The software maintenance program ensures continuous operation of the OnTime products covered in the customer’s IT environment subsequent to an upgrade to a newer version of the product. IntraVision guaranties a minimum of 2 new maintenance releases per year, which ensures continuous development of new features and functionality. OnTime will support the latest version of the mail & calendar platform for which it was bought no later than three months after its release from the mail & calendar platform manufacturer.
Further the maintenance agreement ensures that customers with active maintenance are entitled to receive error fixes and new versions including new functionality without additional cost. The maintenance agreement is limited to the OnTime product components included in the standard product download from www.ontimesuite.com. The cost of maintaining customer specific applications is not included in the maintenance agreement, and will be invoiced separately. IntraVision will provide all maintenance customers with timely information about new releases of the OnTime products.
In accordance with the present maintenance agreement the OnTime products shall support the IT platforms specified in the installation and configuration manuals. These manuals can be obtained from www.ontimesuite.com.
IntraVision will create a fix release for an OnTime product if one of the following criteria are met:
The obligation to create fix releases for OnTime, for one or more of the three scenarios listed above, is limited to 24 months after the original release date of the OnTime version.
The obligation to deliver updates to the software covered by the agreement is annulled if the mail & calendar platform manufacturer removes building blocks from their products that are essential to the development of an OnTime product.
IntraVision will use its reasonable endeavours to respond within the following response times (via e-mail):
Unless the incident is deemed a bug in an OnTime product, IntraVision will charge support by the hour (EUR 75 per ½ hour). For customers with a current OnTime support contract, there is no additional charge.
Pricing of maintenance is 20% of list price annually.
IntraVision constantly develops new features for the OnTime products. The new versions are released at least twice a year and customers can legally upgrade to the newest version if they have active OnTime software maintenance. If the product specific OnTime software maintenance has lapsed / expired, the OnTime software maintenance must be reinstated to allow customers to install versions of OnTime released after the date on which the maintenance lapsed / expired. Reinstatement of OnTime software maintenance is priced at 60% of the list price for new licenses - at the time of the reinstatement. Reinstatement is only an option within the first two years after the date the maintenance lapsed / expired.
A Technical support contract entitles you to technical support by email or phone directly from IntraVision. The Technical Support Contract is an add-on to the maintenance contract and is priced at 15% of list price on the licensed product annually. Technical support is available during our office hours (09.00 to 16.00 Central European Time).
The support agreement is limited to the OnTime product components included in the standard product download from www.ontimesuite.com. The cost of supporting customer specific applications is not included in the support agreement, and will be invoiced separately.
Please include the following information in your mail or have it available when calling
A critical issue exists when it is verified by IntraVision that one or more the following criteria are met:
If it is verified by IntraVision that a software defect exists, which meets one or more of the criteria for a critical issue, IntraVision will start working on a fix or work around within 8 work hours after the defect has been verified. Updates on progress to customer will be provided on a daily basis for critical issues.
A work around or temporary fix is guaranteed within 5 working days, but will often be much faster, provided customer:
A permanent fix will be provided in the next public release.
If you do not have an OnTime Technical Support Contract, time spent on your incident will be charged by the hour (minimum of half an hour) at a rate of EURO 170 unless otherwise agreed. Alternatively, support can be obtained from an OnTime reseller. This support service from the reseller is normally a payable service.