Digital Ad Ops SLAs

Below are the general standard response and resolution times. These processes may vary, however, depending on the product with regard to Digital Media Services (DMS). For the full breakdown of our SLAs and processes, please click the below to check out our:

- Standard Level Agreement (SLA) Guidelines

- FreshDesk Workflow & New Orders Processes Document

O/O Support Tickets: 

Ticket Submission > Ticket Acknowledgement  – 1-4 business hours (Based on priority level)

Ticket Resolution > User – 24 business hours (3 Days)

•Streaming

•Pre-Roll

•Banners 

•Push Notifications

•Newsletters

•Dedicated E-blast

•Audience Engagement Programs

•Promotion Landing Pages

•Creative

•Web/App Feature or Enhancement Requests – Evaluated, approved/rejected and prioritized as submitted 

The clock does not start until ALL items have been submitted.

O/O Order Tickets: 

Ticket Submission > AdOps > Ticket Acknowledgement  – 1-4 business hours (Based on priority level)

Ticket Resolution > User – 24 business hours (3 Days)

•Streaming

•Pre-Roll

•Banners 

•Push Notifications

•Newsletters

•Dedicated E-blast

•Audience Engagement Programs

•Promotion Landing Pages

•Creative 

*Multi-Market Donor Orders

The clock does not start until ALL items have been submitted.

Digital Marketing Service Tickets:

Needs Assessment (NAF) | Media Plans | Proposal Support: 

New NAF Submission > Ad Ops > Ticket Acknowledgement  – 2 business hours

Proposal Delivery > User – 8 business hours (1 Day / 3 Days – Custom / White Glove Requests)

•Surround Search

•Surround SEO

•Surround Websites

•Surround Display

•Surround Live Chat

•Surround Streaming

•Surround Presence

•Surround Social

•On-Air

•Local Digital O/O

The clock does not start until ALL items have been submitted.

Digital Marketing Service Tickets:

Needs Assessment (NAF) | Media Plans |Proposal Support: 

Budget Request Submission > Ad Ops > Ticket Acknowledgement  – 2 business hours

Budget Delivery > User – 8 business hours (1 Day / 3 Days - Custom Requests)

•Surround Search

•Surround SEO

•Surround Websites

Digital Marketing Service Tickets

Ticket Submission > AdOps > Ticket Acknowledgement  – 1-4 business hours (Based on priority level)

Ticket Resolution > User – 24 business hours (3 Days)

• DMS Orders
• DMS Campaign Updates
• DMS Creative Request
• DMS Credential Request
• DMS Rate Exemption Request
• DMS No-charge order
• DMS Case Study Support

The clock does not start until ALL items have been submitted.