When you raise a support ticket with Data Stack, we ask that you prioritize your concern using Google's 4 defined issue priority levels.
P1 - Critical. Your reports are not showing data, or the interface is unavailable to multiple users.
P2 - High. Data collection and reporting are working, but other functions are not. P2 is also used when you have difficulty accessing your account.
P3 - Standard functionality issues.
P4 - Minor issues with your system. Product enhancement or feature requests.
For an Optimize 360 support request, the following information is required, which will enable Data Stack to act quickly:
- Account ID
- Container ID
- Experiment ID
- URL of the page in question
- Is this an issue in the visual editor or a runtime problem with a started experiment?
- How it’s (mis)behaving
- What the expected behavior is
- Any relevant screenshots
We also encourage you to review our Troubleshooting summary, and provide any/all additional information based on that diligence.
Resources:
Official Google Optimize Community forum
Troubleshooting: How to Share pictures of your Screen
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