Contact Support
Last updated
Last updated
Need help with Oten IDP integration? We're here to assist you! Choose the best support channel based on your needs.
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
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
For API questions, SDK issues, and integration guidance:
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:
Security Notice: Traditional OAuth flow has lower security compared to JAR and should only be used temporarily while planning JAR implementation.
Connect with other developers and get community help:
Self-service resources:
For Technical Issues:
For Integration Questions:
Before reaching out, try these steps:
Send to support@oten.live with:
Subject Format:
Examples:
Email Template:
Remember: The more details you provide, the faster we can help you!
Developer Portal (coming soon): developers.oten.com
Email: support@oten.live
GitHub Issues (coming soon): github.com/oten/oauth-sdk
Stack Overflow: Tag your questions with oten-idp
Application details and technical constraints
Reason why JAR cannot be implemented
Security measures you have in place
Timeline for potential JAR migration
Community Forum: community.oten.com (coming soon)
Discord Server: discord.gg/oten (coming soon)
Reddit: r/OtenDev (coming soon)
Knowledge Base: docs.oten.com (coming soon)
API Documentation: api.oten.com (coming soon)
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)
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)
Check Service Status: status.oten.com (Coming Soon)
Review Documentation: Search our docs for your issue
Check Common Errors: See our troubleshooting guide
Test in Sandbox: Verify if issue exists in test environment
Go to support.oten.com (Coming Soon)
Log in with your Oten account
Click "Create New Ticket"
Select appropriate category:
Integration Help
Bug Report
Feature Request
Account Issues
Security Concerns
[HIGH] [INTEGRATION] Token refresh failing in production
[MEDIUM] [BUG] PKCE validation error with mobile SDK
[LOW] [FEATURE] Request for additional scopes
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
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
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 Email: support@oten.live
PGP Key: Available at oten.com/pgp
Bug Bounty: oten.com/bounty
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
Live Training Sessions: Monthly webinars
Custom Training: Available for enterprise customers
Certification Program: Oten Developer Certification
Integration Partners: partners.oten.com
Consulting Services: Professional implementation help
Technical Account Manager: For enterprise customers
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