Who do I contact if I have questions about Google Consent Mode?
A: If you experience any issues with the setup of our CMP, setting up Consent Mode with our CMP, or any missing signals on your Google Tags, please reach out to our Customer Support Team and not to Google. You can either create a support ticket or send us an email via support@usercentrics.com.
Please note
Whenever a ticket is created via this form and the category 'Google Consent Mode' is selected, a checkbox will appear. By checking this box, you authorize us to share your support request with Google CMP Support.
What is the response time for support requests?
You can expect the following first response time on your support request:
| Premium Plan customers | 1 business day (8 business hours) from the time of receipt of the request. |
| Advanced Plan and Trial customers |
4 business days (32 business hours) from the time of receipt of the request. |
What is considered a “first response”?
First response is defined as a first value-added communication, including, but not limited to:
- providing troubleshooting suggestions
- sending links to documentation and/or knowledge base articles
- informing regarding the next steps towards the resolution
- providing approximate timelines for such steps
How do you calculate response times for SLAs?
Example: A customer with a Premium Plan reports an issue via this form path at 2 PM on a Friday. The first response should be provided no later than 2 PM the next business day, which is Monday. The first response window of 8 working hours falls within the normal business hours of 1 business day.
What support services does Usercentrics provide related to Consent Mode?
We ensure the correct implementation of the latest version of Consent Mode in combination with the TCF, Google Tag Manager, and CMP banners on our clients' websites and apps. Additionally, we provide continuous troubleshooting support to address any issues and ensure ongoing compliance and optimal functionality.
For any other inquiries, please reach us on:
✉ Email: contact@usercentrics.com
✆ Phone: +49 89215 40120