Channels
| Channel | What for | How |
|---|---|---|
| Portal | The main channel: history, files, statuses, link to your launch | New ticket |
| Telegram | Notifications, quick replies, creating tickets from your phone | Telegram support bot |
| If you don't have portal access yet | support@adaptek.tv |
Priorities and first-response times
| Priority | When to choose | First response |
|---|---|---|
| Critical | Ads or streaming are broken in production, widespread error | within 1 h |
| High | A significant share of inventory isn't monetized, the launch is blocked | within 4 h |
| Normal | Questions, configuration, non-blocking defects | within 24 h |
| Low | Wishes, consultations without urgency | within 72 h |
The deadline is counted from ticket creation and shown on the ticket. If the priority was chosen incorrectly, the team will adjust it.
Ticket lifecycle
- New — the ticket has been received and the team notified.
- In progress — an owner is assigned and working on it.
- Waiting for customer — we need your reply or action. As soon as you reply, the ticket goes back to “In progress”.
- Resolved — we consider the issue solved. If not, just write in the ticket and it reopens.
- Closed — the final state.
What to include in a ticket
The more precise the description, the faster the fix. For typical cases:
- Ads don't show (SSAI): link to the output stream, channel, exact time with time zone, a manifest fragment with markers. See Troubleshooting SSAI.
- AdStart player: the diagnostics file from the player (export button in the diagnostics panel), build number, browser/device. See Player installation — overview.
- GAM / MCM: Network code, ad unit, a sample tag or VAST request, a report screenshot. See GAM 360 · MCM with Adaptek.
- Reconciliation and payouts: period, your report, the discrepancy in numbers. See Payouts, shares and reconciliation.
Tip
Attach screenshots and files directly to the ticket — up to 10 files, 25 MB each. In Telegram you can send a photo or a document with a caption.
Who sees a ticket
A ticket is visible to its author, colleagues from your organization on the portal, and the Adaptek team. Internal team notes are not shown to you.