When to File a Ticket
There are a number of scenarios, which require submitting a support ticket from within the Asset QC UI to accurately track and escalate issues. We will begin leveraging our Netflix Production Support (NPS) team to help triage tickets as they are received in the coming months. In some cases, NPS may require further context or involvement from either Netflix Asset Management or Platform Support. The following are the most common issues that QC Operators, Verifiers, Vendor Managers, and/ or Facility Download Managers may run into and which Netflix internal team ultimately manages once the ticket is received:
|
Issue |
Team |
|
Files required for QC cannot be downloaded |
NPS/ Asset Management |
|
Blocker discovered |
Asset Management |
|
SLA adjustment needed |
NPS/ Asset Management |
|
Errors with the Asset QC preview player/ Cast playback |
Platform Support |
|
User account/ access issues |
Asset Management/ Platform Support |
How to File a Ticket
1. Whenever possible, support tickets should be submitted directly from within the Asset QC request UI where you are experiencing the issue. This automatically captures the request ID/ link needed to accurately track and troubleshoot.
2. ALWAYS include the show title (+ episode name or #, if applicable) and QC type in the Subject line of the request. This ensures it can be easily identified by or assigned to the specialist(s) covering that particular title.
You may also include a short summary of the issue you’re experiencing in the subject line, but at minimum, the title/ QC information must be clearly identified.
3. For Request Type, select the option that most closely aligns with what you need addressed. This selection directly relates to which team the ticket is initially assigned to.
If your query falls between 2 or more of these, select the Request Type based on the issue you need addressed/ answered FIRST. (i.e. Files cannot be downloaded AND you also require an SLA adjustment).
|
Issue |
Request Type |
|
Files required for QC cannot be downloaded |
Workflow Related |
|
Blocker discovered |
Content Related |
|
SLA adjustment needed |
Vendor Questions |
|
Errors with the Asset QC preview player/ Cast playback |
Tooling Issue |
|
User account/ access issues |
Vendor Questions |
If, and only if, the issue you are reporting falls completely outside of all other selectable options, you may choose “Other” for the Request Type.
4. Select an appropriate Priority based on how quickly a follow-up is required. “Normal” priority is selected by default. Current SLAs for an initial response from Netflix internal teams are as follows:
- “Low”/ “Normal” = within 24 hours
- “High” = within 4 hours
- “Urgent” = within 1 hour
Once NPS begins to take over the initial triage for Asset QC support tickets, the SLA for an initial response to ALL tickets, regardless of priority, will be within 30 minutes or less.
*If you have not received a response within the allotted windows indicated above, please either follow up again in the original ticket OR send an email to assetmanagement@netflix.com.
5. In the Description field, you may provide any additional information that may be relevant, such as the details of any internal troubleshooting you have already attempted, the specific error message you received or the user email address associated with the operator(s) experiencing the issue.
- Be as specific as possible but also clear and concise.
- If you have screenshots or a .har file to provide, you will need to wait until AFTER you submit the ticket. Once you SUBMIT, you will be provided a link to the ticket in the Partner Help Center. From there, you can add any attachments or additional information separately.
6. You may also add additional email addresses in the CC field for anyone else you wish to have visibility into the support ticket. Each email address should be separated by a space.
- This can include anyone else from your facility.
- If you happen to know the Netflix Asset Specialist covering the title you are inquiring about, you may also include them as a CC. However, this is not required, if you don’t have that context.
A note about SLA extension requests
When submitting a ticket requesting an SLA extension, please make sure you have NOT already completed the QC or verification request. We cannot adjust SLAs once a QC or Verification has already been completed.
For additional details around SLA extension requests, please refer to Cases in which vendor should request SLA extensions and how to do it.