Support

We know school business — many of our employees previously worked for school districts. The entire focus of our department (and our company) is the successful administration of California school business services.

Contacting Us

Letting You Know about Reported Problems

Many of our product enhancements are the result of the constant monitoring of customer feedback and support incidents by our staff. If your organization reports an incident, you can check the progress and resolution of it using the OnTime Customer Portal. With an easy-to-use web interface, the portal allows customers to track their incidents and requests for changes.

Sometimes customers call in with problems that can be solved quickly with just a little bit of knowledge. That is why we created a forum that is availabe through Online Resources module of Escape Online 5. There are thousands of such incidents recorded in our knowledge base, detailing the problem and the resolution.

Support Hours

  • Monday-Friday 8:00 - 5:00

Calendar of Holidays

2018

New Year's Day:  January 1
MLK Jr. Birthday:  January 15
President’s Day:  February 19
Memorial Day:  May 28
Fourth of July:  July 4
Labor Day:  September 3
Veteran's Day:  November 12
Thanksgiving:  November 22-23
Christmas:  December 24-26

2017

New Year's Day:  January 2
MLK Jr. Birthday:  January 16
President’s Day:  February 20
Memorial Day:  May 29
Fourth of July:  July 3-4
Labor Day:  September 4
Thanksgiving:  November 23-24
Christmas:  December 25-27

Customers Say

In the busy environment of software support for over 800 users, we don’t seem to find enough time to stop and be thankful for Elen’s expertise, dedication, and overall pleasant demeanor. She is a joy and a pleasure to work with on a daily basis for me and my support team.

We love the easy to follow screenshots that Arin sends when dealing with support issues.

Mike, you have won the praise and respect of the entire IT department for having the best support of any vendor to date.

I just now looked at the release notes and I LOVE the Installation Requirements section! All spelled out nice and clear.

Jacque is great! If I had the funding, I would send flowers at least once a month! Thanks for all you do!

I can’t say enough about. Karen and Arin. They are fantastic and we are grateful to have them as our reps.

You are just bursting with information, Terri! It’s nice to see the presentation where you are so sure and comfortable with the processes – gives a feeling of confidence and abundance… I’m sure you could answer any question about the software.

I called Julie and told her my problem. She researched the issue for me and let me know what steps I needed to do to resolve the problem. When I had a question, I either emailed her or called and she gave me the answer right away.

I just wanted to share with you how great Lora has been. We’ve been throwing a lot at her and she’s been great about getting back to us with a resolution. We appreciate all her assistance!!!!!

John is a clear communicator who has provided timely and accurate turnaround to help us meet our implementation deadlines. John has worked evenings and weekends to keep our data conversion milestones on target. He provides detailed information for us to modify our data conversion templates and has worked collaboratively with our technical team to address a wide range of challenges. John’s strong work ethic and commitment to service make him a valued partner in this important endeavor.