# Contact Support Need help with Oten IDP integration? We're here to assist you! Choose the best support channel based on your needs. ## Emergency Support ### Critical Issues (24/7) For production outages or security incidents: * **Emergency Email**: `support@oten.live` **What qualifies as emergency:** * Production authentication service down * Security breach or suspected compromise * Complete loss of user access * Data integrity issues ## Standard Support Channels ### Technical Support For integration help, troubleshooting, and technical questions: * **Support Portal** (coming soon): [support.oten.com](https://support.oten.com) * **Email**: `support@oten.live` * **Response Time**: * Enterprise: 2-4 hours * Professional: 4-8 hours * Standard: 24-48 hours ### Developer Support For API questions, SDK issues, and integration guidance: * **Developer Portal** (coming soon): [developers.oten.com](https://developers.oten.com) * **Email**: `support@oten.live` * **GitHub Issues** (coming soon): [github.com/oten/oauth-sdk](https://github.com/oten/oauth-sdk) * **Stack Overflow**: Tag your questions with `oten-idp` ### JAR Implementation Support **Can't implement JAR?** Oten IDP requires JAR (JWT-Secured Authorization Request) by default. If your application cannot implement JAR due to technical constraints, contact us to discuss enabling traditional OAuth flow as a temporary solution. **Email**: `support@oten.live` **Include in your request:** * Application details and technical constraints * Reason why JAR cannot be implemented * Security measures you have in place * Timeline for potential JAR migration **Security Notice**: Traditional OAuth flow has lower security compared to JAR and should only be used temporarily while planning JAR implementation. ## Community Support ### Community Forums Connect with other developers and get community help: * **Community Forum**: [community.oten.com](https://community.oten.com) *(coming soon)* * **Discord Server**: [discord.gg/oten](https://discord.gg/oten) *(coming soon)* * **Reddit**: [r/OtenDev](https://reddit.com/r/OtenDev) *(coming soon)* ### Documentation & Resources Self-service resources: * **Knowledge Base**: [docs.oten.com](https://kb.oten.com) *(coming soon)* * **API Documentation**: [api.oten.com](https://api.oten.com) *(coming soon)* ## Before Contacting Support ### Information to Prepare **For Technical Issues:** * Error messages (exact text) * Steps to reproduce the issue * Expected vs actual behavior * Environment details (staging/production) * Client ID (never share client secret) * Timestamp of the issue * Browser/SDK version * Network logs (sanitized) **For Integration Questions:** * Your application type (web app, SPA, mobile) * Programming language and framework * OAuth flow you're implementing * Specific step where you're stuck * Code snippets (remove sensitive data) ### Quick Self-Check Before reaching out, try these steps: 1. **Check Service Status**: [status.oten.com](https://status.oten.com) *(Coming Soon)* 2. **Review Documentation**: Search our docs for your issue 3. **Check Common Errors**: See our [troubleshooting guide](broken://pages/4GCSJSbYOtBSsQYZG6mJ) 4. **Test in Sandbox**: Verify if issue exists in test environment ## Creating a Support Ticket ### Via Support Portal 1. Go to [support.oten.com](https://support.oten.com) *(Coming Soon)* 2. Log in with your Oten account 3. Click "Create New Ticket" 4. Select appropriate category: * **Integration Help** * **Bug Report** * **Feature Request** * **Account Issues** * **Security Concerns** ### Via Email Send to `support@oten.live` with: **Subject Format:** ``` [PRIORITY] [CATEGORY] Brief description ``` **Examples:** * `[HIGH] [INTEGRATION] Token refresh failing in production` * `[MEDIUM] [BUG] PKCE validation error with mobile SDK` * `[LOW] [FEATURE] Request for additional scopes` **Email Template:** ``` Priority: [HIGH/MEDIUM/LOW] Category: [Integration/Bug/Feature/Account/Security] Environment: [Production/Staging/Development] Client ID: [Your client ID] Issue Description: [Detailed description of the issue] Steps to Reproduce: 1. [Step 1] 2. [Step 2] 3. [Step 3] Expected Behavior: [What should happen] Actual Behavior: [What actually happens] Error Messages: [Exact error messages] Additional Context: [Any other relevant information] ``` ## Support Hours & SLA ### Business Hours * **Standard Support**: Monday-Friday, 9 AM - 6 PM (your local timezone) * **Premium Support**: Monday-Friday, 8 AM - 8 PM + Saturday 10 AM - 4 PM * **Enterprise Support**: 24/7 coverage ### Response Time SLA | Priority | Enterprise | Professional | Standard | | ------------ | ---------- | ------------ | -------- | | **Critical** | 1 hour | 2 hours | 4 hours | | **High** | 4 hours | 8 hours | 24 hours | | **Medium** | 8 hours | 24 hours | 48 hours | | **Low** | 24 hours | 72 hours | 5 days | ### Resolution Time Goals | Issue Type | Target Resolution | | ------------------- | ----------------- | | **Service Outage** | 2-4 hours | | **Security Issue** | 4-8 hours | | **Integration Bug** | 1-3 business days | | **Feature Request** | 2-4 weeks | | **Documentation** | 1-2 business days | ## Security & Privacy ### Reporting Security Issues * **Security Email**: `support@oten.live` * **PGP Key**: Available at [oten.com/pgp](https://oten.com/pgp) * **Bug Bounty**: [oten.com/bounty](https://oten.com/bounty) ### Data Privacy * We follow GDPR, CCPA, and SOC 2 compliance * Support conversations are encrypted and logged * Data retention: 2 years for support tickets * You can request data deletion anytime ## Additional Resources ### Training & Onboarding * **Live Training Sessions**: Monthly webinars * **Custom Training**: Available for enterprise customers * **Certification Program**: Oten Developer Certification ### Partner Support * **Integration Partners**: [partners.oten.com](https://partners.oten.com) * **Consulting Services**: Professional implementation help * **Technical Account Manager**: For enterprise customers *** ## Quick Contact Summary | Need | Contact Method | Response Time | | ----------------------- | ------------------- | ------------- | | **Emergency** | come soon | Immediate | | **Technical Help** | `support@oten.live` | 2-48 hours | | **Developer Questions** | `support@oten.live` | 4-24 hours | | **Security Issues** | `support@oten.live` | 1-4 hours | | **Sales/Billing** | `support@oten.live` | 24 hours | **Remember**: The more details you provide, the faster we can help you! --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://oten.gitbook.io/identity-support/integration/prerequisites/support-and-troubleshoot/contact-support.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.