Frequently Asked Questions
This page includes some commonly asked questions about OnTime. If your
question is not addressed specifically, please contact us using one of the
resources available here.
Localization
Will OnTime work outside of the United States?
Yes. OnTime has been designed to work internationally. In real world
tests, OnTime has been deployed and tested in every country around the
world. Since mapping is based on data from Microsoft and Google, you may see
some variation in the accuracy of mapping, depending on how well Microsoft
and Google support your region.
Will OnTime work with and use my country's currency?
Yes. OnTime works with all major currencies.
Will OnTime use my location's date and time format?
Yes. Virtually any combination of date and time formats are supported.
Will OnTime display in my local language?
OnTime is currently available in US English. It is not translated into
other languages. However, it can contain data in any language and is fully
Unicode compliant. This means you can enter your data in any language you
desire.
Mobile Devices
What type of carriers are supported by OnTime?
OnTime has been engineered to work with the data networks of all cell
carriers, including GSM, Edge, EVO, and CDMA offered by companies such as Sprint,
Verizon, t-Mobile, and AT&T.
Do I have to use Nextel or similar service?
No. OnTime's technology makes it possible to get the same features of the
Nextel data network across virtually any carrier.
Do I need to purchase specialized mobile hardware for OnTime?
No. OnTime works with thousands of existing mobile devices and will most
likely work with many of the devices you already own. If you are in the
market for new mobile hardware, OnTime opens up the option of using much
cheaper consumer grade devices that are cheaper and easier to replace. Of
course OnTime will work equally as well with professional, commercial grade
hardware.
Which mobile phones are supported?
Virtually any mobile device is supported by OnTime, but the best
experience will be on either a tablet device or a smartphone. These
generally include a touch screen and GPS receiver, allowing OnTime to
capture signatures and provide easier navigation to for drivers.
Smartphones specifically supported include devices running the following
operating systems: Blackberry OS, Android, iOS, Windows Phone, Windows
Mobile, and webOS. For more information,
click here for instructions on installing OnTime on different
smartphones.
Which version of Windows Phones or Windows Mobile are supported?
OnTime will work with devices running Windows Mobile 2003, 5, and 6 devices.
For more information see this page.
Does OnTime support the use of pagers to communicate with drivers?
OnTime is designed to work with your current technology investments, meaning
that it supports a wide range of mobile devices. While the best results are seen
with a Windows Mobile device, OnTime Mobile scales down to basic cell phones and
pagers. One-way pagers are supported through OnTime's text messaging
platform.
Your Way of Doing Business
I have a unique method of pricing orders for my customers. Will OnTime
support the way I structure my pricing?
OnTime offers the most flexible and powerful pricing engine in the industry.
Our customers have always been able to find a way of automating their pricing
structure into OnTime. Of course zone-to-zone and mileage based pricing are
supported across the baseline. There are literally millions of other
combinations of pricing models that customers have created in OnTime. If you
have any doubt that OnTime will be able to handle your pricing structure, please
feel free to contact us for a discussion.
Can reports that print out, such as invoices and shipping labels, be
customized to fit my needs?
Yes. OnTime ships with a build in report designer that gives you complete
control over the design of virtually any report. This makes it easy to add
your logo, change the layout, and add more information to these reports.
Infrastructure
Why should I use a hosted service? Isn't it better to have the system on my
own server?
Unpredictable IT costs place a real burden on your business. The OnTime
System gives you predictable, monthly IT expenses by eliminating the costs of
upgrades, monitoring, patching and operations of your infrastructure. We give
you the flexibility to choose from scalable options that grow with your business
so you don't pay for more than you use. This allows you to redirect IT
resources, reduce unanticipated support costs and plan your expenses accurately.
For a complete cost analysis, use our immediate cost savings analysis tool to get an estimate on your savings.
You may be surprised at how much we can reduce your current IT spending.
Can I use an answering service or call center with OnTime?
Yes. Contact your answering service company and have them download a copy of
OnTime Dispatch. The download is free of charge. After installing the program,
and after you have set them up as a user with dispatch permissions under your
account, the answering service personnel will be able to log in and dispatch
orders.
If I lose my connection to the Internet will I still be able to use OnTime?
Yes. Many of the OnTime applications, including all of the desktop versions, can
operate without an internet connection, allowing your team to continue working
and taking orders. When the internet connection becomes
active again, dispatcher can submit the outstanding orders and changes.
Technical Support
How much does technical support cost?
As a hosted service, basic technical support for all OnTime products and
services is included in the cost of the monthly service fee. This includes
assistance with setup, normal use, and mobile device configuration. There is no
expiration of the technical support as long as you have an active OnTime hosted
account. Phone support is available with the Standard and higher subscription plans.
Unlimited email support is available with all plans. There are no extra fees
for support contracts.
What are the hours of technical support?
Generally speaking, we are available at all times in case of a system
down emergency. Regular phone support hours are Monday - Friday, 8:00 AM to
5:00 PM Pacific Time. Email support is available ourtside of those hours.
Is your technical support outsourced?
No. All technical support is preformed by in house representatives with
knowledge and experience in using OnTime.
Billing
Is there a mandatory contract involved in using OnTime?
No. OnTime is provided as a month to month service. However, there may be
some setup discounts available if you make a 12 month commitment. This is
completely optional.
Are there any hidden fees when using OnTime?
No. The only thing an account may be charged extra for is if the number
of users on the account exceeds the amount allocated. Otherwise, you can
expect the same cost each month, down to the penny.