Support Contacts and Escalation Procedures

In the event of a system outage or interruption, this document will provide you with the correct point-of-contact and
escalation procedure to ensure a speedy resolution to your issue.


Important note
If you are experiencing an issue with a service or producteither LIN developed or a third party solutionle
a ticket with the appropriate party FIRST. It is not recommended to contact other markets to see if they are
experiencing the problem; this process could delay your problem being corrected.


Purpose of this document
The purpose of this document is to provide you with support procedures and contact information for all services, both in-
house and third party, that you use in your job function. These support procedures were developed to resolve your
support issues as quickly as possible. Please read this document and keep it nearby at all times.


Your Support Contacts
Please keep these numbers handy. Your Digital Media Director and Digital Media Manager are your rst contacts in the
event of a severe problem.

Your Digital Media Director: ____________________________________ Cell Phone: __________________


Your Digital Media Manager: ____________________________________ Cell Phone: __________________


LIN Digital Ops First Contact: Robbie Byrd (robbie.byrd@linmedia.com) . Cell Phone: (559) 762-2432 .


LIN Digital Ops Second Contact: LIN CORE Support Emergency Line . Phone: (980) 404-CORE (2673)




LIN Media Developed or Managed Applications
For support of LIN Media Developed or Managed Applications:
1. If you are having an issue with a web-based product, rst try logging out of all web apps, clearing your browsers
cache, closing your browser, restarting your computer and trying again. This will often x many issues and get you
back to work quickly.
2. If the above troubleshooting steps do not work, email your request to support@linmedia.zendesk.com or login to the
LIN Media Zendesk at http://linmedia.zendesk.com.
3. Fully explain your issue, including when you rst noticed the issue, steps on how to re-create the issue, any sample
links to your site where the issue is occurring and, if possible, any screenshots of the issue in action. Please be sure
to ll out all elds when ling a ticket.
4. Our support staff will contact you as soon as possible. While we do not operate support 24/7, during business
hours we usually respond to routine tickets within 1 hour, and Urgent tickets within 15 minutes.
5. If your site is down, you are unable to complete your duties while under a deadline, or you feel that your issue is a
severe emergency, please follow the escalation procedures outlined in this document.
6. If our support team requires additional information, we will respond to your ticket and ask for your assistance. You
will be alerted via email of our request. Please respond as quickly as possible: we are unable to assist you in your
issue if we cannot get updates in a timely fashion.
PLEASE NOTE: Station generated modules or applications are generally NOT supported by LIN Digital Operations. We
will assist as best we can, but we generally do not guarantee support on those products.

LIN Media Developed or Managed Applications and Services:

newsPublish
onPolitix
(YOURSTATE.onpolitix.com)
newsTouch
(tablet.YOURDOMAIN.com,
touch.YOURDOMAIN.com and
m.YOURDOMAIN.com)
newsTouch Apps:
iPad App
iPhone App
Android App
linBlitz (Sports Scores)
LinApps, including:
PhotoMojo
time2time
23tweeToo
embedHead
pollPosition
quizShow
Apps hosted at
YOURDOMAIN.lininteractive.com
Wordpress Blogs
(blogs.YOURDOMAIN.com)
Finance Module
Most weather modules
Hurricane Tracker
Video Scroller
MailChimp
Any Custom HTMLiFrame or
Widgets created by corporate
ReportIt
Automated AP Ingested stories
Weather CDN
(wx.YOURDOMAIN.com)


Third-Party Applications and Services
For support of Third Party Applciations or Services:
1. If you are having an issue with a web-based application or service, rst try logging out of all web apps, clearing your
browsers cache, closing your browser, restarting your computer and trying again. This will often x many issues and
get you back to work quickly.
2. If the above troubleshooting steps do not work, use the help desk or support feature for the application or service,
or email the support desk of the application or service. To nd the correct email address, phone number or website
for support of your third party application or service, see Third-Party Applications and Services Support
Contacts.
3. Either in your email or your support ticket, fully explain your issue, including when you rst noticed the issue, steps
on how to re-create the issue, any sample links to your site where the issue is occurring and, if possible, any
screenshots of the issue in action. Some Help Desks listed above are information only and do not allow you to le a
ticket. In those cases, follow the steps as outlined in Escalating Third Party Applications or Service Issues.
4. Be mindful of the response time indicated by the service provider. Some provide 24/7 support, others provide
business hour support, while others do not guarantee any on-call time. Also, response times may vary from vendor
to vendor. If you feel that you have not received a response in a timely manner, follow the steps outlined in
Escalating Third Party Applications or Service Issues.
5. If an application or service above is completely down and you are unable to complete your duties while under a
deadline, or you feel that your issue is a severe emergency, follow the steps outlined in Escalating Third Party
Applications or Service Issues.
6. If a third party application or service support team member requires additional information, please respond as
quickly as possible: they are unable to assist you in your issue if they cannot get updates in a timely fashion.


Third Party Applciations or Services

Anvato Video Studio
Omniture
Trumba
UPickEm (SecondStreet)
Livestream.com
Uvault (Livestreaming)
Caspio, including:
Caspio Recipe Guide
Disqus
Vibes SMS, including:
Automatic WX Alerts
Automatic News Alerts
Automatic Closings Alerts
Any SMS/Texting issues
TitanTV (TV Listings)


Third-Party Applications and Services Support Contacts

Application Helpdesk Email Phone Hours
Anvato N/A support+lin@anvato.com (866) 246-6942 24/7
Trumba j.mp/trumbahelp

Support forum - not
actively managed
support@corp.trumba.com (206) 652-0477 N/A
UPickEm j.mp/upickemhelp

Support forum - not
actively managed
afliatesupport@secondstreet.com (877) 843-2900 8A-8P
M-F
Uvault j.mp/uvaulthelp

Must be logged in
support@uvault.com (661) 579-3003 24/7
Caspio j.mp/caspiohelp

Must login with your
Caspio account
information
customersupport@caspio.com (650) 691-0900 10A-8P
M-F
Disqus j.mp/disqushelp Only available for pro accounts (if your
station has purchased)
Only available for
pro accounts
N/A
IntenseDebate j.mp/intensedebatehelp Only available for pro accounts (if your
station has purchased)
Only available for
pro accounts
N/A
Vibes j.mp/vibeshelp customercare@vibes.com (877) 834-9566 24/7
TitanTV j.mp/titantvhelp Not Available Not Available N/A
Omniture Direct contact -
Amanda Martin
amanda.martin@linmedia.com (401) 457-9521 9A-5P
M-F


Escalation Procedures for LIN Media products
If your issue is an emergency, then you may need to escalate your issue to receive a timely response. Please follow the
steps below to escalate your procedure to LIN Medias Digital Operations Team.
1. Contact Robbie Byrd, LIN Media Corporate Digital Project Manager, at (559) 762-2432. You may also email Robbie
directly at robbie.byrd@linmedia.com. If leaving a voicemail, provide your name, your station, your email address, the
application or service you are experiencing issues with, and a call back number.
2. If you are unable to contact your Digital Media Director, Digital Media Manager or Robbie Byrd, call the LIN CORE
Support Emergency Line at (980) 404-CORE (2673). Choose option 2 to receive the Emergency Line for LIN
products, or choose option 3 for NON-LIN products.
3. If you are unable to contact either your Digital Media Director, Digital Manager, Robbie Byrd or do not receive a
response from the LIN CORE Emergency Line, please standby. We will contact you as soon as possible.
Please note: While we try to respond to emergency issues as quickly as possible, be aware that there may be some
delay in addressing your issue, especially after hours, on weekends and on holidays. We will strive to provide you with as
timely a response as possible.


Escalation Procedures for Third-Party Applications and Services
If your issue is an emergency, and you have not received a timely response from a third party application or service
vendor, then you may need to escalate your issue to LIN Medias Digital Operations Team. Please follow the steps below
to escalate your procedure.
1. Make sure you have contacted the service provider and led a ticket with the service provider before proceeding.
2. Contact your Digital Director or Digital Media Manager. Provide as much detail about the issue, including the time it
started, whether you have reached out to the third party application or service vendor, any ticket number(s) you may
have, and any communication with the third party application or service vendor.
3. If you are unable to contact your Digital Media Director or Digital Media Manager, call Robbie Byrd, LIN Media
Corporate Digital Project Manager, at (559) 762-2432. You may also email Robbie directly at
robbie.byrd@linmedia.com. If leaving a voicemail, provide your name, station, your email address, the application or
service you are experiencing issues with, and a call back number.
4. If you are unable to contact your Digital Media Director, Digital Media Manager or Robbie Byrd, call the LIN CORE
Support Emergency Line at (980) 404-CORE (2673). Choose option 2 to receive the Emergency Line for LIN
products, or choose option 3 for NON-LIN products.
5. If you are unable to contact either your Digital Media Director, Digital Manager, Robbie Byrd or do not receive a
response from the LIN CORE Emergency Line, please continue to follow-up independently with the application or
service vendor.
Please note: While we try to respond to emergency issues as quickly as possible, be aware that there may be some
delay in addressing your issue, especially after hours, on weekends and on holidays. We will strive to provide you with as
timely a response as possible.