Contact Support¶
We are always ready to help you use Papa Social Login most effectively.
Support Channels¶
📧 Email Support (All plans)¶
Email address: support@papathemes.com
Response times: - 7-day trial: 24 hours - Active subscription ($19/month): 24 hours - Priority support: 4 hours (business hours)
When sending emails, please include: - BigCommerce store URL - Papa Social Login plan currently in use - Detailed problem description - Screenshots if available - Browser console logs (if JavaScript errors occur)
💬 Live Chat (Pro & Enterprise)¶
Operating hours: Monday - Friday, 9:00 AM - 6:00 PM (EST)
Access: In Papa Social Login dashboard → Help & Support → Live Chat
Suitable for: - Quick configuration questions - Real-time troubleshooting - Feature usage guidance - Technical support
📞 Phone Support (Enterprise only)¶
Hotline: 1-800-PAPA-SSL (1-800-727-2775)
Hours: - Business hours: Monday - Friday, 8:00 AM - 8:00 PM (EST) - Emergency: 24/7 for critical issues
Emergency escalation: - Service outage - Security incidents - Data loss issues - Payment processing errors
Self-Service Resources¶
📚 Knowledge Base¶
Access: docs.papasociallogin.com
Content includes: - Step-by-step tutorials - Video guides - Best practices - Troubleshooting guides - API documentation
🎥 Video Tutorials¶
YouTube Channel: Papa Social Login
Available playlists: - Getting Started (5 videos) - Advanced Configuration (8 videos) - Troubleshooting Common Issues (6 videos) - Integration Guides (10 videos)
🌐 Community Forum¶
Address: community.papasociallogin.com
Benefits: - Connect with other users - Share best practices - Feature requests and voting - Beta testing opportunities
Dedicated Support (Enterprise)¶
👨💼 Account Manager¶
Each Enterprise customer is assigned a dedicated account manager:
Responsibilities: - Onboarding and setup - Regular check-ins - Performance optimization - Feature planning - Issue escalation
Contact methods: - Direct email - Slack channel - Scheduled calls - Emergency phone
🎓 Training & Onboarding¶
Included in Enterprise:
Initial onboarding (2-4 weeks): - Kickoff call with stakeholders - Technical setup session - Configuration workshop - Go-live support - Post-launch review
Ongoing training: - Monthly best practices webinars - Quarterly business reviews - New feature training - Team workshops
📊 Success Metrics¶
Monthly reports include: - Login conversion rates - Customer acquisition metrics - Performance benchmarks - Optimization recommendations - Action items
Developer Support¶
🔧 Technical Integration¶
API Support: - REST API documentation - GraphQL schema - Webhook setup - Rate limiting guidance - Authentication help
Custom Development: - Consultation calls - Code review - Integration planning - Testing support
🐛 Bug Reports¶
GitHub Issues: github.com/papasociallogin/issues
Bug report template:
**Environment:**
- BigCommerce Plan:
- Theme:
- Browser:
- Papa Social Login version:
**Steps to reproduce:**
1.
2.
3.
**Expected behavior:**
**Actual behavior:**
**Screenshots/Console logs:**
🔒 Security Issues¶
Security email: security@papathemes.com
Responsible disclosure: - Contact before making public - Receive credit in security advisories - Bug bounty program for critical vulnerabilities
Service Level Agreements¶
Response Times¶
| Issue Type | Trial | Active | Priority | | General questions | 24h | 24h | 4h | | Technical issues | 48h | 24h | 4h | | Billing questions | 24h | 12h | 2h | | Security issues | 24h | 12h | 1h | | Service outage | N/A | 4h | 30min |
Resolution Targets¶
| Severity | Description | Target |
|---|---|---|
| Critical | Service down, data loss | 4 hours |
| High | Major functionality broken | 24 hours |
| Medium | Minor issues, workarounds available | 3 days |
| Low | Enhancement requests, documentation | 1 week |
Escalation Process¶
- L1 Support - General questions, basic troubleshooting
- L2 Support - Technical issues, advanced configuration
- L3 Support - Engineering team, code-level issues
- Emergency - Management escalation, critical issues
Feedback & Feature Requests¶
💡 Feature Requests¶
Portal: feedback.papasociallogin.com
Process: 1. Submit detailed feature request 2. Community voting 3. Product team review 4. Roadmap planning 5. Development & release
⭐ Reviews & Testimonials¶
BigCommerce App Store: - Rate Papa Social Login - Write detailed reviews - Help other merchants
Case Studies: - Share success stories - Participate in testimonials - Get featured in marketing
Emergency Contacts¶
🚨 Critical Issues¶
Definition of critical issues: - Complete service outage - Data breach or security incident - Payment processing failures - Mass customer login failures
Emergency contacts: - Phone: 1-800-PAPA-SSL ext. 911 - Email: emergency@papathemes.com - SMS: Text "EMERGENCY" to +1-555-PAPA-911
📈 Status Page¶
URL: status.papasociallogin.com
Real-time monitoring: - Service availability - Response times - Incident updates - Maintenance schedules
Subscribe notifications: - Email alerts - SMS notifications - Slack integrations - RSS feeds
Business Hours & Holidays¶
Standard Business Hours¶
Time zones:
- EST (Eastern): 9:00 AM - 6:00 PM
- PST (Pacific): 6:00 AM - 3:00 PM
- GMT (London): 2:00 PM - 11:00 PM
- JST (Tokyo): 11:00 PM - 8:00 AM (+1 day)
Holiday Schedule¶
US Holidays (Limited support): - New Year's Day - Memorial Day - Independence Day - Labor Day - Thanksgiving - Christmas Day
Coverage during holidays: - Emergency support only - Email responses delayed - Live chat offline - Normal operations resume next business day
Partner Support¶
🤝 BigCommerce Partners¶
Dedicated partner support: - Partner success manager - Technical integration help - Co-marketing opportunities - Revenue sharing programs
🏢 Agency Partners¶
Benefits: - Volume discounts - White-label options - Custom development priority - Joint go-to-market support
Requirements: - 10+ client implementations - Certified BigCommerce partner - Case studies available - Training completion
Tips for Effective Support
To receive fast and accurate support:
- Prepare complete information before contacting us
- Use the appropriate channel for your type of issue
- Follow up if you don't receive a response within SLA
- Provide feedback after your issue is resolved
Business Hours
All times are calculated in EST (Eastern Standard Time). For emergencies, we have a duty engineer on-call 24/7.