How to reach out for assistance, and what to expect when working with the support team.
How to reach Customer Success
While Ad Analytics is a self-serve platform, Customer Success is available Monday - Friday during business hours 9 - 5 (EST) to help guide you through using our products and features. Reach us via:
- Email support-adanalytics@spotify.com: Email our team's support alias to open a ticket with our Customer Success team. Please be sure to include all relevant links and screenshots for your request.
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Communication expectations
Customer and Technical Success aims to reply to all tickets within 2 - 3 business days.
Our expected response time to each email thereafter is 1 - 2 business days.
Communications received outside of business hours are queued at the start of the following business day.
In the event we need to escalate your concern to a manager or engineer, please expect a delay of 3 business days to allow our engineering support team to review your ticket before we can provide an update.