Your success is paramount to us. Our highly skilled support professionals are here to provide you with an exceptional level of support when you need assistance to ensure your CommonSpot site is always on.
It is easy to access Technical Support:
- Log in to PaperThin’s Support site
- Utilize the PaperThin integrated support module to submit support incidents
- Call PaperThin Support at (617) 471.4440 extension 3
- Email us at firstname.lastname@example.org for assistance in using our support services
As a CommonSpot customer, you also have unrestricted access to PaperThin’s Support Site which offers a wealth of information at your fingertips. You can use free knowledge base tools, download patches, service packs and major builds, access community forums and more.
As a Designated Support Representative you have access to a "My Account" support dashboard with quick access to all support resources and info.
Integrated Support allows you to submit support incidents directly from your system. It is accessible from within the CommonSpot Administrator on all servers on which CommonSpot is installed.
CommonSpot installation and upgrade requirements for Basic Hardware, Operating System, Database, Java, ColdFusion or Railo Engine and Web Browser for authoring are listed here for each build.
PaperThin releases patches (HotFixes) for each release. Listed here are currently supported and non-supported patch lists for builds. Check here first before submitting a Support Incident. Be sure to sign up for patch emails.
Search the many KB Articles that include patches and others that cover How To questions or suggest how to configure your environment so CommonSpot runs smoothly. Also search our product documentation.
An annual subscription package entitles licensed customers to receive on-going support and to have access to all new releases and upgrades during the annual period.
PaperThin employs a point system to enable you to determine the priority of your Support Incident in the PaperThin Support Queue.
In addition to the Guides included in the downloadable Help Module (Admin, Contributors, Elements and API) PaperThin publishes other training and configuration documentation.
The API documentation provides an overview of the CommonSpot Command API, as well as reference documentation for each component, method, and datatype in the API.
The Commons is a resource for the CommonSpot community to ask or answer a question, give or receive feedback, download custom apps and read articles on everything from content strategy to technical architecture.
The Application Development Framework is a free, open source project for extending CommonSpot with custom applications that are tightly bound to core CommonSpot code.
Watch Podcasts, Customer Webinars, Solution and Feature Videos, and Public Webinars with customers and partners. This is a great way to understand the power of CommonSpot.
PaperThin Support Services offer organizations that require escalated support with direct access to Senior Engineers for troubleshooting and remediation.
PaperThin Support is closed on New York Stock Exchange Holidays and traditionally the day after Thanksgiving. Support may also be closed the day after Christmas.
PaperThin offers a series of training courses, conducted online and in-person, that will educate you in all aspects of CommonSpot.
When deadlines approach and you need direct access to the PaperThin Support Team, ask your account representative about Retainer Support.