> For the complete documentation index, see [llms.txt](https://docs.podigee.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.podigee.com/documentation/grow-and-monetize/monetization/build-a-support-package-and-escalate-a-problem.md).

# Build a support package and escalate a problem

Build a small redacted support package from trusted delivery evidence, then send the problem to the correct owner.

Use this guide when an operator cannot resolve a delivery, decision, provider, analytics, report, or money problem with the normal recovery path. A good package lets the next person reproduce the question without receiving listener identity, credentials, or unnecessary records.

## Start with one exact problem

Open **Monetization > Operations** or **Evidence & Money**. State the business effect in one sentence, such as:

* an RSS listener received the wrong Creative;
* HLS video had no ad although the Campaign was eligible;
* provider receipts and decisions disagree;
* qualified revenue is missing after the processing window;
* a report or invoice contains the wrong period or currency.

Record the workspace, show or destination, Campaign or report, episode or period, approximate time and time zone, and the visible result.

![The current One Podigee Operations control room shows active delivery assurance work, incidents, delayed evidence, and the next action.](https://2032417310-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbqUKO6lljHGzkEAzliPI%2Fuploads%2Fgit-blob-6db53133b0902c0ebe2d348da5710f6f8cfe7c7b%2Fdoc-monetization-067-operations.png?alt=media)

*Start from one incident and its displayed next action.*

Do not combine unrelated incidents into one package. One package should answer one operational question.

## Gather the smallest evidence set

Include only records that explain the problem:

| Problem              | Include                                                                                                |
| -------------------- | ------------------------------------------------------------------------------------------------------ |
| Playback or wrong ad | Request time, delivery method, episode, break, decision, Campaign, Creative, and playback result.      |
| Provider problem     | Connection version, protocol, operation, redacted response result, timeout or rejection, and fallback. |
| Analytics delay      | Decision, event state, processing job, measurement boundary, and report period.                        |
| Report problem       | Report version, run, period, metric definitions, artifact digest, and delivery attempt.                |
| Finance problem      | Settlement period, invoice or payout version, currency, receipt, and reconciliation case.              |

Use the shortest path to the source evidence. A report chart alone is not enough when the problem is one decision. A provider response alone is not enough when the question is qualified revenue.

## Create a redacted evidence package

1. Open the relevant record in **Evidence & Money** or **Operations**.
2. Select **Create evidence package** or **Export selected evidence**.
3. Select the smallest scope, such as one decision, one delivery job, or one report run.
4. Choose **Support investigation** as the purpose when it is available.
5. Set an expiry time for the package.
6. Review the included records and recipient.
7. Select **Create package**.

![The current One Podigee Revenue jobs page shows guided work such as commercial context, policies, inventory, and editorial ad breaks.](https://2032417310-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbqUKO6lljHGzkEAzliPI%2Fuploads%2Fgit-blob-0cf33f037b414e6d8ee7a4b1eeb843c73115bd0a%2Fdoc-monetization-068-revenue-jobs.png?alt=media)

*Choose the job or evidence family that matches the problem.*

The package should contain the short copyable references and the exact version or digest needed to reproduce the problem. The recipient can copy the full value only when support or an integration owner asks for it.

## Remove sensitive data

Before you share the package, confirm that it contains no:

* listener, viewer, or household identity;
* raw IP address, device identifier, or consent token;
* provider credential, signing secret, or private endpoint;
* full URL query with identity or access tokens;
* private banking or tax data not needed for the case;
* unrelated buyer, publisher, Campaign, or episode records.

Use the redacted export profile. Do not paste raw logs or provider payloads into a chat message.

## Write the support summary

Use this short structure:

1. **Observed:** what the listener, viewer, operator, provider, or finance user saw.
2. **Expected:** what should have happened.
3. **Scope:** workspace, show, Campaign, episode, destination, or period.
4. **Time:** the request or processing time with time zone.
5. **Evidence:** the package reference and the records it contains.
6. **Actions:** the checks and one repair already attempted.
7. **Risk:** listener playback, buyer promise, publisher money, privacy, or reporting impact.
8. **Request:** the exact decision or owner action needed.

Keep the summary factual. Do not claim lost revenue until the qualification and reconciliation evidence proves it.

## Choose the correct owner

| Problem                                                | Owner                                               |
| ------------------------------------------------------ | --------------------------------------------------- |
| Campaign, Creative, break, targeting, or capacity      | Campaign or monetization operator                   |
| RSS or HLS playback                                    | Delivery operations                                 |
| Apple association or validator result                  | Apple integration owner                             |
| Spotify processing, SPAN, direct sales, or sponsorship | Spotify integration owner and Spotify when required |
| VAST, OpenRTB, or CATS response                        | Demand integration owner and provider               |
| Audience event or qualified measurement                | Analytics or measurement owner                      |
| Report or destination delivery                         | Reporting operations                                |
| Invoice, payout, currency, or settlement               | Finance operations                                  |
| Permission or review rule                              | Workspace administrator                             |

![The current One Podigee Operations control room shows delivery assurance, revenue jobs, and the team inbox for routing operational work.](https://2032417310-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbqUKO6lljHGzkEAzliPI%2Fuploads%2Fgit-blob-461d1a4f88c78fc3ea0d4425abaf655f18212cd4%2Fdoc-monetization-065-team-inbox.png?alt=media)

*Route the package to the owner who can change the affected boundary.*

## Share and track the package

1. Share the package through the approved support or partner channel.
2. Share the expiry time and verification instructions.
3. Keep the package reference in the incident or Operations case.
4. Record who received it and the requested action.
5. Remove temporary local copies after the handoff period.

Do not create a new package for every message. Add new evidence only when the exact problem changes or the recipient needs a later processing result.

## Handle a package mismatch

If the recipient reports a missing record or digest mismatch:

1. Stop the investigation based on the package.
2. Compare the package manifest with the source record version.
3. Check the package expiry and recipient key.
4. Create a new package from the current exact record when necessary.
5. Keep the original package and mismatch as evidence.

Never edit a manifest or digest by hand.

## Close the escalation

Close the support case only when the owner confirms the fix or the product state is intentionally blocked. Link the final decision, recovery action, verification result, and any reconciliation or finance correction.

If the issue affected live delivery, confirm the active state and one representative playback after the fix. If it affected money, confirm the final receipt and currency. If it affected privacy, confirm the redaction review.

## Expected result

The next owner receives a small, verifiable, time-limited package that explains one problem without exposing private data. The package points to the exact source evidence, the correct repair boundary, and the final resolution or remaining blocker.


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