance are handled by Freewheel Support during your local business hours, Monday to Friday, or 24/7 for high or urgent priority inquiries for most products. Support requests are addressed by Support Engineers, who are product experts that can directly address or escalate issues to appropriate specialists within FreeWheel as necessary.

Before submitting a request, check the Freewheel Hub or FreeWheel's API documentation for information that may help answer your question(s). For questions of a non-technical nature, please reach out to your FreeWheel account team.

Accessing the Support Portal

Accessing the FreeWheel Support Portal requires a username/e-mail address and password.

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Please note that the Support Portal login credentials are the same ones used to access the FreeWheel Hub, but are different from what is used to access your FreeWheel product. Access to these logins are typically initiated or provided by your account management team.

  1. Go to https://support.freewheel.tv/
  2. From the authentication page (pictured below), select the Client_Login authentication system dropdown, select or unselect Remember Me (optional), and click Continue.
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    From the sign on page, enter your FreeWheel Support Portal username and password, and click Sign In.Sign in using the appropriate company e-mail address and password. 
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titleForgot Password?

For a forgotten FreeWheel Support Portal/Hub password, visit https://forgotpass.freewheel.tv/ 


Note

FreeWheel Support Portal passwords expire every 180 days. All users will be emailed a reset password link after 165, 170, 175 days. To reactivate expired accounts, contact your FreeWheel account management team.


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Submitting a Support Request 

To submit a support request, please complete the request form with as much detail as possible. Doing so provides FreeWheel's support engineers with the information they need to investigate the first time; with minimal delay for follow-up.

  1. From the FreeWheel Support Portal, click Submit a Request to access the "Submit a request" page.

  2. From the "Submit a Request" page, select the appropriate request type from the dropdown. This will assign your request to the correct ticket queue:

    Request TypeDescription 

    MRM - Non-Reporting Misbehavior

    This form should be used to ask questions about the performance of, for example, a specific campaign, placement, MRM2MRM rule, or programmatic deal

    MRM - Reporting QuestionThis form should be used for reporting help and data requests for the TV Platform/MRM suite of productsMRM - Non-Troubleshooting QuestionThis form should be used for all other TV Platform/MRM suite questionsIntegration QAThis form should be used if you completed the Integration QA form and are ready for the Video Integration team to review a new or modified playerPlayer Profile RequestThis form should be used if you have completed a Player Profile Request form and are ready for the Video Integration team to configure the requested Player Profile(s)Buyer Seat MappingThis form is for provisioning buyer seats in our programmatic productsBrand CurationThis form is for inquiries regarding the assignment of domains and creatives to brands, advertisers and industriesSFX - GeneralThis form is for general inquiries for our SFX and Digital Full Stack productsDSP - GeneralThis form is for requests arising from our Demand-Side Platform partnersStrata/OneStrata EMEA/APACThis form is for Adazzle and OneStrata inquiries in our EMEA and APAC regions. For the Americas, see the Strata and OneStrata section belowBeeswax - Reporting QuestionThis form should be used for reporting help and data requests for the Beeswax suite of productsBeeswax - Troubleshooting QuestionThis form should be used for troubleshooting for the Beeswax suite of productsBeeswax - Change RequestThis form should be used for modifications and change requests for the Beeswax suite of productsBeeswax - General QuestionThis form should be used for all other Beeswax suite inquiries

    From the request form, complete the fields listed drop down to complete the request form below. Required fields are marked with a red asterisk (*).


FieldDescription
CCThe option to include additional email addresses, which are CC'ed when FreeWheel responds to the ticket
Subject*
  • Subject lines are very valuable in how tickets are managed and triaged as they are readily visible in the support interface.
  • Stating the urgency and key issue of your ticket clearly in the subject line of the ticket assists with ticket management. If you have a particular deadline, this will also help FreeWheel's prioritization.
Description*

A detailed description of the request or issue. If applicable, please include:

  • The network ID, PX name, Buzz Key or other relevant identifier.
  • Relevant campaign, deal, rule, placement or other IDs

Information specific to the issue, such as:

  • Test webpage URL or test app link
  • For data clarifications or analyses, please include the source data and an explanation on the origin of the source data
  • Brower(s) and version(s) where the issue last appeared
  • Impact to your business

Other useful information to include:

  • When did you first notice the problem?
  • What recent changes have been made?
  • Is it restricted to one campaign, etc., or multiple objects?
  • What similarities do those objects have?

One of the best questions to ask when submitting ticket is, "What is the problem you are trying to solve?" Answering this question at the very beginning of your support ticket will help contextualize the issue and ensure FreeWheel answers it as comprehensively as possible.

Example: rather than asking if a particular function is supported, or what the purpose of a function is, ask how you can accomplish a specific end goal.

Priority*

Assign a priority level to your ticket from one of the options below.

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Please note if your ticket does not meet the criteria described it will be reprioritized.

TV Platform (MRM) and OneStrata LevelDescription
Low (P4)
General


Ticket Priority Levels

LevelDescription
Low (P4)
Informational, questions about upcoming features or functionality, documentation requests, etc.Normal (P3)Issues relating to live campaigns, questions about functionality that affects live work.High (P2)An issue affecting multiple campaigns, non-essential service outage, etc.
Extremely Urgent (P1)
All ad serving is down, significant system malfunctions, MRM UI is inaccessible, etc. These issues are rare.

Beeswax Ticket Priority Levels

How-to/General usage questions, configuration changes,

UX/UI

enhancement or documentation requests. 

Normal (P3)

Non-critical service outage or blocking issue:

Segment upload delays, reporting discrepancies, questions impacting live work

Questions impacting live work, user setup, account access, scheduling, invoicing or reporting discrepancies. 

Major (P2)

Localized or Individual critical-service outage:

serving for a portion of campaigns is down, reporting is inaccessible

work stoppages, substantially hindered workflows, or issues impacting multiple orders. 

Critical (P1)
Bidder-wide critical-

Critical service outage:

all serving is down,

UI is inaccessible for multiple users, or company-wide performance issues. 


Other Data to Include

Different forms may include requests for other information. For instance, in mapping a buyer seat FreeWheel will want to know the seat, DSP, and buyer. For reporting requests FreeWheel will need to know what the business case and use is for the report, so the support engineer can tune it according to your business needs.
AttachmentsScreenshots, exported reports, traffic capture, and/or other files that may aid our team in their investigation.

  1. Click Submit. An email confirmation with then be sent to the email address associated with your FreeWheel Support Portal profile.

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Viewing and Managing Requests

From the FreeWheel Support Portal, you can review submitted requests which you have been grated access to. See more about this below. 

  1. Click your profile icon, click your username to access the dropdown and select My activities.
     

  2. From "My activities," click Requests to view either "My Requests" (i.e., requests you have submitted), "Requests I'm CC'd on," or, if granted permission, "Organization requests" (i.e., all requests submitted by your company and/or "Follow" your company's requests).

Escalating a Request

For concerns about a ticket and to request escalation, some tips include the following:

  • Convey priority:  The best results can be obtained by ensuring the urgency is communicated in the ticket
  • Ask for an escalation in the ticket: If a ticket isn’t going in the proper direction, communicate this in the ticket:
    • Restate the issue and focus the question on what needs addressing
    • Ask for an escalation/review on the ticket

  • Leverage your account manager: Your account management team is also able to help with issues requiring escalation. Please use this sparingly.

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Subscribing to Service Notifications

TV Platform (MRM) and Strata

Service notifications, through the Support Portal, are a way to stay informed about FreeWheel system updates, product release information, and office closures. You can opt-in to service notifications from the following sections topics: 

  • FreeWheel Release Information and Product Updates
  • System Updates
  • General Announcements
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FreeWheel recommends joining System Updates, which are used to announce any unplanned incidents.

To subscribe to service notifications:

  1. From the Support Portal homepage, select a section topic. In the example below, the System Updates section will be is selected.

  2. From the selected topic, click Follow and select New articlesArticles from the dropdown.
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  3. You will see a confirmation notification at the top of the page.

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Once subscribed, section topics with new articles will be e-mailed from noreply@Freewheel.zendesk.com. Please check your spam folder to ensure messages are not lost.

Beeswax

  1. Navigate to https://status.beeswax.com/ and from the top right corner click Subscribe to Updates
  2. Choose how to receive notifications (via email, text, Slack notifications) if there are any platform-wide issues or scheduled maintenance events
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Alerts are automatically displayed in the UI when live as well

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Strata Suite, including OneStrata (US)

InfoFor EMEA (Europe, the Middle East, and Africa) and APAC (Asia-Pacific) users of OneStrata or Strata, support tickets are managed in the Freewheel Support Portalas described in the sections above. 

For U.S. users of OneStrata and Strata, support help is managed through the Strata Support Portal (http://support.gotostrata.com/). Access to this resource is provided by your FreeWheel account team. 

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Use the Strata Support Portal to send questions, issue details, and screenshots directly to FreeWheel's client service team.  The more details you include, the easier it will be to resolve the issue.  Once the ticket is submitted an email will be sent with a Case ID to track updates through "My Cases."  FreeWheel's client service team will reach out with a resolution or request further questions, if needed.

In addition to managing support tickets, the Strata Support Portal also provides access to Adazzle (Strata) help documentation. These help articles can either be accessed through the knowledge base dropdown menu or by using the search bar. 

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The OneStrata User Guide is located within the FreeWheel Hub, and not within the Strata Support Portal. 



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