Need a rush request?
Please make sure the director or group director on your account is emailing Nickki & Julie to request the reprioritization of your ticket. If your account doesn't have a director, the supe may send the email.
Any time something is requested to be rushed or to have it's priority changed to urgent, another team's request(s) will be deprioritized to make your request happen.
The email coming to Julie and I from directors+ does the following:
- it makes sure team leadership on both sides knows the rush is happening and why
- it coming from the director+ tells us that you approve the rush req despite it being outside of the aligned AdOps turnaround time that was selected during scoping process
- it gives you insight into your team.
- We had so many rushes last year from assistant through supes trying to fix oopsies that leadership wasn't privy to.
- We also had a bunch of requests from client to assts-supes that the directors+ didn’t know about until I broached the topic.
- We may need team leadership to deprioritize something else, which an assistant to supe level colleague not be able to make that call.
- If there’s no tickets of your own that can be deprioritized, you may need to reach out to another director to see if there’s any wiggle room in their rush requests, which an assistant to supe level colleague may not be suited for that conversation.
Between the way clients were rescoped for AdOps in a more specific and measurable format than previous years and having more engagement from leadership operationally, that'll provide more transparency. If directors+ are aware of what their teams are asking, or what the clients are asking of your teams, it'll help in managing expectations, mitigating emergencies and better servicing all around.
What to include:
-email Julie and Nickki. We're managing the prioritization for the team.
-if you email digital.trafficking, it's adding an email to the rest of their inboxes that they don't need. spare the inbox!
-you can cc your team if you like, up to you.
-details on the rush.
-why does this request need priority outside of the aligned turnaround times?
-it's totally ok if it's an internal oops. we're all human! but being honest and transparent helps to build empathy and good relationships between our teams
-'all eyes are on this' is something we hear often, and we treat each ticket like all eyes are on it. 'all eyes are on this' isn't a reason to prioritize a ticket.
-ticket number, if it's been submitted
-if you have other tickets open, please let us know what can be deprioritized to make space to reprioritize this urgent request
-if you have many tickets open, a priority list of the order the tickets should be completed in is super helpful as well.
Scope SLAs
During scoping, team leadership aligns on a service level for the client. Below is the chart of what each service level is and what is included in each.
| Service | Tier | Channel | Deliverable |
| AdOps Digital Media Activation | Ultimate | Direct and Programmatic DNAV | Standard Trafficking with up to 10 media partners. |
| Plans may include display, video (CTV/OTT, OLV) and site served audio. Display assets may be in HTML5 format. Rich Media creatives may be used with prior discussion and budgeting with account team. | |||
| Budgets may be flighted more granularly than weekly, monthly, quarterly or annually. | |||
| Plans may include the following tech integrations or setups (choose no more than 3 of the below per campaign): | |||
| - MTA | |||
| - DCO | |||
| - Amazon attribution | |||
| - mobile app attribution (ex: Appsflyer) | |||
| - up to 15 local market campaign budgets | |||
| - DMP/CDP/ABM integrations | |||
| - research studies like Disqo, VideoAmp, Adelaide, etc. (no more than 3) | |||
| Included in Digital Media Activation - Ultimate: Campaign entry, ad trafficking, 3 rounds of asset and URL swaps per month per campaign, asset and URL QA within the realm of trafficking, URL append creation and application for analytics tracking, brand safety tagging, ad tag or URL troubleshooting, reporting access for partners, tagging and troubleshooting XM tag application for 4th party research partners and above listed tech integrations, research and application of DCO partners. Automated default reporting setup per campaign. Participation in client related meetings. Quarterly user audit of access to ad server. | |||
| SLA is 3-5 business days or less, not including 4th party partner timing or supplier timing. | |||
| AdOps Digital Media Activation | Heavy | Direct and Programmatic DNAV | Standard Trafficking with up to 8 media partners. |
| Plans may include display, video (CTV/OTT, OLV) and site served audio. Display assets may be in HTML5 format. Rich Media creatives may be used with prior discussion and budgeting with account team. | |||
| Budgets may be flighted weekly, monthly, quarterly or annually. | |||
| Plans may include the following tech integrations or setups (choose no more than 3 of the below per campaign): | |||
| - MTA | |||
| - DCO | |||
| - Amazon attribution | |||
| - mobile app attribution (ex: Appsflyer) | |||
| - up to 10 local market campaign budgets | |||
| - DMP/CDP/ABM integrations | |||
| - research studies like Disqo, VideoAmp, Adelaide, etc. (no more than 2) | |||
| Included in Digital Media Activation - Heavy: Campaign entry, ad trafficking, 3 rounds of asset and URL swaps per month per campaign, asset and URL QA within the realm of trafficking, URL append creation and application for analytics tracking, brand safety tagging, ad tag and URL troubleshooting, reporting access for partners, application of impression tracking tags for 4th party research partners and above listed tech integrations, research and application of DCO partners. Automated default reporting setup per campaign. Participation in client related meetings. Bi-annual user audit of access to ad server. | |||
| SLA is 5-7 business days or less, not including 4th party partner timing or supplier timing. | |||
| AdOps Digital Media Activation | Moderate | Direct and Programmatic DNAV | Standard Trafficking with up to 6 media partners. |
| Plans may include display, video (CTV/OTT, OLV) and site served audio. Display assets may be in HTML5 format. | |||
| Budgets may be flighted monthly, quarterly or annually. | |||
| Plans may also include choice of 4th party integrations (no more than 1): | |||
| -DMP/CDP/ABM integrations | |||
| -Amazon attribution | |||
| or | |||
| -research studies like Disqo, VideoAmp, Adelaide, etc. (no more than 1) | |||
| Included in Digital Media Activation - Medium: Campaign entry, ad trafficking, 2 rounds of asset and URL swaps per month per campaign, asset and URL QA within the realm of trafficking, URL append creation and application for analytics tracking, brand safety tagging, ad tag and URL troubleshooting, reporting access for partners, tagging and troubleshooting XM tag application for 4th party research partners and above listed tech integrations. Automated default reporting setup per campaign. Participation in client related meetings. Annual user audit of access to ad server. | |||
| SLA is 5-7 business days or less, not including 4th party partner timing or supplier timing. | |||
| AdOps Digital Media Activation | Light | Direct and Programmatic DNAV | Standard Trafficking of campaigns with up to 5 display media partners. |
| Plans may include display only, inclusive of newsletters and email blasts. Assets may be gif, jpg or png only. | |||
| Budgets are flighted quarterly or annually. | |||
| Included in Digital Media Activation - Light: Campaign entry, ad trafficking, 1 round of asset and URL swaps per month per campaign, asset and URL QA within the realm of trafficking, URL append creation and application for analytics tracking, brand safety tagging, ad tag and URL troubleshooting, reporting access for partners. Automated default reporting setup per campaign. Participation in client related meetings. Annual user audit of access to ad server. | |||
| SLA is 7-10 business days or less, not including supplier timing. | |||
| AdOps Pixeling | Heavy | Direct and Programmatic DNAV | Included in Pixeling - Heavy: creation of up to 10 pageview or button click floodlights in CM360 per campaign, creation of corresponding audiences, custom variable creation to pull site date in to attribution reporting, validating floodlights firing properly, ensure data is coming into the ad server. Creation of custom audiences for DV360 and/or SA360 from floodlight custom variables. Stewarding of XM pixels to client team via Pixel Central once a week. Semiannual pixel audit of Crossmedia pixels. |
| SLA is 5-7 business days | |||
| AdOps Pixeling | Moderate | Direct and Programmatic DNAV | Included in Pixeling - Moderate: creation of up to 7 pageview or button click floodlights in CM360 per campaign, creation of corresponding audiences, custom variable creation to pull site date in to attribution reporting, validating floodlights firing properly, ensure data is coming into the ad server. Stewarding of XM pixels to client team via Pixel Central twice a month. Annual pixel audit of Crossmedia pixels. |
| SLA is 5-7 business days. | |||
| AdOps Pixeling | Light | Direct and Programmatic DNAV | Included in Pixeling - Light: creation of up to 4 pageview floodlights in CM360 per campaign, creation of corresponding audiences, validating floodlights firing properly, ensure data is coming into the ad server. Stewarding of XM pixels to client team via Pixel Central once a month. Annual pixel audit of Crossmedia pixels. |
| SLA is 5-7 business days. | |||
| Tag Management Solution Administrator | Heavy | Direct and Programmatic DNAV | XM will take the lead on pixel application for the client, leveraging Google Tag Manager. This service includes development of firing triggers, custom variable coding with support from client web dev team, as well as application of all pixels and floodlights. This service is entirely customized. Please speak to the director of AdOps prior to selecting this. |
| Client or their proxy will maintain ownership of pushing the pixels to the client's site. | |||
| Tag Management Solution Administrator | Moderate | Direct and Programmatic DNAV | XM AdOps will apply all Crossmedia pixels/floodlights within the client's tag management system (ex: Google Tag Manager). |
| Client or their proxy will maintain ownership of trigger development and application, custom variable placement, as well as pushing the pixels to the client's site. | |||
| Tag Management Solution Administrator | Light | Direct and Programmatic DNAV | XM AdOps will work directly with tag management partner (ex.: InfoTrust, MikMak) to facilitate application of Crossmedia pixels, including the client on all comms as a cc, but relieving the client of being in the middle of pixel creation and pixel application. |
| Client or their proxy will maintain ownership of pixel placement, trigger development and application, custom variable placement, as well as pushing the pixels to the client's site. |
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