MediaMint Support
MediaMint Jira Process Expectations
Escalation Contacts
Escalation Process
Best Practices
100

The Issue Type to choose when needing traffic Hot on Hulu Flights

What is Sponsorship

100

5 Business Hours and 12 Business Hours

What is the TAT for Rush and Standard tickets

100

The ENT Local Contacts for escalations

Who are Jenny Louie and Aliezza Lee

100

If a ticket is unassigned after 1 hour, the AM should tag either of these people

Who are the MM Leads  (National: Raghavendra Vamsi Local: Rakesh Konda)

100

Due dates for trafficking tickets should take these teams' TAT and workflows into consideration

Who are AD-COPS and AOS?

200

MM can not support this request as recurring

What is Screen Recordings

200

These factors are taken into consideration by MM when prioritizing the queue

What are task priority, due date, and ad unit volume?

200

The ENT National/Agency Contacts for escalations

Who are Ben Rahmani and Allison Kim

200

The number of attemps an AM should make to follow up on a ticket if the MM assignee is unresponsive

What is two?

200

Once a ticket has been resolved, it is the AM's responsibility to QA the work and move the ticket to this status

What is Closed?

300

The Reporting Issue Type to select when requesting a reporting in a non-standard template

What is Custom

300

The user who is responsible to CLOSE a resolved Jira ticket

Who is the Account Manager

300

The SROS should reach out to these contacts for escalations, clarifications, or questions

Aliezza Lee & Allison Kim

300

If a ticket is unassigned after 3 business hours, this person should escalate to the ENT MM Leads

Who is their SROS?

300

An AM should do this if MediaMint has made an error or needs clarity

What is take the time to correct and teach. Train them as if you're training another AM!

400

The Reporting Issue Type to select when requesting a reporting in a non-standard templateWhat is Custom

Optimizations

400

If changes are made to the JIRA template after the ticket has been picked up by MM, the AM should do this

What is call out any changes in the comments

400

The MediaMint Lead for Local Tickets

Who is Rakesh Konda

400

This form should be filled out if a task is completed incorrectly or past the assigned due date*

*Assuming TAT are taken into consideration

What is the Issue Form?

400

The TAT for trafficking does not include this process

What is Flight Review

500

These 5 request types can be submitted through the JIRA intake form

What are
-Trafficking
-Reporting
-Billing
-Optimizations
-Screenshots & Recording

500

These specific details should be included when sending reporting tasks to MM

What are Flight scheduler dates, Broadcast dates, Tag sheets (Innovid), Proper RIO links, Attach example reports, ETC

500

The MediaMint Lead for National/Agency Tickets

Who is Raghavendra Vamsi

500

These escalations should not be brought to the MediaMint AOOs

What are flight review or planning escalations

*MediaMint AOOs oversee trafficking, reporting, billing, optimizations, and screenshots/recordings

500

Once submitted, the Jira ticket will have this listed as the assignee until it is updated by the MediaMint team

What is "Unassigned"?