Cookie Information provides comprehensive support for customers implementing Google consent mode v2 with their websites and applications.
In this article, we’ll outline our support scope and commitment to ensure correct implementation, ongoing troubleshooting, and high-quality customer support related to Google consent mode.
1. Support with the setup
Correct implementation
We assist you in setting up the latest version of Google consent mode, Transparency and Consent Framework (TCF) and Google Tag Manager (GTM). Our team can also help you install Cookie Information banners on websites or apps.
Reference materials
In case you need more guidance, check support articles, such as:
2. Troubleshooting support
Cookie Information handles all issues related to Google consent mode or TCF signals on Google tags – how a website gets and uses user consent for data collection.
In case you face any issues you can consult our support center with troubleshooting steps to get you back on track.
For direct support, send us an email at support@cookieinformation.com and type “Google consent mode – your domain or company name” in the subject line.
You can also reach out to Cookie Information via live chat or phone.
Note: We advise you to refrain from contacting Google support directly.
If you experience any issues and report them to us, as part of our support process, we might share these issues with our partner Google via cmp-support-helper@google.com. Our collaboration helps Google improve its products further. We’ll only share that information once we’ve obtained your permission.
If you wish to share your inquiry with Google, you can copy the inquiry you reported to us and send it to Google using this email address: cmp-support-helper@google.com. This way you make sure that both Google and Cookie Information receive your request.
Response time
We respond to your inquiry within four business days.
Priority response time for managed compliance customers
We prioritize inquiries related to Google consent mode, tags, or TCF from managed compliance customers and respond to them within 24 hours.
3. Continuous improvement
Cookie Information handles all issues related to Google consent mode or TCF signals on Google tags.
However, the information connected with those issues shared with Google (see Troubleshooting support section) will help Google improve user experience with the consent mode implementation. It will also be used for documentation and troubleshooting suggestions.
4. Customer support operations
Our customer support covers different activities and processes involved in helping you solve technical problems. Here’s what exactly you can expect:
Access to staffed support
Our staffed support is available to all Google clients. It covers troubleshooting for Cookie Information and the consent mode or TCF implementation issues.
Service level agreement (SLA)
We set up workflows and automatic assignments in our support center to ensure we can quickly assist you, meet response times, and fulfill prioritization requirements.
Feedback and continuous improvement
We use feedback from resolving Google-related issues to enhance user experience, update our documentation, and proactively improve our support processes.