Frequently Asked Questions

Why is it easier to use the OnBoard Master Subscription Agreement (MSA) as opposed to other contract templates?

Using OnBoard’s MSA accelerates the contracting process for all parties. Our MSA is crafted with industry-standard terms and conditions, minimizing the need for extensive negotiations and ensuring a smoother experience. Unlike many customer contract templates, which are often drafted for general services or purchasing goods, our MSA is specifically tailored to align with OnBoard’s services reducing the risk of misunderstandings or omissions. The OnBoard MSA is a customer friendly document that is regularly reviewed and incorporates common requests we have received from customers. By using our MSA, organizations can quickly execute agreements and start leveraging our solutions without unnecessary delays.

What Warranties Does OnBoard Provide?

OnBoard provides standard warranties to customers that it has sufficient rights to make the software available, and that the platform will operate in accordance with its documentation. These warranties aim to provide customers assurance that they can use the platform without infringing on any 3rd party intellectual property rights, and that the product, features, and capabilities will perform and operate as outlined in technical specifications or formal documents.

How Does OnBoard protect my data?

All of OnBoard’s web and mobile applications are built with security at top of mind. We are hosted in the MS Azure cloud that allows us to provide enterprise grade level security to all our customers, regardless of size. Our products encrypt all customer data in transit and at rest, and utilizes granular, role-based access controls that help ensure only the right team members have access to view and amend content within the applications.

We invest heavily in the security of our platforms and the internal controls necessary to provide customers’ peace of mind. OnBoard has secured SOC 2 Type 2, ISO 27001, and ISO 27701 certifications, conducts regular penetration tests, and follows the Open Worldwide Application Security Project (OWASP) standards for web development. Our security and incident response team manages threats 24/7 and proactively monitors new security developments.

Furthermore, the OnBoard application serves as a custodian for the content that you choose to upload to the platform. You are in control of the information you share, and the personal information processed by OnBoard. If desired, we have a standard Data Processing Agreement (DPA) that establishes the guidelines under which OnBoard processes personal information.

OnBoard continually reviews its security policies and procedures to ensure that we are meeting or exceeding industry standards and customer expectations. If interested in learning more about our security click here. Additional information, including our various certification reports are available in our Trust Center.

Can customers audit OnBoard?

To ensure the confidentiality of customer information, and the security of OnBoard’s production environment, we are unable to grant individual audit rights. Given the considerable number of customers we support, the overhead and resources required to provide access for such audits would drive up costs for all customers. We have instead chosen to regularly be audited by independent providers and maintain multiple recognized certifications (ISO 27001/27701, SOC 2 Type 2). These reports, demonstrating compliance with industry standards, along with our security documentation are available for review by our prospects and customers.

How can a customer terminate their subscription:

When a customer subscribes to OnBoard, it is generally noncancelable and nonrefundable Agreement for the mutually agreed-upon term. We are unable to permit termination for convenience because we incur significant upfront costs. As a SaaS platform, once a customer purchases a subscription, we allocate server space, computing, and operational resources such as implementation and customer support teams to provide you an exceptional experience over the agreed upon term. If necessary, customers can terminate their Agreement and avoid autorenewal by providing notice at least 30 (thirty) days before the renewal date of their subscription. Customers can also terminate their Agreement for cause and secure a prorated refund if OnBoard breaches its warranty, or any material term of the MSA and fails to cure it within thirty (30) days.

OnBoard has been in operation for over twenty years and has thousands of customers globally. We are committed to supporting all of our customers and strive to cultivate long-term relationships.

How is the OnBoard Platform Delivered?

OnBoard operates as a standardized, multi-tenant Software-as-a-Service (SaaS) platform, meaning all customers use the same core application and infrastructure, while each organization’s data remains fully segregated and protected. This model allows us to deliver enterprise-grade security, regular product enhancements, and consistent performance to all customers. Because the underlying infrastructure is shared, OnBoard does not offer custom deployments or individual platform modifications.

Does OnBoard provide project milestones, or acceptance testing?

OnBoard is delivered as a subscription-based cloud service that is available for use immediately upon provisioning. Because customers access the live platform rather than receiving custom-developed software or one-off deliverables, traditional concepts such as project milestones, deliverables, acceptance criteria, or acceptance testing do not apply to the OnBoard platform. OnBoard manages all updates, enhancements, and maintenance centrally, and customers automatically receive improvements without needing to install versions or perform technical upkeep. This model allows us to continuously improve the platform for all customers while ensuring a consistent, reliable experience.