PaperThin

Support Options

At PaperThin, we understand that responsive and knowledgeable technical support is critical to the successful operation of your Web site. As a demonstration of our commitment, we are here to ensure CommonSpot Content Server is working for you. Through our 12-hour telephone hot-line and our integrated online support, PaperThin will receive and answer your support questions in a timely manner. 

PaperThin provides a wide array of resources in the Support section of the site to assist our customers. For details on which sections of our Support site are accessible to customers, click here.

Phone and Online Support

Our support staff is committed to providing knowledgeable and responsive turn around to your technical support questions.

• Telephone Support is available 7:00 am to 7:00 PM, U.S. Eastern Standard Time, Monday through Friday at 617-471-4440, option 3.
• Support incidents must be submitted by Designated Support Representatives from your CommonSpot server(s) using the Integrated Support Module (best.)  If your server does not have internet access you may upload the Incident packet from your server (found in the \paperthin\bug-report\packets directory) directly on the PaperThin site(better). The file will have a .packet extension. The last option is to complete the Incident form on the PaperThin website (good).
  
• Track and respond to incidents you have submitted using our online Incident Tracking System.
• For questions about submitting an incident or regarding login information, you may email us at support@paperthin.com.
• PaperThin employs a Support Point system which allows you to prioritize incident submissions.  Feel free to contact your account manager with any questions about this system.
• Days of operation are Monday through Friday with the exception of New York Stock Exchange holidays.

Questions About Support

• How do I submit and track a support incident?
• What is a Designated Support Representative or DSR?
• What other support services are available?
• Frequently Asked Questions (FAQ's)

In order to better serve your support needs Support Incidents are best submitted using the  Integrated Support Module inside the Administration Module built into CommonSpot. Doing so provides PaperThin Support Engineers with the latest CommonSpot error logs and server details.

>> Read about Integrated Support in our CommonSpot Administrator's Guide for your version of CommonSpot.