OnTime Maintenance & Support

The software maintenance program ensures continuous operation of the OnTime products covered in the customers IT environment subsequent to an upgrade to a newer version of the product.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.

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 cost of implementing customer specific application changes is not included in the maintenance agreement, and will be invoiced separately as per agreement. IntraVision will provide all maintenance customers with timely information about new releases of products in the OnTime suite.

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 limits the delivery of error fixing to releases delivered from IntraVision within a period of 12 months from the date a customer reports a specific error.

The obligation to deliver updates to the software covered by the agreement is annulled if the platform manufacturer removes building blocks from their products that are essential to the development of a product in the OnTime suite.

Pricing of maintenance is 20% of list price annually. The minimum fee is the equivalent of EUR 675 / USD 1.000 / DKK 5.000  annually.

A Technical support contract entitles you to technical support by phone or e-mail 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. Telephone technical support is available during our office hours (09.00 to 16.00pm Central European time).

The support contract allows free phone support within the support contract period. Response time for customers with a Technical Support contract is one business day from logging the event by mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it or by phone at +45 7023 2340.

Please include the following information in you 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. Domino environment architechture is highly appreciated and will speed up problem solving.
3. Operating system Notes / Domino server is running on
4. Version of the OnTime suite product

If you do not have an OnTime Technical Support Contract, support must be obtained from an OnTime Reseller. This support service from the reseller is normally a payable service.