SOLUTIONS
BY INDUSTRY
Maintenance and Support
Last Updated: March 1, 2026
Company will provide Maintenance and Support for the Subscription Services specified in an Order during the applicable Subscription Term as follows:
- Maintenance. “Maintenance” means any Company-provided (i) software updates, (ii) bug fixes, (iii) security updates, (iv) platform patches, (v) hardware maintenance and updates, and/or (vi) feature enhancements and performance enhancements to existing features and new features for which Company does not charge a separate fee, each offered by Company at its sole discretion when published and made generally available to its customers (each, a “Maintenance Update”). Maintenance may be provided on a scheduled or unscheduled basis. Maintenance Updates will be installed by Company via automated processes. Customer may not unreasonably delay installation of a Maintenance Update. Scheduled Maintenance is not included in any Service Availability calculation.
Scheduled Maintenance. Company reserves the following two (2) weekly maintenance windows for “Scheduled Maintenance” with no notice required:
- Saturday: 10:00 PM to 2:00 AM US Central Time
- Sunday: 10:00 AM to 2:00 PM US Central Time
Unscheduled Maintenance. Company may provide “Unscheduled Maintenance” if any aspect of the Subscription Services requires immediate Maintenance to continue the Subscription Services and/or to prevent or mitigate an emergent situation. Company will provide advance notice as soon as practicably possible to inform Customer of the Unscheduled Maintenance. Company may provide notice of Unscheduled Maintenance via email, a banner within the Subscription Services, or by other means to inform Customer, provided that a lack of notice will not prevent Company from initiating and continuing Unscheduled Maintenance.
- Support. “Support” consists of the offerings in the table below. Support will be provided in English commencing on (a) Go-Live of the Subscription Services; or (b) after the applicable Subscription Services or Professional Services have exited Go-Live Stabilization, whichever occurs later.
| Standard | Enhanced | Premium | Premium + TSC | |
|---|---|---|---|---|
| SKU ID | ON-SV-SPT-STD | ON-SV-SPT-ENH | ON-SV-SPT-PRM | |
| Support Portal Accesshttps://www.onit.com/support-portal/ | Included | Included | Included | Included |
| Community Access, Webinars, & Articles | Included | Included | Included | Included |
| Severity 1 – Response Times(System is unusable with no immediate workaround) | 24×7, Initial response in 2 hours | 24×7, initial response in 1 hour | 24×7, initial response in <1 hour | 24×7, initial response in <1 hour |
| Severity 2+ – Response Times | Sev 2+: 8 business hours | Sev 2: 4 business hoursSev 3+: 8 business hours | Sev 2: 2 business hoursSev 3+: 4 business hours | Sev 2: 2 business hoursSev 3+: 4 business hours |
| Weekend Support | Not available | Sev 1: Case Support | Sev 1: Case Support & Phone Support | Sev 1: Case Support & Phone Support |
| Support Resources(Excludes Holidays) | 10×5, Pooled support resources (8-6pm CT) | 10×5, Pooled support resources (8am-6pm in Customer’s preferred time zone) | 10×5, Shared named support analyst(s) (8am-6pm in Customer’s preferred time zone) | 10×5, Shared named support analyst(s) (8am-6pm in Customer’s preferred time zone) |
| Technical Solutions Consultant (TSC)(Only available to customers with >$100k Annual Subscription Fees) | Not available | Not available | Not available | Shared, named TSC |
| How-To-Questions (how to use existing functionality) | Included | Included | Included | Included |
| Break/Fix (support to fix functionality that was previously working) | Included | Included | Included | Included |
| Maintenance (maintaining functionality that already exists in system) | Included | Included | Included | Included |
| Training | Not available | Includes 2 self-paced trainings per Subscription Year | Includes 5 self-paced trainings per Subscription Year | Includes 5 self-paced trainings per Subscription Year |
| Additional Training Discount | Not available | 10% discount on all other courses (including instructor led) | 20% discount on all other courses (including instructor led) | 20% discount on all other courses (including instructor led) |
| Enhancements, System Changes & Build Help Requests(On a per Subscription Year basis based on hours; SLA’s do not apply)⌊Annual Subscription Fee-Support Fee10,000⌋×5 | Not available | 5 hours per $10k in Annual Subscription Fees | 10 hours per $10k in Annual Subscription Fees | 10 hours per $10k in Annual Subscription FeesNote: For purposes of calculating allocated hours, Enhanced Support Fees are not included in the Annual Subscription Fee total |
| Advisory Services(Only available to customers with greater than $100k Annual Subscription Fees) | Not available | One functional area assessment per Subscription Year (up to 4 hours) | Three functional area assessment per Subscription Year (up to 12 hours) | Three functional area assessments per Subscription Year (up to 12 hours) |
| Optional Add-On: Enhancement Blocks for Ongoing Work (100 hours per Subscription Year) | Not available | Available | Available | Available |
Definitions.
“Go-Live” means the date upon which Company makes a production environment of the applicable Subscription Service available for use.
“Go-Live Stabilization” means the period following Go-Live (specified in the Statement of Work or Change Order, as applicable) during which an elevated level of support is available.
“Holidays” means the days Company recognizes as holidays in relation to Customer’s local time zone as follows: US: New Year’s Day, Martin Luther King, Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, and Christmas Day. India: New Year’s Day, Republic Day, Holi, Gudi Padwa/Ugadi, Labor Day, Independence Day, Gandhi Jayanti, Diwali, Christmas. Germany: International Women’s Day, Good Friday, Early May Bank Holiday, Ascension Day, Christmas Day, Boxing Day. Ukraine: Orthodox Christmas Day, International Women’s Day, Good Friday, International Worker’s Day, Victory Day, Holy Trinity, Constitution Day, Day of Ukrainian Statehood, Independence Day, Defenders of Ukraine Day, Christmas Day. If Customer’s local time zone is not based upon these jurisdictions, US Holidays will be applicable unless otherwise agreed in writing.
- Company Responsibilities. Company will assign each reported issue with a ticket number that will be tracked through resolution in Company’s ticket tracking system. Customer will reasonably determine the “Issue Type” level based upon Company’s description below. If necessary, Company will work with Customer to adjust the Issue Type. Company categorizes the Issue Types as follows:
| Issue Type | Description |
| SEV 1 (High/Critical) | Subscription Service is down/unusable, there is a critical showstopper issue with no immediate workaround or there’s data corruption/loss; all Users are impacted |
| SEV 2 (Medium/Major) | Subscription Service is usable, but a major issue is present in core functionality and a workaround exists; a high number of Users are impacted |
| SEV 3 (Low/Minor) | Subscription Service is usable, but a minor issue is present; non-core functionality is impacted, but a workaround exists; few Users are impacted |
| SEV 4 (Very Low/Trivial) | Issue is cosmetic in nature; minor, if any, business impact |
- Authorized Contacts. Customer should designate one or more individuals as reasonably required to be the authorized contact(s) and act as a liaison between Company and Customer to request, address, and be notified about Maintenance and Support matters (each, an “Authorized Contact”). Authorized Contacts should have the requisite knowledge of the Subscription Services and the authority to act on behalf of Customer for Maintenance and Support matters. Company has no obligation to determine whether the individual requesting Maintenance or Support is an Authorized Contact.
- Exclusions. Company will have no obligations related to Maintenance and Support with respect to the following exclusions (each, an “Exclusion”): (i) the use or functioning of the Service with third party products other than those specified in the Documentation; (ii) use of the Subscription Services in breach of the Agreement or the Documentation; (iii) any modification, customizations or enhancements of the Subscription Services by any person or entity other than Company; (iv) causes beyond the reasonable control of Company (e.g., floods, fires, loss of electricity or other utilities); (v) the gross negligence of Customer or any third party, operator error, attempted access, maintenance or other use by unauthorized persons; (vi) the failure of or caused by any third party software, hardware, or data feeds, or failure or corruption of any database; (vii) the failure of Customer to provide requisite details and reasonable support as requested by Company to help resolve the issues; (viii) any Customer-developed software or configuration or third-party software except any third party software embedded in the Subscription Services or in Company -provided hosted servers; (ix) Customer-driven enhancements to add new functionality, configurations or components or adjusting configurations for existing functionality that requires business analysis, project management, professional services, quality assurance and/or engineering resources including, without limitation adding a new workflow, rebuilding an existing workflow, adding new document generation templates, new integrations or updates to existing integrations or changes to custom reports, updating, hiding and rearranging fields/tabs/columns/filters, etc.; (x) documentation creation or modification; and (xi) training services.
- Time and Materials Professional Services. For items not included in Maintenance and Support, with Customer approval, Company will scope and deliver time and materials Professional Services via a formal statement of work or change order process.
