Subscription Maintenance & Support
At onPhase, your success defines our success.
Your work is too important to slow down. That's why every onPhase subscription comes with a dedicated maintenance and support program shaped around your goals.
The onPhase Customer Success team partners with you from the first question to the final resolution, delivering clear answers and building confidence so renewals feel like an easy choice.
This page outlines what your subscription covers, how to reach the right people, and the service levels you can rely on. Use it any time you need quick guidance or want to see how we keep your finance operation moving without interruption.
What your onPhase subscription includes.
- All product updates as soon as they are production ready.
- Direct access to support specialists who troubleshoot issues and share workflow guidance.
- Optional Beta Circle invitations so you can preview new features and shape the roadmap.
- Scheduled health reviews that protect performance and prevent surprises.
* Need help with a large version upgrade or custom project? Professional Services can scope that work separately so you know exactly what to expect.
Support and escalation policies and procedures.
Every call, email, or portal post creates a ticket right away. A Support Coordinator reviews the details and routes it to the right specialist within two business hours.
For the fastest turnaround, please include
- Your name and company
- The best way to reach you
- A brief description of the question or issue
If phone lines are busy, voicemail or email is usually quicker than holding because both methods open a ticket automatically. You will receive the ticket number and regular updates until the issue is resolved.
Please note: emails and voicemails once received are assigned to a member o four team within 2 hours (during normal operating business hours).
Response and resolution times
Response and resolution times start the moment onPhase receives your support request. The clock keeps running until the team acknowledges the ticket, gathers the details it needs, and assigns the issue to the right specialist. Each severity level below carries its own timeframe so you always know what to expect.
Severity levels and response targets
Severity |
First response |
Ongoing effort |
What it means |
| Level 1 - Critical | 1 hour | Continuous work until service is restored. | Service is unusable or data is at risk. |
| Level 2 - High | 2 hours | Dedicated effort eight business hours each day until fixed. | Core function disrupted for many users. |
| Level 3 - Medium | 4 hours | Workaround or fix within five business days. | Intermittent error with noticeable impact. |
| Level 4 - Low | 1 business day | Fix within thirty days. | Minor malfunction with little impact. |
| Level 5 - Informational | 5 business days | Updates as agreed. | How-to questions or enhancement ideas. |
*Technical Support and Professional Services related to any upgrades are outside of the subscription benefit; however, additional hours of support or training may be purchased. Please contact your Account Manager or support@onphase.com.
Standard and After Hours Support
Standard support:
Monday through Friday, 8 a.m. to 8 p.m. Eastern Time
Phone: (727) 441 8228 ext. 104
Email: support@onphase.com
Best practice:
Both voicemail and email open a ticket instantly. If you reach us during a busy period, leaving a message or sending an email is faster than waiting on hold. Be sure to include:
- Your name and company
- Your preferred contact method
- Contact details
- A short description of the question or issue
After hours support
Phone: (727) 415 3963
Please request after hours assistance by phone or voicemail using the same best practice guidelines as mentioned above. After hours work is billed separately. onPhase will email a short agreement that outlines the fee and scope; service begins once the agreement is signed and returned.
Key contacts
| Team | Purpose | How to reach us |
|---|---|---|
| Support | Break fix issues and platform questions | Standard hours (727) 441 8228 ext. 104 support@onphase.com After hours (727) 415 3963 |
| Customer Success | Account strategy, roadmap feedback, and growth planning | (727) 441 8228 ext. 270 customersuccess@onphase.com |
| Professional Services | Training, optimization, project scoping | (727) 441 8228 ext. 200 services@onphase.comHelp is always a call or click away. The onPhase team is here to keep your finance operation running smoothly. |
onPhase Standard Support Hours
Monday through Friday
Phone (727) 441 8228 ext. 104
Email support@onphase.com
HOURS:
8AM - 8PM
Eastern