The following matrix provides a quick reference as to which sections of the PaperThin Support site are accessible to Customers.
Dedicated Support Representatives (DSRs)
PaperThin allows our Customers to designate from 1-3 of their staff as Designated CommonSpot Support Representatives. These ‘super users’ are the primary points of contact from your organization with PaperThin’s Support Team. Customers may also designate any number of additional CommonSpot Users, who can access a wide array of PaperThin support services.
DSRs must submit support incidents using the Integrated Support Module, accessed from the CommonSpot Administrator on your server(s). Once submitted, these incidents can be tracked online. Click here to learn more about using the Integrated Support Module.
Active CommonSpot Users
Individuals within Customer accounts can be provided with access to the PaperThin support site by one of their organization's Designated Support Representatives. Access to the sections identified in the chart below requires a current CommonSpot subscription.
CommonSpot Users
Individuals within Customer accounts that have not purchased a CommonSpot subscription, or whose subscription has expired, may access the support services outlined below.
| Support Site Section | DSRs
| Active CommonSpot Users
| CommonSpot Users |
| Knowledge Base
(includes Document Library, FAQs, Knowledge Articles)
| Yes | Yes | Yes |
| Discussion Forums
| Yes | Yes | Yes |
Downloads
| Yes | No | No |
Tag Gallery
| Yes | Yes | Yes |
Incident Tracking
| Yes | Yes - but can only submit
enhancements,
not support incidents or bugs
| Yes |
Webinars
| Yes | Yes | Yes |
If you have any additional questions about your account or your subscription, please contact your Account Manager at (617) 471.4440, or email us at sales@paperthin.com.
