> For the complete documentation index, see [llms.txt](https://oten.gitbook.io/identity-support/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://oten.gitbook.io/identity-support/integration/prerequisites/support-and-troubleshoot/contact-support.md). # 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!