SOLUTIONS
BY INDUSTRY
Last Updated: July 30, 2025
Company will provide Maintenance and Support for the Subscription Services specified in an Order during the applicable Subscription Term as follows:
Scheduled Maintenance. Company reserves the following two (2) weekly maintenance windows for “Scheduled Maintenance” with no notice required:
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.
Standard | |
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Language | English |
Commencement | – The later to occur of (i) Go-Live of the Subscription Services, or (b) after the applicable Subscription or Professional Services have exited Go-Live Stabilization |
Hours and Availability | – 12×5 (the work week within Customer’s local time zone beginning at 8:00 AM) – For customers of the SecureDocs VDR product only, 24×7 – Excludes Holidays – 24x7x365 for SEV1 Issue Types, as defined in the applicable SLA |
Available Channels | – Self-service resources – Support portal initiated via web https://www.onit.com/support/ |
Scope | – How To Questions: Product support for questions about how to use existing functionality, how functionality within the system is designed to work or potential capabilities of the system – Break/Fix: Technical support for existing functionality in the system that was previously working and subsequently is not working as expected – Maintenance: Technical support for maintaining functionality that already exists in current configuration, without making a configuration change |
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, Labour 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.