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OnTime comes as either a Freemium or a Premium product. Your entitlement determines what type of support is available to you.

  • Freemium License (Domino only)
    Read about how to get support for OnTime Freemium here
  • Premium License
    You can get support for your OnTime Premium product from OnTime or an OnTime partner.


Support from OnTime is a payable service unless:

  • The issue you are reporting is deemed a bug in the product or
  • You have a technical support contract


To raise a support case fill out the form. You can read about our Technical Support contract here

License Terms

The following license terms shall apply for any entity or individual (“Customer”)’s use of any IntraVision software (“Software”) delivered by IntraVision hereunder. The term “Software” shall also include any enhancement, modification, renewals, extension, part, portion or expansion thereof or implementation of any of the foregoing, or back-up copies.

The Customer is upon payment of the license fee invoiced by IntraVision to Customer granted a non-exclusive, non-transferable, irrevocable (within the terms and conditions of this license) paid up license to use the Software only on a single system or equipment, as may be applicable, subject to the particular type of license acquired.

The license rights granted herein are restricted as provided herein and applicable solely to the corresponding number of users for which such rights have been licensed.

Notwithstanding anything in this license to the contrary, it is understood that the Customer is receiving no title or ownership rights to the Software, which rights shall remain with IntraVision and/or its licensors. All copyright, trade marks, patents or other intellectual property rights in the Software and associated documentation and other intellectual property rights arising out of the Customer’s use of the Software shall always remain with IntraVision and/or its licensors.

The Customer agrees that, notwithstanding its rights to use the Software in accordance with this license, the Software and associated documentation provided by IntraVision under this license or any renewals, extensions, or expansions thereof, or in implementation of any of the foregoing, shall be treated as the exclusive property of IntraVision and as proprietary and a trade secret of IntraVision.

Except to the extent permitted herein or to the extent such restrictions cannot be imposed under applicable laws and regulations, Customer shall not without the prior written consent of IntraVision:

  1. assign, give or transfer (including without limitation the giving of security interests of any kind in) the Software to another individual or entity;
  2. modify the Software;
  3. transfer or copy the Software except for temporary transfer in the event of computer malfunctions and a single backup or archival copy;
  4. remove or modify any trademark, trade name, copyright notice or other proprietary notice from the Software, and the Customer shall be responsible for the conservation of the same in and on any back-up copy of the Software;
  5. disclose or make the Software available to any other party or permit others to use it except the Customer’s employees and agents who use it on Customer’s behalf and who have agreed to these license terms;
  6. translate, reverse engineer, decompile, “unlock”, decode or disassemble the Software;
  7. release benchmarks or other comparisons of the Software;
  8. rent, lease, timeshare, provide subscription services or sublicense the Software

The Customer shall comply with all relevant export control regulations and restrictions of Denmark, EU, the United States of America and elsewhere (“Export Laws”) to assure that the Software shall not be exported/reexported, directly or indirectly, in violation of such laws. The Software may contain authorisation keys and license control utilities, which may not be modified or made inoperable by the Customer.

The Customer shall maintain adequate records of the installation and site of the Software matching the use of Software and license grants and make such records available to IntraVision at IntraVision’s request and, upon request, permit access to the site of the Software to verify usage.

In this case, a notice must be addressed by registered letter to the Customer at least twenty (20) business days before the beginning of the verification. This notice must contain the following information: name of the audit structure, scope of the audit (Contract reference, list of Software Product(s), geographic scope, etc.) (the “Audit Scope”), the methodology proposed to check the compliance (the “Procedure”) and its estimated length (the “Period”). The representatives of the Parties shall meet within twenty (20) business days of the notice to review the Audit Scope, the Procedure and the Period in order to find a mutually agreement on these elements. The auditors must agree to be bound by a confidentiality agreement. Any non-public information regarding Customer obtained through such audit shall be considered confidential Information of Customer. Supplier, and any third-party auditor, shall not have physical access to Customer’s computing devices in connection with any such audit, without Customer’s prior written consent. Customer will reasonably cooperate with the Supplier in such an exercise and provide Supplier with reasonable access to its facility and systems to enable Supplier’s audit. Supplier shall not disrupt Customer’s normal business activities and shall perform the audit in a professional manner.

The Customer shall indemnify and hold harmless IntraVision from and against any claims made by a third party with respect to the Customer’s violation of Customers license obligations granted by other vendors. These obligations of the Customer shall survive the termination of the software license for any reason.

If for any reason a situation arises, which requires that personnel from IntraVision accesses information covered by the Directive 95/46/EC of the European Parliament and of the Council of 24 October 1995 on the protection of individuals with regard to the processing of personal data and on the free movement of such data as transposed into Danish law with, among others, the Act on Processing of Personal Data (act no. 429 of 31 May 2000), then this access shall be governed by the “Data Processor Agreement” covering OnTime and potential OnTime Customers. Support and Service can only be provided after the Customer’s accept of the (“Data Processor Agreement”).

The Software is provided “as is” and the license to the Software is granted without any warranty or guarantee whatsoever. The Customer shall discharge IntraVision of any claim raised by any third party, arising out of the Customer’s failure to comply with the terms of the use of the Software and/or current applicable legislation.

To the extent permitted by applicable law, neither IntraVision nor its suppliers shall in no event be liable for any special, incidental, direct, indirect, or consequential damages whatsoever (including without limitation, damages for loss of business profits, business interruption, loss of business information, or any other loss) arising out of the use of or inability to use the Software, even if IntraVision has been advised of the possibility of such damages.

The use of the Software and this set of rules shall be subject to Danish law, except for its rules on choice of law. Disputes regarding the Software shall be brought before the Danish Maritime and Commercial Court of Copenhagen as exclusive venue, except for interlocutory measures, which may be sought before any court.

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.

Maintenance and Support Agreements

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:

  • Users cannot access the production servers and the situation is not recoverable by restart or reinstall of current version or an existing fix release.
  • Version creates a situation where data in general is unrecoverable, corrupt, or lost
  • Security issue resulting in users gaining unauthorized access to information

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.

For the term of this Agreement, IntraVision shall provide support via email in the following manner: Queries for specific technical problems and failures are possible at any time. For this purpose, the customer will submit the incident on our website or by mail to support@intravision.dk with a description of the problem and a classification in the following priority and error levels:

  • Level A: System does not work.
  • Level B: System works with limited functions.
  • Level C: System basically working. Just errors/problems with specific functions.

IntraVision will use its reasonable endeavours to respond within the following response times (via e-mail):

  • Level A: Response within the next working day.
  • Level B: Response within three working days.
  • Level C: Response within five working days.

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.

Reinstatement

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. The support contract allows free email or phone support within the support contract period. Response time for customers with a Technical Support contract is one business day from logging the incident on our website, by mail to support@intravision.dk or by phone at +45 7023 2340. Please include the following information in your mail or have it available when calling
  1. Clear and concise description of problem and what has been done to try and fix it. Screenshots are very helpful.
  2. Any supporting documentation i.e. Lotus Domino environment architecture is highly appreciated and will speed up problem solving.
  3. Operating system that your Lotus Notes / Lotus Domino server is running on
  4. State OnTime Suite product name and version number
  5. State the Lotus Notes / Lotus Domino version numbers
Restrictions:
  • Incidents are logged by email or phone. This does not mean that your incident will be solved right away.
  • The Technical support contract covers only support on the product itself, and does not cover issues due to consequences related to operating system or other 3rd party applications.
  • The Technical support contract covers 2nd level support delivered to central IT personnel, responsible for the OnTime products.
  • The Technical support contract does not cover daily maintenance, monitoring nor upgrade to new releases.
  • The Technical support contract does not cover onsite visits by IntraVision consultants.

Critical Issues

A critical issue exists when it is verified by IntraVision that one or more the following criteria are met:

  • Users cannot access the production servers and the situation is not recoverable by restart or reinstall of current version or an existing fix release
  • Version creates a situation where data in general is unrecoverable, corrupt, or lost
  • Security issue resulting in users gaining unauthorized access to information

Critical issues must be reported by email to “support@intravision.dk” and the subject of the mail must contain the word “Critical”. For reported critical issues IntraVision will contact the customer by phone within 4 work hours to verify that indeed a critical OnTime software defect exists. If the customer can not be reached by phone an email will be sent instead. Work hours to be counted from 09.00 to 16.00 Mon – Fri, Central European Time. IntraVision is closed on Danish national holidays.

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:

  • Adheres to all reasonable directions provided by IntraVision to resolve the issue
  • Provides remote access for IntraVision to the customers production environment
  • Provides prompt responses to questions from IntraVision

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.

OnTime Freemium Support

Domino only

Initially when you deploy the Freemium level 1 you can choose to do so unassisted or you can contact OnTime or one of our partners for assistance.

If you will be using Level 1 you may need to register with OnTime to receive this support. In case you need to register, we recommend that you register for the level 2 of the Freemium to get the additional benefits. Both level 1 and level 2 of the Freemium comes with 2 complimentary hours of support from OnTime or one of our OnTime partners.

The 2 hours of complimentary support offer expires:

  • Level 1:  12 months after the release of an OnTime version.
  • Level 2: 12 months after the initial request for a level 2 license key.

Additional support hours can be purchased from OnTime or the individual OnTime partners.

If you have downloaded the OnTime product with your HCL Domino CCB entitlement, HCL will be providing first and second level support. You will need to raise a standard support ticket to get support from HCL. Support will of course also be available from OnTime or OnTime partners.

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