OnPoint System Architecture Overvie...OnPoint Ecommerce Tools (optional) – This add-on application...

OnPoint System Architecture Overview Version 3.7.X June 2010 OnPoint Digital, Inc. © 2002-2010

OnPoint System Architecture Overview OnPoint Version 3.7.x Release Date: June 2010 Contact Information: OnPoint Digital, Inc. +1 (912) 898-9202

This System Architecture Overview is intended as a high level discussion document and informal ―white paper‖ for OnPoint customers, partners and prospects seeking to better understand the OnPoint Learning & Performance System platform as well as the broader OnPoint Digital (―OPD‖) application suite and modules, our underlying database design, and the various tools and methods available to licensed customers and partners interested in a higher level of integration and customization for their OPD implementations. The overall document is intended as a basic primer for system analysts, technical teams and consultants tasked with planning and supporting an OPD installation for their organization or customers. The document is presented in six parts including:

(1) The logical architecture of the OPD platform including explanations of each OPD system application and each optional OPD module

(2) Three-tier web computing model utilized by the OPD platform (3) Overview of Contegix, LLC (OnPoint’s Tier One Hosting Service Provider) (4) Summary of the standard application stack/software and server hardware used in our hosting

centers (5) Overview of the OPD database design and schema, and (6) Summary of the Service Level Agreement (―SLA‖) extended to typical hosted OPD customers.


1. Logical Architecture for Hosted Implementations For most customers, the OnPoint Application Suite/Platform is a hosted Software-as-a-Service offering deployed on dedicated Intel-based servers (running CentOS Linux OS); all servers are owned (not leased) by OnPoint and supported by internal technical support teams. In some cases, the OPD platform has also been deployed using Sun Sparc or Sun Ultra-based servers/hardware based on specific scaling requirements. In either case, all OPD implementations utilize a standard 3-tier web computing architecture that provides the flexibility and scalability our customers need to support their unique requirements. System Design & Programming Environment. The core OnPoint Learning & Performance Suite is built using the popular Java application environment and based on core technologies and industry leading development tools and platforms including full support for XML, reusable and platform-independent courseware standards (via SCORM compliance), and AJAX. As a Java-based application, OnPoint’s OPD offering runs on almost any standard web platform. For enterprise customers, OnPoint's solutions can also be deployed using select industry standard Microsoft technologies like Internet Information Server (―IIS‖) and SharePoint for additional licensing costs. Most installations (and all hosted installations) are supported on Linux servers (using CENTOS v5), though we currently support several enterprise installations running on Sun Solaris, HP UNIX, Windows 2003 Server and Apple OSX server platforms. The database for all OPD installations (and all hosted installations) is MySQL v5x though we have supported enterprise installations running Microsoft SQL Server on Windows platforms in the past; this arrangement is not our recommended configuration.

Figure 1 – OPD Application Architecture (Hosted Implementations)

System Diagram. The standard hosted implementation (as depicted in Figure 1 above) shows the typical utilization of OnPoint’s software applications and optional modules. All hosted server configurations include a mix of web, application and database servers/services (see ―3-Tier Web Computing Model‖ section below) plus utilities to support representative customer systems administration interactions.


Enterprise installations (e.g., in-house platform installations supported by customer IT departments) are also available from OnPoint based on specialized needs/requirements.

Figure 2 – Part A: OPD Hosting Center Components

Section Highlights: Part A - Hosting Center Components. OnPoint’s typical OPD hosted configuration includes a series of standard application and support features as shown in Figure 2 above including:

Hosted Web Servers (standard) – OnPoint’s USA-based hosting center currently has 50+ OnPoint-owned Dell and Apple file servers in dedicated racks/caged workspaces. The hosting center maintains a SAS70-Type 2 certification (a copy of the full audit is available on request once a non-disclosure agreement has been executed and filed).

Firewall Protection (standard) – All hosted customers can select from standard web access/firewall protection or contract with extended services including VPNs or token-based access.

OnPoint Portal Applications (standard) – Standard applications and utilities include a branded and/or customized OnPoint Portal, Course Manager (for admins) and Performance Manager (for supervisors/business managers).

Messaging & Notifications Engine (standard) – Standardized support to generate, package and deliver email and one-way SMS messages based on defined triggers. Optional 2-way SMS messaging support is available for an additional fee.

OnPoint Remote Authenticator (optional) – This add-on service module is part of the OnPoint Advanced Portal and facilitates ―Single Sign-on‖ integration with existing Active Directory or LDAP services.

OnPoint Ecommerce Tools (optional) – This add-on application module allows customers to define, offer and manage ecommerce transactions to sell their courseware, classes and other items by credit card over the Internet. Requires separate purchase of a merchant account.

OnPoint Analytics (optional) – This customized application module allows customers to populate/manage an external data warehouse marrying any OPD data with any other 3

rd

party information sources to facilitate deeper reporting and analysis. All data warehouse modules are custom, one-off development efforts.


Streaming Media (optional) – This customized add-on module allows customers dealing with large video and audio projects to stream their content using an optional streaming server appliance.

Figure 3 – Part B: OPD Customer Premises Components

Section Highlights: Part B - Customer Premises Components. Typical OPD hosted installations include a series of standard application and support features as shown in Figure 3 above including:

OnPoint Course Manager (standard) – This is a core OPD application and is used to design courses, create content and assessments, and deliver the content via the internet. OPCM manages an organization’s users, plus all content uploaded to, or created within, the system. OPCM’s core functionality includes sophisticated testing/assessment features, online course catalogs, ILT calendars with auto-enrollment features, skills tracking/competency management, email/group management, and detailed reporting capabilities. OPCM serves as the foundation for managing all of the configurations, assignments, security features and interface customizations used across OPD.

OnPoint OP-Portal (standard) – OnPoint’s user interface begins with a fully customizable and branded interface used for presenting on-demand courseware, online assessments and ILT/webinar events to an organization’s employees, partners or extended user community. OP-Portal provides a structure to extend interface customization and organizational branding through a centralized, unified user interface. OnPoint’s Advanced Portal option includes more robust document sharing and contact management and facilitates tighter integration with 3rd party platforms and applications, supporting popular directory services like LDAP and Active Directory. Additional utilities include Local/Remote Authenticators that facilitate Single Sign-On (―SSO‖) functionality and seamless access to all portal-launched/managed applications. Optional support for federated SSO using SAML assertion methods is also available for an additional integration charge.

OnPoint Performance Manager (standard) – OPPM provides a secure interface to allow an organization’s departmental managers, partners and even customers to review the performance levels and achievements of their associated employees and communities. With OPPM, managers can review course completion and assessment status for all their assignees, generate and view reports, and even fill out evaluations on their team—all through a group-branded interface.


OnPoint Local Authenticator (optional) – This optional application/utility synchronizes user and security information from a customer’s local Active Directory or LDAP directory service with the OPD platform.

OnPoint Integration Services (optional) – This optional application/service is used to integrate the OPD platform with existing 3

rd party applications and platforms generally using the OPD

Application Program Interface (―API‖) or standard web services (―WSDL‖) connectors. All integration services are considered customized, value-add offerings.

Figure 4 – Part C: OPD User/Learner & Manager Components

Section Highlights: Part C – User/Learner and Manager Application Components. All OPD implementations leverage a series of standard application and support features as shown in Figure 4 above including:

OnPoint OP-Portal (Portal) or Web Manager (OPWM) Access (standard) – Typically, access by Users/Learners is facilitated via a customized and branded version of the OP-Portal application (for online learners) or OnPoint Web Manager (for CellCast only learners) from any browser-enabled, Internet-connected computer. Portal and OPWM interfaces can be customized to meet the unique application and informational requirements of any defined group, location or system role defined in OPD.

OnPoint Performance Manager (standard) – For managers and supervisors, OP-Portal and OPWM both provide secure access to the OnPoint Performance Manager (OPPM) application to run reports and perform ongoing training analysis.

OnPoint CellCast Solution – OnPoint’s CellCast® Solution is an award-winning next

generation content delivery platform for mobile learners. CellCast leverages many of same learning content and communications features currently delivered to desktop users and extends these features with several other mobile-specific methods for both content consumption as well as content creation on basic feature phones as well as advanced smartphones.

Interface Customization Considerations. OnPoint’s standard user interfaces and system navigation features are the end result of many years of iterative design, user feedback and enhancements. Our overarching design goal is always ―maximum flexibility with intuitive simplicity.‖ In most cases, we offer customers a variety of methods to accomplish the same actions and navigation requirements and also make the interfaces configurable so customers can select what fits best in their environment. OnPoint believes the ―look and feel‖ aspects of the application interfaces should reflect the way customers want to work and should fit nicely into the context of all other applications they may have already. All learner-facing ―learning interfaces‖ can be easily defined and customized based on assigned


roles and group associations at the Portal level and made visually compatible with the customer’s own internal sites and applications. In addition, all learning interfaces are dynamically generated by the system to display the specific features/functions, options and ―look & feel‖ that reflect each user’s profile and configuration in the OnPoint LMS database. Different groups (both internal and external) can also have their own branding and screen layouts as defined by an administrator. Finally, learner-facing interfaces are available in multiple languages. Setup-oriented Customization. Our design and development teams work closely with our customers to not only create the basic ―look & feel‖ elements of the training experience and portal interface but also to develop deeper integrations and even new application modules that change the system’s power and functionality to better meet the customer’s unique requirements. Within the software itself, at the most basic level, an administrator can add up to ten (10) unique fields to key tables of the database (Users, Groups, Events, Courses, Skills, Locations, Activities, etc.). [Note that Events and Activities are not included functions in a CellCast-only implementation.] These customized fields can be included in any reporting. OnPoint CellCast Technology (CellCast Solution) – CellCast is a next generation content delivery module used to communicate the wide array of digital content and assessments to users via their ever-present mobile telephones and smartphones. OnPoint’s Basic CellCast offering – available on virtually ANY mobile phone – exists as a combination of technologies best described as standard podcasting capabilities integrated with IVR-based assessments that are easily accessible by any user/learner with any cellular phone (or via landline). Our Advanced CellCast offering adds support for more engaging mobile media types including animated/narrated PowerPoints, Text/HTML content and PDFs, mobile courseware/modules and a wide variety of video and Flash-based media content playable across the widest array of smartphone devices and netbook computers using OnPoint’s internally developed widgets. All mobile actions/activities are fully tracked and managed via OnPoint’s core applications.

CellCast modules include:

OnPoint SMS Gateway (SMS Gateway) – For customers looking to deliver message-based content to their mobile workers, OnPoint’s SMS Gateway module allows administrators to define and deploy interactive messaging campaigns to users via one-way and two-way SMS interactions. Campaigns can include testing, field surveys, polls, mobile marketing/events and other interactive message series.

OnPoint CellCast Manager Portal (OPWM) – OnPoint’s Web 2.0 user interface begins with a branded and customizable interface that provides all users and managers with web access from their desktop PC to on-demand content stored as learning ―nuggets‖ (small pieces of easily searchable content that facilitate just-in-time learning) and also includes online assessments and other social networking features. For advanced installations, additional portal utilities can be included such as Local/Remote Authenticators that facilitate single sign-on functionality and seamless access to other portal-launched/managed applications.

OnPoint CellCast Widget Technology – OnPoint’s CellCast Solution includes installable players (―widgets‖) designed for every mobile device type, facilitating the download, playback and tracking of content. Widgets are currently available for the following device platforms: Apple iPhone

® and iPod touch

®, BlackBerry Wireless Handhelds™, Windows Mobile

®, Google Android,

Nokia Symbian and Microsoft Windows-based Netbook ultra-portables.

OnPoint CellCast Mobile Web Module – The CellCast Solution also supports the creation, publication and deployment of mobile-friendly, non-media based content and tests to virtually any data-enabled mobile device via a mobile web browser. While this approach is limited to text and graphics, installed CellCast Widgets are not required for this form of mobile learning content.


CellCast Widget Customization. In addition to online interface customizations, OnPoint’s Technical and Support Teams work with CellCast customers to address specific customer requirements for content and communications delivery to mobile devices. OnPoint’s device applications (―CellCast Widgets‖) can be customized (for an additional fee for each device requiring customization) to include just those components of the application that are desired. Other considerations may include system and user preferences, display icons, auto-installation routines, etc. All customizations are performed with long-term support in mind and they are all designed and developed as logical extensions to our core applications using separate database tables and servlets wherever needed, but utilizing the same core OnPoint API and Commons Library. These actions ensure that any customer–specific settings remain intact and unaffected from normal software update and maintenance releases. Support for Learning Industry Standards. OnPoint’s market strategy recognizes that conformance with current industry standards is of critical importance to some customers. Our design and development teams continually work with the developer community to ensure support for our core applications with standards such as the Shareable Content Object Reference Model (SCORM). OnPoint’s Course Manager application does not support AICC content at this time as this is viewed as a declining content authoring and delivery standard. However, most of the specification requirements of SCORM v1.2 and SCORM 2004/v1.3 provide support for the majority of AICC specifications. Support for the delivery and tracking of SCORM content on mobile devices is available in CellCast Widgets starting with version 3.x (released summer 2010).


2. Three-Tier Web Computing Architecture Like most other commercial grade web applications, OnPoint’s OPD application suite utilizes a 3-tier client-server web computing model. This type of design is identified by its distinct tiers, or layers, that separate data storage, business logic processing and client-user interface. These layers are commonly referred to as the following:

Presentation Tier – This layer is considered the typical User/Learner-facing interface where all information/requests from the OPD application are presented to and received from Users/Learners. In the OPD environment, these requests are facilitated through the use of Java Server Pages (JSPs) on the client’s standards compliant web browser. For smaller OPD installations, the Presentation tier can coexist along with the Logic and Data Tiers on a single server. In larger OPD environments, the Presentation layer can be deployed as separate and redundant processes running across a collection or array of web servers. OPD supports a few different web server platforms including Tomcat (our standard implementation), Apache and Windows Internet Information Server (―IIS‖).

Logic (Application) Tier – This layer encompasses the business logic used by OPD running on our standard Application Server (Tomcat). All information/requests submitted by OPD Users/Learners from the presentation layer are received here and processed (including actions to read/write information to the database located at the data layer) to facilitate the appropriate response by the system back to the User/Learner. This layer is also known as the middle-tier as it sits between, and communicates with, both the presentation layer as well as the data layer. In larger OPD environments, the Logic/Application layer can be separated off from the Presentation layer onto a separate server platform(s) or via newer server virtualization platforms like VMware.

Data Tier – This layer houses the applications data storage utilities (using MySQL in the case of OPD). Depending upon the size and scale of the OPD installation, the Data Tier may either be co-located/housed on the same server as the Presentation and Logic Tiers or separated off onto a dedicated file server to increase overall throughput and system performance.


Figure 5 – 3-Tier Web Computing Model


3. OnPoint Hosting Services

OnPoint's Hosted OPD offering provides many tangible benefits to our customers and more than 85% of OnPoint’s customers utilize a hosted installation for their deployments. The high level advantages include:

Content hosting in a secure, dedicated carrier-class Tier One hosting facility

Infrastructure redundancy & fault tolerance (power-pipe-ping) with multiple T-3/OC-12 connections and high availability services including backup power, redundant router and line configurations from different vendors, etc.

Reduced personnel requirements (Sys Admin/DBA) services provided by OnPoint personnel

Up-time guarantee/Service Level Agreements (standard and higher-coverage plans available)

Daily database backups, off-site data storage

Local hardware/component sparing

Software upgrades/patches/fixes

Quarterly performance review/account management

Real-time Performance monitoring

Infinitely scalable to meet customer needs

OnPoint utilizes dedicated servers with hot spare hard drives (RAID-0/1) for redundancy and immediate system recovery for catastrophic server failure protection. All dedicated servers are ―locked down‖ outside of normal HTTP-type traffic and only secure connections into the server for maintenance and support are permitted (e.g., SFTP is used instead of FTP). OnPoint’s primary hosting partner is Contegix, LLC, located in St. Louis, Missouri USA. Contegix is a premier provider of managed hosting and advanced connectivity solutions and delivers high quality services at competitive prices. Contegix maintains a SAS-70/Type II certification status and was last audited and recertified in April 2010. Hosting Center Security. Contegix operates a highly secure ―telco hotel‖ that includes the main Point-of-Presence (―POP‖) for several top tier carriers including SBC, Level 3, MCI and others. Contegix is known as a ―Tier One‖ data center facility and is accessible only by key card and matching biometric palm scan. All equipment is located in locked cabinets or cages, and the facility is monitored with digital cameras 24x7, recording all movement. The network infrastructure is fully meshed, running redundant Juniper routers and Foundry BigIron core switches. All connections to the Tier One providers are ―On Net‖ meaning they connect directly to the Internet, avoiding local loops and local connections. The network is enhanced by an Intelligent Routing Solution and DDoS Mitigation/Protection systems, improving the quality of the network performance and reliability. The power infrastructure ensures clean and constant power from redundant UPS’ (AC) or battery plants (DC). The PowerWare UPS systems run in a redundant configuration to maximize reliability. The UPS and battery plants are being constantly charged by a dual grid connection to Ameren. There is an Automatic Transfer Switch between the two grids. In addition, if power is interrupted to the UPS/battery plants, another Automatic Transfer Switch automatically starts the diesel generator farm. All of this occurs instantaneously without human intervention to eliminate potential mistakes or errors and maximize performance.


4. Core Application Software/Stack & Server Hardware All equipment (hardware and software) for every hosted OPD implementation is owned and operated by OnPoint at the Contegix facility in Saint Louis, MO. Contegix provides ―front line‖ supplemental support to OnPoint’s core Support Team for things like initial server configuration and deployment plus provides select database administration (DBA) services and as well as ongoing monitoring services for every server. Contegix also serves as a ―hot spare‖ component provider to OnPoint and all OPD server configurations closely mirror the system and server configurations of the majority of Contegix’ own servers (with more than 600 servers deployed and active) for this very reason. Finally, Contegix also performs normal system maintenance services for all OPD servers including daily/weekly incremental backups and all off-site storage and data management. The following reflects the standard server and software configurations used on OPD hosted servers: Hosted Servers – Software & Operating System: Core Database:

- MySQL version 5.5 or higher - Includes support for stored procedures/triggers - ―Root‖ access to the underlying DB is available to select customers on approval Application Server: - Apache/Jakarta Tomcat version 5.5.25 Java Virtual Machine: - Sun Java version 1.6.x

Hosted Servers – Typical Hardware/Platform:

Dell PowerEdge 1950 (PE1950) or R6 Servers - (2) Quad Core Xeon Processors L53102x4MB Cache at 2.4GHz or higher - (2) SATA 300GB HDD in RAID-1 Configuration - 8-16 GB RAM (depending on server/configuration) - (2) Gigabit Ethernet Adapters - Redundant Power Supplies

Hosting Center Services: Contegix Secure/Managed Hosting Center

- Tier One/Carrier Class Hosting Center with full monitoring - Backup Power/Diesel Generator/Fire Protection - Redundant OC-12 Access Cloud using 2 different Carriers/Service Providers - Private Cage & Dedicated Production Racks (19‖) - Secure Entry using Biometric Scans/Protocols


5. OPD Database Design & Schema The current underlying OPD database, based on the MySQL version 5.x platform, consists of 160+ separate and distinct database tables. While the core database structure has been in place since the inception of the OPD application more than 7 years ago, the core database has evolved over time to accommodate new features and needed functionality in many different areas from enhanced security to new support for mobile computing.

Stored Procedures. The current release of OPD provides support for stored routines (procedures) now found in MySQL 5.x. A stored procedure is a set of SQL statements that can be stored in the server. Once this has been done, clients don't need to keep reissuing the individual statements but can refer to the stored procedure instead. Stored routines/procedures provide improved performance because less information needs to be sent between the server and the client. The tradeoff is that this does increase the load on the database server because more of the work is done on the server side and less is done on the client (application) side. Some situations where stored routines can be particularly useful include:

When multiple client applications are written in different languages or work on different platforms, but need to perform the same database operations.

When security is paramount. Banks, for example, use stored procedures and functions for all common operations. This provides a consistent and secure environment, and routines can ensure that each operation is properly logged. In such a setup, applications and users would have no access to the database tables directly, but can only execute specific stored routines.

Database Views. The current release of OPD also takes advantage of defined database views for virtually every database table. These views not only make it easier to define and create standard reports and information outputs, they can also help our partners and customers in their efforts to create their own custom reports and analytics. Database Table Summary. The following is a summary listing of the existing database tables currently found in the OnPoint OPD database schema. For more detailed information about any specific table listed below, please access the online version of the schema (see below).

Activity library tbl_event

Announcement library_catalog tbl_event_class

Answer note tbl_event_session

answer_type_code notify tbl_event_session_reg

Asset nugget tbl_event_user

asset_page nugget_link tbl_help

asset_type_code nugget_page tbl_language

Campaign nugget_page_arch tbl_language_phrase

campaign_action nugget_progress tbl_location

campaign_answer opauth tbl_notify

campaign_user opcfgtext tbl_orgunit

category_code opconfig tbl_orgunit_assign

Course opp_fav_docs tbl_orgunit_manage

course_page opp_item tbl_phrase

course_page_arch opp_item_usergroup tbl_prereq

course_progress opp_layout tbl_rating


custom_link opp_layout_role tbl_report_summary

Customer opp_layout_tile tbl_resource

customer_banner opp_layout_usergroup tbl_resource_cal

customer_tab opp_news tbl_runprogress

delete_request opp_news_item tbl_scorm_course

doc_associate opp_object_style tbl_scorm_progress

doc_banner opp_style_category tbl_scorm_sco

doc_downloads opp_style_library tbl_seqnotify

doc_group_admin opp_template tbl_seqnotify_text

doc_group_menu opp_tile tbl_seqnotify_user

doc_menu_config opp_tile_item tbl_session

doc_nugget opstat tbl_sms_log

doc_reference page tbl_sms_points

doc_version page_layout tbl_sms_telco

Doccat pe_doc tbl_test_review

Document pe_test tbl_trigger

ecom_catalog pe_unit tbl_trigger_assign

ecom_cert pe_user tbl_trigger_notify

ecom_cert_user pe_user_score tbl_trigger_template

ecom_course_item pm_issue tbl_user

ecom_cust_discount pm_issue_type tbl_user_access

ecom_cust_discount_code question tbl_user_action

ecom_email_log question_answer tbl_user_extra

ecom_form question_pool tbl_user_flag

ecom_gateway question_test tbl_user_group

ecom_history report tbl_version_history

ecom_image role tbl_wireless_carrier

ecom_item sco_courseinfo test

ecom_item_group sco_iteminfo test_score

ecom_item_log sco_status_code test_set

ecom_item_log_failure skill testset_page

ecom_log skill_skillprofile testset_page_arch

ecom_log_failure skillprofile testset_progress

ecom_message skillprofile_user timezone

ecom_recur_log skillset topic

ecom_recur_payment style user_activity

ecom_register_item_log table_link user_answer

ecom_register_log tbl_answer_comment user_answer_arch

ecom_state_tax tbl_cfgitems user_comment


ecom_usas tbl_custom_field user_group

ecom_voucher tbl_custom_values user_mobile

Glossary tbl_email_queue user_skill

To assist customers and partners who are looking for a deeper understanding and working knowledge of the OPD database schema, OnPoint provides several online tools (JavaDocs) and utilities that permit direct access to OPD database tables, stored routines/procedures and defined database views. *** NOTE: To review online resources, contact the OnPoint Support Team to obtain a set of

secure access credentials and access to a secure web link to review the schema ***


6. Service Level Agreement (“SLA”) Information OnPoint offers a full range of value-added services and support services to meet the unique requirements of our customers. Typical value-added services include custom design and development, training services, content creation services, integration and implementation support, migration/conversion services and general consulting services. Typical support services include installation support, ongoing telephone/email support, and custom after-hours support plans. All agreed-to services are detailed on an OnPoint Statement of Work document and incorporated into the Portal Use Agreement. Technical support is provided via telephone or email to OnPoint’s support team. OnPoint also maintains an online Knowledge Base for our customers to peruse for non-critical support information. All service and support requests are logged and responded to based on their Support Definition Priority (1-4). All bug-related issues are tracked in OnPoint’s Bug Tracker database and are visible so that OnPoint personnel can perform status/resolution checks for the customer at any time. One hour per month of help desk support is included with OnPoint’s 18% software support fee. After that, support is billed at US$115/hour in 15 minute increments. Security support and maintenance functions are part of OnPoint’s standard hosting services and managed for all customers. While most support calls are acknowledged within 2 hours, the following table summarizes OnPoint’s contractual Service Level Objectives.

Service Levels Priority 1 Priority 2 Priority 3 Priority 4

Acknowledgment 2 Hours 4 Hours 8 Hours 8 Hours

Response 4 Hours 8 Hours 24 Hours 24 Hours

Status Frequency Every 2 Hrs Every 3 Days Every 5 Days Every 7 Days

Temporary Fix

Permanent Fix

4 Hours

24 Hours

5 Days

Next Maintenance Release

10 Days

Next Maintenance or Feature Release

12 Days if Applicable

Next Feature Release at the Discretion of OnPoint

*OnPoint will agree to provide Licensee a 2-hour reply Acknowledgment for all technical support calls, regardless of the Priority.

Both hours and days listed in the table above are OnPoint’s standard Licensee Support hours,

M-F 9:00 AM -7:00 PM EST (U.S. Federal Holidays Excluded).

Extended 24x7x365 coverage is available for an additional annual maintenance percentage plus per occurrence fee.

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