FirstPublisher support
Authorised agencies should use FirstPublisher Support for platform, account, distribution, media, reporting, billing, wallet and integration issues.
Priorities
Urgent priority is intended for serious time-sensitive service failures; High for material operational problems; Normal for standard assistance. Target response times are operational targets, not guaranteed service-level commitments unless separately contracted.
Agency client support
Agencies may use Client Support Desk to create secure customer-facing conversations. The agency remains responsible for its downstream customer relationship, promises and response quality.
Attachments and secrets
Do not attach passwords, private keys or unnecessary sensitive data to support tickets. Use secure credential/configuration fields where provided.