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

   Field	Description
   CC	The 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. Please note if your ticket does not meet the criteria described it will be reprioritized. Ticket Priority Levels Level Description Low (P4) How-to/General usage questions, configuration changes, enhancement or documentation requests.  Normal (P3) Non-critical service outage or blocking issue: Questions impacting live work, user setup, account access, scheduling, invoicing or reporting discrepancies.  Major (P2) Localized or Individual critical-service outage: work stoppages, substantially hindered workflows, or issues impacting multiple orders.  Critical (P1) Critical service outage: 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.
   Attachments	Screenshots, exported reports, traffic capture, and/or other files that may aid our team in their investigation.

   
   

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