ONIT Support Policy

I. Overview

This ONIT Support Policy (“Support Policy”) describes the policies and procedures under which PROFESSIONAL SCOUTING SOLUTIONS, LLC. (“ONIT”) provides technical support (“Support”) for its proprietary online service ONIT (“ONIT”) to its customers (each, a “Customer”). ONIT may modify this Support Policy (and any referenced policies) from time to time to reflect process improvements or changing practices. However, the modifications will not materially decrease ONIT’s support or security obligations as compared to those in effect as of the Effective Date of the Subscription Agreement.

Support is provided pursuant to the separate subscription agreement under which Customer has purchased Support (“Subscription Agreement”) and is subject to the terms and conditions of that Subscription Agreement and the terms of this Support Policy. Support is provided for the period specified in the Subscription Agreement.

Support is provided through email. Support can be initiated through ONIT’s online web-based application or by email support@onitapp.io.

This Support Policy sets forth expectations for Support between the Customer organization and ONIT’s Customer Support organization, including:

  1. Who is authorized to submit issues
  2. How to submit issues
  3. What types of issues are supported
  4. How and when ONIT resolves and closes reported issues 

II. Scope of Support

  1. What Support and Maintenance Services Include. If Customer is current on its payment for ONIT, ONIT shall use commercially reasonable efforts to provide Customer with Support for ONIT consisting of the following: (a) web-based submissions of Incidents (as defined below) submitted by up to the number of designated Contacts (as defined below) as specified on Annex 1 (Support Policy Details); (b) guidance and troubleshooting regarding usage and connection issues related to ONIT; (c) online training found on ONIT’s website; (d) an online knowledge base of information and solutions that supplements the Documentation (as defined in the Subscription Agreement) and provides up-to-date information on ONIT; and (e) access to ONIT’s support team through email.
  2. What Support and Maintenance Services Exclude.
    1. ONIT has no Support obligations with respect to the issues relating from: (i) Customer’s equipment, network connections or other infrastructure; (ii) use of ONIT by Customer in a manner not consistent with the Documentation or in violation of the Subscription Agreement; (iii) modifications to ONIT by any party other than ONIT or (iv) failures or downtime due to any factors beyond ONIT’s reasonable control or due to any force majeure event as described in the Subscription Agreement.
    2. ONIT has no Support obligations for free, trial or evaluation access to ONIT.
    3. Support does not include provision of training, configuration, integration, or remote access (unless requested by ONIT) or onsite services as may be offered by ONIT or of support for any related deliverables.
  3. ONIT’s Efforts. While ONIT will make commercially reasonable efforts to correct errors in ONIT and respond to Incidents as described in this Support Policy, Customer acknowledges that it may not be possible for ONIT to correct every or any bug, error, or problem reported by Customer or of which ONIT is otherwise made aware.


III. Policy Details. Important details of ONIT’s Support Policy are set forth on Annex 1 to this Support Policy. This includes the business hours during which ONIT provides Support (which are Monday through Friday during the local times specified in

Annex 1) (“Business Hours”), limits on numbers of Contacts, target response times for Incidents and other details. Customer acknowledges that it has read and agreed to Annex 1.


IV. Incident Submission

  1. Contacts. Support is intended to provide assistance to individuals for issues and questions beyond what is covered in the Documentation. Customers are expected to make reasonable efforts to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the internal systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of ONIT. Each such qualified contact is a “Contact”. Customer may designate up to the number of Contacts specified in the Annex 1 and may make changes to its Contacts by notifying ONIT support at support@ONIT.com.
  2. How to Submit Incidents. Customer’s Contacts may report errors or abnormal behavior in ONIT (“Incidents”) through emailing support@ONIT.com (unless other means are specified in Annex 1). In order to expedite the resolution of Incidents, ONIT expects that Customer will make every attempt possible to:
    1. Verify that the Incident is reproducible.
    2. Provide information necessary to help ONIT track, prioritize, reproduce, or investigate the Incident, such as: Customer name and organization.
    3. Provide a full description of the issue and expected results.
    4. Categorize issues (general question, defect, enhancement request, etc.).
    5. List steps to reproduce the issue and relevant data.
    6. Provide exact wording of all issue-related error messages.
    7. Describe any special circumstances surrounding the discovery of the issue, e.g., first occurrence or occurrence after a specific event, Customer’s business impact of problem, and suggested priority for resolution.
    8. Identify Incident number in any ongoing communications with ONIT on an existing Incident.
    9. Customer Cooperation. Customer will provide information and access to Customer resources as reasonably required
  3. Customer Cooperation. Customer will provide information and access to Customer resources as reasonably required for ONIT to provide Support. ONIT will be excused from any non-performance of its obligations hereunder to the extent any such non-performance is attributable to Customer’s failure to perform such obligations


V. Incident Response


  1. Priority Levels. ONIT’s Support personnel will assign a priority level (“Priority Level”) to each Incident based on the criteria below:


Priority #

Priority Level


Priority 1


ONIT is completely unavailable and inaccessible to 100% of the Customer’s users.


Priority 2


ONIT is not operating in accordance with the Documentation and performance is severely degraded, causing a material and adverse impact for a majority of Customer’s users.


Priority 3


Requests for assistance or “how to” advice or feature requests



  1. Closure of Incidents. After assigning a Priority Level, ONIT will use commercially reasonable efforts to provide acknowledgements, initial responses and updates based on the targets in Annex 1. Incidents shall be closed in the following manner:
    1. For solvable issues: Depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or modification or fix to ONIT.
    2. For issues outside of scope of Support: ONIT may also close issues by identifying the Incident as outside the scope of the Support pursuant to Section II above.
    3. Dropped Issues, ONIT will consider an open case dropped (and may close the case) if the Contact has not responded to two (2) attempts or more made by ONIT to collect additional information required to solve the case.


VI. Security

ONIT will maintain industry-standard physical and data security systems designed to prevent unauthorized access to the ONIT servers that make available ONIT. ONIT’s standard practice is to routinely backup (not less frequently than once per day) all Customer Data. All storage, backup and archival media containing Customer Data shall: (a) be physically stored in a secured area; (b) be logically separated from any other customers’ data; and (c) be protected by industry-standard encryption methods.




Annex 1

Support Policy Details


Supported Product

Supported Product


Policy Terms

Technical Support Service Effective Cover Hours

Full Work Week (Local Time Zone)

Monday - Friday

Emergency P1 Support

4pm Sunday – 8pm Friday

Business Hours (Americas)

7am – 7pm, Eastern Time

Monday – Friday

Limited support during ONIT events and holidays

Supported Channels

On Line: support@ONIT.com

Additional escalation possible through sales rep

Target Response Time

Priority 1 – 8 hours

Priority 2 – 48 hours

Priority 3, – 72 hours

Target Update Frequency

Priority 1 – Daily

Priority 2 or Priority 3 – Weekly 


*ONIT provides these responses and updates during Business Hours only. Target response times will correspondingly carry into subsequent business days.