> For the complete documentation index, see [llms.txt](https://docs.adpage.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.adpage.io/faq/consultancy/is-my-question-a-support-ticket-or-a-consultancy-project.md).

# Is my question a support ticket or a consultancy project?

Support keeps your existing setup working. Consultancy designs or improves what your setup measures.

AdPage support keeps your server-side setup running: we fix what's broken, answer product questions, and make sure your data keeps flowing. Some questions, though, aren't about a broken setup, they're about *improving* your measurement, changing your website, or designing new tracking. That's valuable work, but it's a different kind of work with different dependencies.

This page draws a clear line: what's inside support, what's outside, and what to do next in each case. The goal is simple, you get a faster, better answer when your question reaches the right place.

{% hint style="info" %}
**The short version.** Support = keeping your existing setup working. Consultancy = designing or improving what your setup measures. Implementation = the initial build. If your question needs changes to your website, new events, or a data strategy, it's no longer a support ticket, and this page shows you where it goes.
{% endhint %}

## The three types of work

Most questions we receive fall into one of three buckets. Knowing which one you're in tells you what to expect and how fast it can move.

<table><thead><tr><th width="180">Type</th><th>What it is</th><th>How it works</th></tr></thead><tbody><tr><td><strong>Support</strong></td><td>Keeping your existing setup working: fixing errors, answering product questions, restoring data flow.</td><td>Reactive. Included in your subscription. Fast, because there's a clear "fixed".</td></tr><tr><td><strong>Implementation</strong></td><td>The initial build: getting your server-side tagging live and your standard events flowing.</td><td>A defined project with a clear "done". Included in onboarding or a fixed package.</td></tr><tr><td><strong>Consultancy</strong></td><td>Improving or extending what you measure: new events, custom conversion values, attribution and data strategy.</td><td>Proactive and project-based. Scoped and quoted separately, often with website/IT work attached.</td></tr></tbody></table>

## What support covers

These are the things to send straight to support, we've got them, and they usually close quickly.

* **Something that worked has stopped working.** A tag that no longer fires, data that suddenly dropped, a container returning errors.
* **Product & platform questions.** How a feature in the AdPage platform works, where to find a setting, how to read Monitoring.
* **Setup verification.** Checking whether your standard events, purchases, revenue and consent signals are being delivered correctly.
* **Delivery & platform status.** Confirming your data is reaching GA4 and your connected marketing platforms.
* **Account & billing.** Invoices, login issues, changing account or billing details.
* **Standard configuration inside your existing container.** Adjustments that use data your setup already collects.

{% hint style="success" %}
**Rule of thumb.** If the question is *"this should be working — can you fix or confirm it?"*, it's support. There's an objective "done", and we can get you there quickly.
{% endhint %}

## What falls outside support

These are real, worthwhile requests, but they're consultancy or implementation projects, not support tickets. They need analysis, scoping, and often website changes before anything gets built.

* **New events or custom conversion values.** For example a quote request valued at a fixed amount, or a sample request at 10% of the quote value. This is measurement *design*, not a fix.
* **Filling extra parameters a platform asks for.** The data often doesn't exist yet at that point in the visit and has to be captured first.
* **Website or IT changes.** Anything that needs new data pushed from your site, a dataLayer change, or developer work on your end.
* **Attribution, data interpretation and "why don't these numbers match?"** Explaining differences between platforms (Meta clicks vs GA4 sessions, for instance) is analysis and consultancy, not a delivery fix.
* **Strategy and optimisation.** Which events to prioritise, how to structure measurement across channels, POAS/MMM-style questions.
* **Platform-specific optimisation.** What's worth doing differs per marketing platform and needs a deliberate choice.

{% hint style="warning" %}
**Rule of thumb.** If the question is *"can you improve / add / design / explain this?"* — and especially if answering it needs a change to your website — it's a consultancy topic. Sending it through support doesn't make it move faster; it's the scoping that determines the outcome.
{% endhint %}

## Why the line matters

When a consultancy question comes in as a support ticket, it tends to stay open for weeks: there's no single "fixed" moment, it depends on other parties (your developers, the platform, your agency), and it reopens every time a new number looks off. A scoped consultancy project, by contrast, has a goal, a plan and an owner, so it actually gets delivered.

Drawing the line isn't about doing less. It's about giving each question the treatment that gets you a reliable result.

## What to do next

Before you reach out, a few minutes in the AdPage platform answers most questions, and if it turns out to be a project, it tells us exactly what to scope.

{% stepper %}
{% step %}

#### Check Monitoring

Open **Monitoring** in your AdPage platform to see which events and parameters are actually coming in. This tells you whether the data you're asking about is already there, partially there, or genuinely missing.
{% endstep %}

{% step %}

#### Check the knowledge base

Search the knowledge base for the feature, event or platform notice you're investigating. It answers common product questions and gives you the recommended next steps.
{% endstep %}

{% step %}

#### Ask Brent, the AI assistant

Ask our in-platform AI assistant, **Brent**, what a specific event, parameter or platform notice means for *your* container. It's the fastest way to understand a message in the context of your own setup, and it often resolves the question on the spot.
{% endstep %}

{% step %}

#### Read your setup analysis

Your platform includes a ready-made **analysis** of your current tracking. Use it to see where you stand and which improvements are actually worth prioritising, instead of reacting to every platform notice.
{% endstep %}

{% step %}

#### Confirm delivery status

Check the platform **status** to confirm your data is being delivered correctly. If matching looks lower than expected, this rules out a delivery problem before anything deeper.
{% endstep %}
{% endstepper %}

## Still need us? Here's where to send it

<table><thead><tr><th width="340">Your situation</th><th>Where it goes</th></tr></thead><tbody><tr><td>Something that worked has broken, or you have a product / account / billing question</td><td><strong>Support:</strong> contact us with what you saw in Monitoring.</td></tr><tr><td>You want new events, custom conversion values, richer parameters or other optimizations</td><td><strong>Consultancy:</strong> this needs scoping and usually website/IT work. Talk to us <a href="https://www.adpage.io/partners/">or a partner</a>.</td></tr><tr><td>You need website / developer changes to capture new data</td><td><strong>Consultancy + your dev team</strong> (<a href="https://www.adpage.io/partners/">or an AdPage partner</a>).</td></tr><tr><td>You want to understand a platform recommendation or a number that looks off</td><td>Start with Getting more out of your marketing platforms, then ask Brent.</td></tr></tbody></table>

{% hint style="success" %}
**Build once, reuse everywhere.** For genuine measurement projects, design every measurement as a solid **GA4 base event** first, then reuse that foundation across your channels (Google Ads, Meta, Pinterest, TikTok). One well-designed event set feeds every platform, instead of rebuilding measurement per channel.
{% endhint %}

## Working with a partner

For measurement projects that need website changes: new events, richer parameters, custom conversion values. AdPage works with implementation partners. They scope the website and IT work together with the platform-specific configuration, so the result is reliable and maintainable. Reach out and we'll point you to the right partner for your stack.

***

Still not sure which bucket you're in? Contact support with what you found in Monitoring, and we'll help you tell a quick fix apart from a consultancy project, and point you to the right next step.


---

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