Sync from content: Let the export force a new sync for any updates
Test re-publish: Test if an asset are able to publish to see if there is any error before publishing the asset.
Re-publish: Full re-delivery of the asset
| View Details | Show the information that is going to be delivered |
| Export data | Shows the information that has been delivered and if any changes from last time has occured. |
| Log | Shows errors and information related to the process of the asset and what user have done the changes. Use “Show debug” to get more details. |
| Metadata | Click on the “eye” to see what has been send |
Amazon US
| Export | On Amazon |
| Time to publish | < 1 day |
| Limitations | SLA according to Amazon see SLA below |
| Feedback | Status in Delta not getting feedback from Amazon. This is done from videocentral (https://videocentral.amazon.com/requests/) |
| How the design of storfront is set | Contact Amazon |
Delivery SLAs
| Content Type | Avails | Asset Packages | Asset Redelivery |
|---|---|---|---|
| Catalog/Library | 30 days | 14 days | 48 hours |
| DAB, JAB, STAB | 30 days | 7 days | Immediately |
| SWP | 30 days | 24 hours | Immediately |
| SDP | 30 days | 5 hours | Immediately |
| Pre-orders | 7 days | 7 days | 48 hours |
_______________
Contact information from Amazon US
Congratulations on your recent channel launch!
You are now ready to transition to our majority self-service operations model. We strongly encourage using Video Central tooling to its fullest extent, including Request Manager, Delivery Manager, Reports, and our detailed specifications in Video Central Support.
- For future content deliveries, please ensure your avails, metadata, and assets are all delivered within our delivery SLAs and meet our specifications given in Video Central Support.
Business Troubleshooting Resource:
- If you experience reporting or site merchandising issues that you’re unable to self-resolved (i.e. business reporting, marketing, carousels, 16:9 issues, etc) please contact videosubscriptions@amazon.com (CC’d) for further assistance
Operations Troubleshooting Resource:
- There are several helpful links below my signature on this message, I recommend saving those for later!
- If you experience significant issues with deliveries or offer availability, and have tried to self-diagnose with all available tools, you may contact av-us-contact@amazon.com (also CC’d)
- Please note responses times vary depending on issue type, we encourage you to continue trying to self-diagnose / resolve issues even after emailing us.
- Requirements when emailing av-us-contact@amazon.com
- Always follow the below spec
- Do – send a new email for each new issue
- Don’t – create never-ending threads by piling new issues onto open/old threads. Send a new email for a new issue.
Spec for av-us-contact@amazon.com (Subject and Body requirements)
- Specific Email Subject: [Studio Name] [ Issue Type Name] [ Title Name ] [ ALT ID/SKU ]
- “Issue Type Name” must match one from below
- Typically, just one or two example titles is enough to diagnose an issue and receive coaching you can use on other titles
| Issue Type Name: | Applicable if: |
| Title Takedown | When a full extract, future end-dated avail has been submitted and the offer is still live. |
| Title Not Live | When you’ve tried to resolve a title in Video Central and the title/offer still is not live. |
| Metadata | When you’ve tried to resolve a Metadata failure in Video central but ingestion is still unsuccessful. |
| Avails | When you’ve tried to resolve an Avails issue in Video Central but ingestion is still unsuccessful. |
| Artwork | When you’ve tried to resolve an artwork issue or update but ingestion/update is still unsuccessful. |
| Video Central | When you have trouble accessing your Video Central account |
| Other/General | When you have been unable to resolve the issue at hand and it is not related to the topics mentioned above. |
- Body of email – Answer the following questions/details:
( * indicates a required input)
- Which Territories is this regarding?*
- Which License Type is this regarding?*
- Which Benefit ID is this regarding?*
- Avails filename(s)*:
- Metadata filename:
- Mezz filename:
- Artwork filename(s):
- Subs / Dubs filenames:
- Are you getting an error code?* Y/N
- If Y, paste in the error message
- If N, skip/continue.
- Please describe your question*
- Provide relevant screenshots or attachments to show us what you have done to self-diagnose this issue.*
- Paste a vertical list of ALIDs/SKUs with this issue (no titles and no punctuation please, just ALIDs/SKUs)*