OnPoint offers an Annual Support Agreement with any purchased software. Annual Software Support coverage is priced at 18% to 23% of the purchased software license fee. Coverage includes software maintenance, updates, patches, e-mail and telephone support.
Support hours are Monday - Friday, 9 a.m. to 7 p.m. EST. During this standard maintenance period, Level 1 and Level 2 customer support is provided via telephone and/or e-mail, with a response time maximum of 4 hours. Higher level technical support is available at an additional charge.
All OnPoint customers have access to Online Help, System documentation and a searchable Knowledge Base, as well as access to an online Bug-Reporting System.