--- title: "Client Support and Notifications" canonical: "https://hub.freewheel.tv/space/RCS/114786711/Client%20Support%20and%20Notifications" format: markdown --- Overview FreeWheel's Support Portal is used to: Request technical support for FreeWheel's platforms. Sign up to receive notifications about FreeWheel system updates, product release information, and office closures FreeWheel Support handles technical assistance requests during your local business hours, Monday to Friday, or 24/7 for high-priority or urgent inquiries for most products. Support requests are addressed by Support Engineers, who are product experts who can directly address or escalate issues to appropriate specialists within FreeWheel as necessary. Before submitting a request, check the Knowledge Hub or FreeWheel's API documentation for information that may help answer your question(s). For questions of a non-technical nature, please contact your FreeWheel account team. Accessing the Support Portal Accessing the FreeWheel Support Portal requires a username/e-mail address and password. Please note that the Support Portal login credentials are the same ones used to access the Knowledge Hub , but are different from what is used to access your FreeWheel product. Access to these logins is typically initiated or provided by your account management team. Go to https://support.freewheel.tv/ Sign in using the appropriate company email address and password.  For a forgotten FreeWheel Support Portal/Hub password, visit https://forgotpass.freewheel.tv/   FreeWheel Support Portal passwords expire every 180 days. All users will be emailed a reset password link after 165, 170, and 175 days. To reactivate expired accounts, contact your FreeWheel account management team. 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. From the FreeWheel Support Portal, click Submit a Request to access the "Submit a request" page. 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'd 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 of 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 w hat 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:   Low (P4): How-to/General usage questions, configuration changes, enhancements, 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. C lick Submit. An email confirmation will then be sent to the email address associated with your FreeWheel Support Portal profile.   Viewing and Managing Requests From the FreeWheel Support Portal, you can review submitted requests to which you have been granted access. See more about this below.  Click your profile icon, click your username to access the dropdown, and select My activities .   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 can also help with issues requiring escalation. Please use this sparingly. Subscribing to Service Notifications FreeWheel Streaming Hub and Strata Service notifications through the Support Portal help you stay informed about FreeWheel system updates, product release information, and office closures. You can opt in to service notifications from the following section's topics:  FreeWheel Release Information and Product Updates System Updates General Announcements FreeWheel recommends joining System Updates, which are used to announce any unplanned incidents. To subscribe to service notifications: From the Support Portal homepage, select a section topic. In the example below, the System Updates section is selected. From the selected topic, click Follow  and select New Articles from the dropdown. You will see a confirmation notification at the top of the page. Once subscribed, section topics with new articles will be emailed from noreply@Freewheel.zendesk.com . Please check your spam folder to ensure messages are not lost. Buyer Cloud Navigate to https://freewheel.zendesk.com/ . To receive alerts, please log in to Zendesk and follow  the  guide under  Subscribe to Service Notifications . Alerts are automatically displayed in the UI when live as well