Case processing

Tracking of tickets

To track your tickets and be able to see or reply to any new comment from the support team, click on My cases, in the upper menu bar in the Client Portal.

Then, a list of all the open cases will be displayed by default:

By clicking on the orange arrow next to “My Open Cases” you will be able to see other lists, like “All Incidents“ or “All Problems“

Click on any case ID to access the case view and see and reply to any message, as well as to add any attachement.Case processingCase processing

Managing the case priority

The priority assigned to a case represents the impact on revenue the case has on your business. You cannot change the priority once the case is saved, but you can add a comment to the case asking for a change of priority and providing a justification. The Support Team prioritizes cases based on the selected priority and based on the service level of the individual customer. To learn more about the actual targets for the first response time and the overall case resolution time, please refer to your contractual Service Level Agreement (SLA) with Nowtilus.

Priority	Description / Impact on revenue
Blocker*	impacts large areas of Nowtilus' service and effectively shuts down essential functionalities – typically due to a major outage of Nowtilus' IT infrastructure; generates significant revenue loss and cannot be mitigated
Critical	has an ongoing impact on a specific functionality and causes a limited revenue loss
Medium	has no direct impact on the ad delivery nor on the revenue because the issue occurred in the past or because it affects a non-critical functionality
Low	has no impact on business capabilities or an effective workaround exists

*Specifics about blocker cases: The Blocker priority is reserved for severe incidents seriously impacting the levels of quality and service for multiple or all of Nowtilus' customers; typically, the root cause is a major outage in Nowtilus' IT infrastructure. To keep an incident in Blocker status, Nowtilus may require that you make a technical contact continuously available to Nowtilus to cooperate efficiently — exchange expert knowledge, perform resolution testing, direct communication to experts on both sides etc. If you are unable to provide such a resource, We may reduce the priority of the incident. Likewise, we may increase a case’s priority to Blocker if the investigation suggests it is justified.

Analyzing the case

The Support Team applies a set of established processes and tools to analyze your case. Your support specialist will work with you to determine the nature of your case, reproduce the problem if required, answer specific questions, provide a temporary solution or workaround etc. Collecting diagnostic information may involve several iterations to isolate the problem and identify the cause. Therefore you may be asked multiple times to provide additional material.

Providing additional material

Your support specialist may ask you to provide additional material such as reports, logs, dumps generated with diagnostic tools and utilities. Your continued assistance with the diagnosis helps to further identify, verify and progress your case toward resolution. To send a file to the Support Team, edit your case and click the “Manage File Attachments” button. With this method, the file transfer is secure (using SSL/https) and has no file size limitations other than browser limitations.