# Operations, ad ops & support: questions and answers

The people who traffic tags, run the moderation queue, watch status, and answer the first support ticket. 10 questions, grouped by stage.

## Set up

### What does Genuin ad operations do versus what we do?

On Genuin Ad Server, Genuin generates and places tags per placement after you set floors; on a partner ad server, you create ad units from the grid CSV and Genuin configures your tags inside Genuin Ad Server for those placements. Blocklists are yours to maintain.

Read: [Programmatic: Genuin Ad Server or your partner ad server](https://begenuin.com/developers/get-started/any-business/programmatic-genuin-ad-server-or-your-partner-ad-server) · [Blocklists and ad quality controls](https://begenuin.com/developers/get-started/any-business/blocklists-and-ad-quality-controls) · [The Hierarchical Grid: one spine for inventory, layout, and reporting](https://begenuin.com/developers/get-started/any-business/the-hierarchical-grid-one-spine-for-inventory-layout-and-reporting)

### How do I traffic an offsite tag in our DSP?

Create the tag under Offsite → Tags with content, size, format (VAST 4.2 or JavaScript), and the buyer's macros, then paste it into the DSP or trafficking sheet; impressions appear in Reports → Offsite.

Read: [Offsite: generate IAB-standard tags for your media plan](https://begenuin.com/developers/get-started/any-business/offsite-generate-iab-standard-tags-for-your-media-plan) · [Ad tag reference: VAST, IAB sizes, and macros](https://begenuin.com/developers/get-started/any-business/ad-tag-reference-vast-iab-sizes-and-macros)

### Can I bulk-create placements?

Yes. Import the grid as CSV with one row per placement from Network → Grid → Import/Export; the same file generates package listings and partner ad server line items.

Read: [Register your placements on the Hierarchical Grid](https://begenuin.com/developers/get-started/any-business/register-placements) · [The Hierarchical Grid: one spine for inventory, layout, and reporting](https://begenuin.com/developers/get-started/any-business/the-hierarchical-grid-one-spine-for-inventory-layout-and-reporting)

### How do webhooks retry and how do I verify them?

Genuin retries with backoff for 24 hours and shows delivery logs; verify the HMAC signature in the x-genuin-signature header with your endpoint secret.

Read: [Webhooks and events](https://begenuin.com/developers/get-started/any-business/webhooks-and-events)

## Grow

### How do I run the moderation queue and what are the SLAs?

The queue shows flagged items by source with SLA timers, assignment, bulk actions, and appeals; set hold, remove, or label per source, and read the weekly digest. Baselines are Standard or Strict, both editable.

Read: [Set moderation and brand safety](https://begenuin.com/developers/get-started/any-business/moderation-brand-safety) · [Control: roles, moderation, brand safety, and guidelines](https://begenuin.com/developers/get-started/any-business/control-roles-moderation-brand-safety-and-guidelines) · [Content policies and community guidelines](https://begenuin.com/developers/get-started/any-business/content-policies-and-community-guidelines)

### How do I keep ads.txt current when partners change?

Brand Control Center (BCC) re-crawls daily and alerts the Revenue role if a line disappears; adding a demand partner that sells your inventory adds a line and shows the diff for approval.

Read: [Set up ads.txt and sellers.json](https://begenuin.com/developers/get-started/any-business/set-up-ads-txt-and-sellers-json) · [Add brand partners and demand partners](https://begenuin.com/developers/get-started/any-business/add-partners)

### Which routine work can Supervised Intelligence do without asking?

Anything you promote to a standing rule under Supervised Intelligence → Autonomy: classifying new videos, refreshing feeds, keeping ads.txt and sellers.json current, clearing moderation items inside the baseline, re-issuing keys. Public, paid, and sent changes stay on ask every time unless you decide otherwise.

Read: [Supervised Intelligence Autonomy and Approvals](https://begenuin.com/developers/get-started/any-business/supervised-intelligence-autonomy-and-approvals) · [Octo operates your Brand Control Center: Octo proposes, you approve](https://begenuin.com/developers/get-started/any-business/octo-operates-your-brand-control-center-octo-proposes-you-approve) · [24/7 Octo support: how Octo brings in account managers, developers, and Ops](https://begenuin.com/developers/get-started/any-business/24-7-octo-support-how-octo-brings-in-account-managers-developers-and-ops)

### What happens to a capability we copied when its publisher changes or removes it?

Nothing. Your copy is a private capability owned by your brand, so the publisher's later changes don't reach it. Remove from Marketplace only stops new copies; existing ones keep working. Your copy changes only when someone on your team edits its tools or models on its page under My Capabilities.

Read: [Add AI capabilities, tools, and models from the Marketplace](https://begenuin.com/developers/get-started/any-business/add-ai-capabilities-tools-and-models-from-the-marketplace) · [Marketplace: what it does and where to start](https://begenuin.com/developers/get-started/any-business/marketplace-what-it-does-and-where-to-start)

## Troubleshoot

### Where do I see incidents and who do I contact?

The status page covers SDK, API, player delivery, and ad serving; support is docs and community on Free, email next business day on Self-serve, and a named CSM with incident response within one hour on Enterprise.

Read: [Support, status, and SLAs](https://begenuin.com/developers/get-started/any-business/support-status-and-slas) · [Distribute your feeds across 7K+ apps and sites](https://begenuin.com/developers/get-started/any-business/distribute-feeds-network)

### A creative is running that should not. How do I stop it?

Block it with one click from the Ad quality report; add the advertiser domain or category to the blocklist, which syncs to Genuin Ad Server within minutes and is handed to your ad ops for a partner ad server.

Read: [Blocklists and ad quality controls](https://begenuin.com/developers/get-started/any-business/blocklists-and-ad-quality-controls) · [Programmatic: Genuin Ad Server or your partner ad server](https://begenuin.com/developers/get-started/any-business/programmatic-genuin-ad-server-or-your-partner-ad-server)

### Reports look wrong after we changed the grid. Why?

A view is recorded against exactly one placement and archived levels keep their history, so totals still sum; check whether a placement was re-created rather than edited, which starts a new row.

Read: [The Hierarchical Grid: one spine for inventory, layout, and reporting](https://begenuin.com/developers/get-started/any-business/the-hierarchical-grid-one-spine-for-inventory-layout-and-reporting) · [Measure engagement: watch time, lift, and cohorts](https://begenuin.com/developers/get-started/any-business/measure-engagement-watch-time-lift-and-cohorts)