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Real engineers diagnose your stack issues, demand drops, and integration problems with telemetry data. Same-day response. No tier-1 phone trees. No "have you tried turning it off and on again."
When something breaks, you need a fast triage decision: is this the SDK, the signals, the demand, or something else entirely? Here's what we handle end to end.
Performance issues, crashes, init failures, or anything weird happening with the StackUp SDK in your app or web stack.
Signals not passing through correctly via the RTD module, API, or any other integration path. We trace where the data dropped.
Drops in StackUp demand or performance. CPM crashes, fill rate collapses, demand profile shifts. We trace the change back to the bidder, format, or geo.
Any issue, question, or weird observation you've encountered and we should know about. No category needed, just tell us.
Most ad-tech "support" routes you through a ticket queue, an account manager, and a chatbot before anyone qualified ever sees your problem. We took the opposite approach.
The engineer who built the system you're using is the engineer who replies. No account manager translation layer. No "let me check with the team."
We don't ask you to repro the issue. StackUp logs every layer of the platform: auction traces, bidder behavior, SDK calls, signal payloads, API requests. We pull the data, you get the answer.
Under 1 hour during business hours. Under 4 hours after. Real time on critical incidents. We measure ourselves on this and publish the numbers.
We don't hide SLAs in the fine print. Here's what we commit to for every channel, every customer.
Open a support ticket or email us directly. We'll get back to you within an hour during business hours.