1. © 2008 Eyeblaster. All rights reserved Tier 2 Global Tech Support Presented by: Ian Haigh ● 4 th Feb 2009 EB Orange 246/137/51 EB Green 52/70/13 EB Gray 161/161/161 EB Yellow 255/200/40 250/196/153 153/162/134 208/208/208 255/227/147 Primary colors Light tint 123/69/26 26/35/7 81/8181 128/100/20 Dark tint

2. © 2008 Eyeblaster. All rights reserved Tier 2 Overview How to work with Tier 2 Common cases and solutions Discrepancies Agenda

3. © 2008 Eyeblaster. All rights reserved Global Service 24/6 Sydney Tel Aviv London New York Tamir Atar Director of 2nd Tier Support Inna Drobinsky Application Engineer Guy Meiri Application Engineer Tzachi Koyfman Application Engineer Ian Haigh Application Engineer (APAC) Chris Maurer Team Leader NA (NY) Kristina Fortney Application Engineer (UK) Tia Koehler Application Engineer (NY) Yael Koren Global Client Tech Support EMEA Team Leader

4. © 2008 Eyeblaster. All rights reserved EB Orange 246/137/51 EB Green 52/70/13 EB Gray 161/161/161 EB Yellow 255/200/40 250/196/153 153/162/134 208/208/208 255/227/147 Primary colors Light tint 123/69/26 26/35/7 81/8181 128/100/20 Dark tint Tier 2 Overview Technical support for AMs, Sales & Finance Ad serving Discrepancies Advanced creative support Access privileged system features Identifying internal training needs Custom Projects Consulting

5. © 2008 Eyeblaster. All rights reserved 2008/2009 Strengthened team with new members (Yael, Guy) Refining how we work with CRM Custom projects Coming up in 2009 Plans to reduce SLA to 18hrs from 24hrs

6. © 2008 Eyeblaster. All rights reserved

7. Custom Formats/Projects

8. © 2008 Eyeblaster. All rights reserved

9. CRM

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11. Submitting a case Do your own research EB Online & Flash Help Training zone KB Articles CRM Case Notes AM/Creative Guides Release notes Google Search past cases Load up on the info Ad ids, Flight ids, conversion ids/names, campaign names Test pages Fiddler captures Daily breakdowns Source files (FLAs)

12. © 2008 Eyeblaster. All rights reserved Knowledge Base

13. © 2008 Eyeblaster. All rights reserved Search in Notes

14. © 2008 Eyeblaster. All rights reserved Advanced Find

15. © 2008 Eyeblaster. All rights reserved Voila!

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17. Escalation © 2008 Eyeblaster. All rights reserved

18. MSN Transparency – custom script Text fields in Messenger – secret tag Sync Ads not syncing – actionscript template code Ad not expanding – iframes, ad serving… Ad not showing – system settings Discrepancies I’m sure you can think of more… Common cases

19. © 2008 Eyeblaster. All rights reserved

20. What is a discrepancy? A discrepancy is a disagreement between reporting figures Between Eyeblaster and Publishers, Agencies or other 3rd parties Generally accepted and defined by the IAB as 10% difference Common discrepancy cases Impression discrepancies Cache busting issues Re-used tracking information Improper implementation Click discrepancies One party records more clicks than another Conversion discrepancies Click vs landing page conversions Duplicated conversions Understanding Discrepancies

21. © 2008 Eyeblaster. All rights reserved The short answer: Lot’s of things Heavy pages or long download times Ad Setup Bad Tracking tags Reused tracking tags Improper Cache Busting Scripted and Meta Refresh Ad Rotators Improper tag implementation document.write( ); Duplicate Tracking Server Errors Client Error Page or site flow Duplicate tags What can cause discrepancies?

22. © 2008 Eyeblaster. All rights reserved What is a cache busting? The process by which sites of servers ensure that a content is served in such a manner to prevent browsers or proxies from serving the content from their cache Files can be cached in a browser, on a server or server cluster, and on proxy servers distributed across the internet How do you bust a cache? The most common way to bust cache is to attach a randomizer to the end of the querystring A randomizer is a dynamically generated value that when attached to a URL, creates a unique URL request Why is cache busting important to advertisers? http://www.clickz.com/showPage.html?page=843731 Cache busting

23. © 2008 Eyeblaster. All rights reserved

24. www. eyeblaster.com Thank you