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 Type	Description
   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 Question	This form should be used for reporting help and data requests for the TV Platform/MRM suite of products
   MRM - Non-Troubleshooting Question	This form should be used for all other TV Platform/MRM suite questions
   Integration QA	This 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 player
   Player Profile Request	This 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 Mapping	This form is for provisioning buyer seats in our programmatic products
   Brand Curation	This form is for inquiries regarding the assignment of domains and creatives to brands, advertisers and industries
   SFX - General	This form is for general inquiries for our SFX and Digital Full Stack products
   DSP - General	This form is for requests arising from our Demand-Side Platform partners
   Strata/OneStrata EMEA/APAC	This form is for Adazzle and OneStrata inquiries in our EMEA and APAC regions. For the Americas, see the Strata and OneStrata section below
   Beeswax - Reporting Question	This form should be used for reporting help and data requests for the Beeswax suite of products
   Beeswax - Troubleshooting Question	This form should be used for troubleshooting for the Beeswax suite of products
   Beeswax - Change Request	This form should be used for modifications and change requests for the Beeswax suite of products
   Beeswax - General Question	This form should be used for all other Beeswax suite inquiries

3. From the request form, complete the fields listed 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. TV Platform (MRM) and OneStrata Ticket Priority Levels Level Description 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 Level Description Low (P4) General questions, configuration changes, UX/UI or documentation requests Normal (P3) Non-critical service outage or blocking issue: Segment upload delays, reporting discrepancies, questions impacting live work Major (P2) Localized critical-service outage: serving for a portion of campaigns is down, reporting is inaccessible Critical (P1) Bidder-wide critical-service outage: all serving is down, UI is inaccessible for multiple users
   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.

   
   

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