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

  • 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:

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:

Documentation & Resources

Self-service resources:

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 (Coming Soon)

  2. Review Documentation: Search our docs for your issue

  3. Check Common Errors: See our troubleshooting guide

  4. Test in Sandbox: Verify if issue exists in test environment

Creating a Support Ticket

Via Support Portal

  1. Go to 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

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

  • 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!

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