Expert assistance and the latest software for your continued success
On Point Technology is committed to providing the highest quality customer support for our products. Our Enterprise Product Assurance Program guarantees system availability and dependability, optimizes the return on your investment in On Point Technology products, improves organizational processes, and ensures that you achieve your project goals.
On Point Technology's Enterprise Product Assurance Program gives you access to the latest updates and knowledge bases for the products for which you have an active maintenance contract and also provides you with phone, e-mail and online access to our quick-response Customer Support team of experts.
Long-term Protection and Benefits
The Program offers long-term protection for your investment through a variety of customer benefits, including service pack releases, production support, expert counsel, training, and knowledge exchanges.
Service Pack Releases
We will provide periodic releases that ensure your On Point Technology application stays current. These updates will include enhanced product functionality, law and/or configuration changes specific to your state, and application fixes to address any software issues.
Production Support
Once your product is in a live environment, client users and state IT staff will have full access to our Customer Support team to address any issues or answer any questions. In fact, most customers view our professional staff as an extension of their IT resources, and provide us with remote access via virtual private networks.
Expert Counsel
On Point Technology gives you access to customer service personnel with intimate knowledge of software features and functions, experienced UI experts with extensive knowledge of your business processes, and a product development team that can address technical and infrastructure issues.
Training
On Point Technology provides ongoing review of and support for your installation. Our seasoned consultants will work with you on-site to maximize the efficiency of your business procedures and training environment.
Annual Check-up
On Point Technology’s business experts conduct an annual on-site check-up to assess the effectiveness of your organization’s processes and assist you in achieving your performance goals. This includes an analysis of your operational statistics in your benefit payment control group. We work with you to maximize the detection and establishment of overpayments, generate the greatest return from your crossmatch efforts, identify the attributes of quality determinations, and locate opportunities to shorten the average duration of cases.
Knowledge Exchange
On Point Technology’s Enterprise Product Assurance Program lets you benefit from the rest of our user community. Lessons we learn from other state installations will be shared with all clients via consultation, training, and upgrades. Also, as a subscriber, you have the ability to submit suggestions for product enhancements.
Customer Support Communication
On Point Technology offers several customer support communication resources, including a toll-free number for direct access to our professional staff; product-specific support e-mail addresses that go directly to a product team member; a customer portal used to track issues, read product announcements, retrieve contact information, and access documentation; and secure, remote monitoring of customer desktop computers and application servers via GoToAssist.
Download a printable version of the
Enterprise Product Assurance Program brochure. (204kb)