User and Advertiser Support Policy

Last Updated:Tuesday, 01 October, 2024

At NsAds.in, powered by Nile Spectra, we strive to provide exceptional customer support for our users, advertisers, and publishers. Our support services are designed to help you resolve issues, optimize your campaigns, and ensure a smooth experience with our platform. This User and Advertiser Support Policy explains the types of support we offer, how to reach us, and what you can expect from our team.

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1. Types of Support Offered

We provide a variety of support options to meet the diverse needs of our users and advertisers. These support options include general inquiries, technical support, billing assistance, and campaign optimization advice.

1.1 General Support

• Account Setup Assistance: Support for new users and advertisers in creating and verifying accounts.
• Platform Navigation: Help with finding features, tools, and understanding basic functionality.
• FAQ and Knowledge Base Access: Comprehensive documentation and FAQs available in our Support Portal.

1.2 Technical Support

• Ad Serving Issues: Troubleshooting issues such as ads not appearing, slow ad delivery, or incorrect targeting.
• Tracking and Reporting Issues: Assistance with setting up and troubleshooting tracking pixels, conversion tags, and performance reporting discrepancies.
• Platform Errors: Resolving technical errors encountered within the NsAds.in dashboard or other tools.

1.3 Billing and Payment Support

• Billing Inquiries: Assistance with understanding your invoices, campaign costs, and payment schedules.
• Payment Processing Issues: Help with payment methods, failed transactions, or payment-related account holds.
• Refund Requests: Support for advertisers who need to request refunds due to billing errors or disputes.

1.4 Campaign Optimization Support

• Ad Performance Insights: Analysis of campaign performance and recommendations for improving key metrics such as CTR, conversion rate, and ROI.
• Targeting and Bidding Strategies: Advice on refining targeting options and bidding strategies to maximize ad effectiveness.
• Creative Optimization: Recommendations on improving ad creatives to increase engagement and conversion rates.

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2. Support Channels

We provide multiple support channels to ensure users and advertisers can easily get the help they need.

2.1 Email Support

You can reach our support team by sending an email to [email protected]. We aim to respond to all inquiries within 24 hours.

• General Inquiries: Send general questions, requests for information, or basic troubleshooting issues to our support email.
• Technical Support: For more complex technical issues, please provide detailed descriptions of the problem, screenshots (if applicable), and any error messages you’ve encountered.

2.2 Live Chat

• Availability: Live Chat is available Monday to Friday, 9 AM to 6 PM IST.
• Immediate Assistance: Get fast answers to questions about campaign performance, account settings, or minor technical issues.

2.3 Phone Support

• Phone Support Number: Call us at +91 77 02 546 516 during business hours.
• Priority Support for Premium Users: Premium advertisers and publishers receive priority phone support, including after-hours assistance.

2.4 Support Portal and Knowledge Base

• Knowledge Base: Find answers to common questions about account setup, campaign management, and platform features.
• Tutorials and How-tos: Step-by-step tutorials for creating and optimizing ad campaigns, using reporting tools, and managing payments.
• Support Tickets: If you prefer written communication, you can submit a support ticket through the Support Portal and track the progress of your inquiry.

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3. Support for Advertisers

Our advertiser support services are tailored to meet the needs of advertisers, ranging from campaign management to billing inquiries.

3.1 Advertiser Account Management

• Onboarding Assistance: Account managers guide new advertisers through the account setup process, including choosing the right ad formats, targeting options, and setting budgets.
• Performance Reviews: Regular performance reviews help advertisers track progress and adjust strategies to improve ROI.

3.2 Ad Performance Reports and Insights

• Customized Reports: Our team can create custom reports that focus on specific KPIs such as conversions, engagement, and ad spend.
• Third-party Integration Support: Assistance with integrating third-party tools like Google Analytics or other tracking software to enhance performance tracking.

3.3 Creative and Targeting Consultations

• Creative Audits: Advertisers can submit ad creatives for review and receive feedback on how to make improvements for higher engagement.
• Targeting Suggestions: Our team can recommend audience segmentation strategies, geographic targeting, and retargeting techniques to improve ad relevance and performance.

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4. Support for Publishers

Publishers using NsAds.in to monetize their platforms can access dedicated support for ad placement, revenue optimization, and performance tracking.

4.1 Publisher Account Setup

• Ad Unit Creation: Step-by-step guidance on creating ad units, selecting the right formats, and configuring targeting options.
• Website Verification: Help with verifying your website or app to ensure compliance with our policies and eligibility for ad serving.

4.2 Revenue Optimization Support

• Ad Placement Optimization: Recommendations on the best ad formats, positions, and layouts to increase viewability and CTR.
• Ad Mediation Support: Assistance with configuring ad mediation and integrating third-party ad networks for better yield management.

4.3 Reporting and Payment Support

• Payment Tracking: Help with tracking payment status, understanding revenue reports, and adjusting payout thresholds.
• Revenue Discrepancies: Assistance with resolving any discrepancies between reported ad impressions, clicks, and earnings.

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5. Support Levels

We offer different support levels based on account type and activity level. Premium advertisers and publishers receive enhanced support benefits.

5.1 Standard Support

• Access to Email Support and Live Chat
• Support Portal Access for self-service options
• Response Time: 24-48 hours for most inquiries

5.2 Premium Support

• Priority Response Times: 12-hour response time for email inquiries and priority access to Live Chat.
• Dedicated Account Manager: Personalized support from a dedicated account manager who provides proactive advice and regular performance reviews.
• Phone Support: Direct access to phone support for urgent issues.
• After-hours Assistance: Limited after-hours phone support for premium accounts.

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6. Service Level Agreements (SLAs)

For high-priority support issues, NsAds.in follows specific Service Level Agreements (SLAs) to ensure timely resolution and minimize downtime.

6.1 Uptime Guarantee

NsAds.in guarantees a platform uptime of 99.9% for all users, ensuring consistent availability for ad serving and campaign management.

• Scheduled Maintenance: We perform scheduled maintenance outside of peak hours to minimize disruption. Users will be notified of any upcoming maintenance periods.
• Unscheduled Downtime: In the unlikely event of unscheduled downtime, our technical support team will provide regular updates on the status of the platform and expected resolution times.

6.2 Response Time Commitments

• Critical Issues (Platform Outage, Ad Serving Failure): Response within 1 hour and resolution within 4 hours.
• High-Priority Issues (Billing Discrepancies, Major Campaign Issues): Response within 12 hours and resolution within 24 hours.
• Standard Issues (Account Setup, General Inquiries): Response within 24-48 hours.

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7. Reporting Issues and Escalation

If you experience an issue with the platform or a specific ad campaign, we encourage you to report it through our available support channels. In cases where an issue is not resolved to your satisfaction, you can request an escalation.

7.1 How to Report an Issue

• Submit a Ticket: Submit a detailed support ticket through the NsAds.in Support Portal, including screenshots and any error messages.
• Live Chat or Phone Support: For urgent matters, contact our support team via Live Chat or phone.

7.2 Escalation Process

• Requesting Escalation: In your support ticket or chat session, request that the issue be escalated to a senior support agent.
• Escalation Resolution: Escalated issues will be addressed by a senior representative within 12-24 hours.

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8. Policy Updates

We may update this User and Advertiser Support Policy to reflect changes in our support offerings, hours of operation, or support processes. When we make significant updates, we will notify all users via email or through a notification on the platform.

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Contact Us

If you have any questions regarding our support services, or if you need assistance with a specific issue, please reach out to us using the contact details below:

• Email: [email protected]
• Phone Support: +91 77 02 546 516
• Support Portal: Visit our Support Portal to submit a ticket or access self-service resources.