Support Packages
Get priority support for your academic conference with dedicated assistance, faster response times, and personalized setup calls.
Free community support is available for all users. Our support team monitors the forum and responds to questions.
Priority Support Packages
For conference chairs who need dedicated assistance
Small
<300 submissions
- 12-hour response time
- 1 × 30-min setup call
- 15 days post-conference coverage
- Priority help desk support
- Direct access to support team
Medium
300-1000 submissions
- 12-hour response time
- 2 × 30-min setup calls
- 15 days post-conference coverage
- Priority help desk support
- Direct access to support team
Large
1000-3000 submissions
- 12-hour response time
- 4 × 30-min setup calls
- 30 days post-conference coverage
- Priority help desk support
- Direct access to support team
Mega Conference Support
For conferences with 3000+ submissions
Frequently Asked Questions
What is the response time guarantee?
Response time is measured during business hours (Monday-Friday, 9 AM - 6 PM EST). We aim to respond to all tickets within the guaranteed time for your package tier.
When does coverage start and end?
Coverage starts immediately upon purchase. It continues until your conference end date plus the coverage period for your tier (15 days for Small/Medium, 30 days for Large/Mega).
Can I upgrade my package?
Yes! Contact us at support@paperfox.ai to discuss upgrading your support package. We will prorate the cost based on your remaining coverage period.
What are setup calls?
Setup calls are 30-minute video calls with our support team to help you configure your conference, answer questions, or provide guidance on best practices.
How do I submit a support ticket?
Sign in to PaperFox and click Support in the side menu. From there, you can submit a ticket and our team will respond promptly.
Who can purchase a support package?
Only conference chairs can purchase support packages for their conferences. If you need support for a conference, contact one of the conference chairs to make the purchase.