Service availability
| Requirement | Essential or desirable | Target | Applies to | Key performance indicator |
|---|---|---|---|---|
| Provides a point of contact for response to incidents. | Essential. | Provides a named contact and chain of command for response to incidents. This includes details of relevant contacts, including helpdesk and technical personnel. | All electronic content. | 100% compliance. |
| Provides notification of an incident. | Essential. | Within 2 hours of incident occurring. | All electronic content. | Within 2 working hours. |
User support
| Requirement | Essential or desirable | Target | Applies to | Key performance indicator |
|---|---|---|---|---|
| Provides a point of contact for helpdesk and support services. | Essential. | Provides a named helpdesk point of contact (dedicated email and telephone number). | All electronic content. | 100% compliance. |
| Responds to complaints within an agreed timeframe. | Essential. | Within 1 working day of receipt. Provides confirmation of action to be taken within 2 working days. | All electronic content. | 100% of all complaints received |
| Responds to general enquiries within an agreed timeframe. | Essential. | Within 2 working days of receipt. | All electronic content. | 100% of all general enquiries received. |
| Resolves and closes general enquiries received within an agreed timeframe. | Essential. | 95% of all general enquiries resolved within 18 working days. | All electronic content. | 95% of all general enquiries resolved within 18 working days. |
| Offers training and education programmes to support usage. | Essential | Provides a range of training options (online, face-to-face, or blended learning). | All electronic content. | Compliance with reporting requirements. |
Service notifications
| Requirement | Essential or desirable | Target | Applies to | Key performance indicator |
|---|---|---|---|---|
| Provides notification of duplication of content purchases. | Essential. | Has a standard procedure in place to notify purchasers of any duplication of content purchases. | All electronic content. | 100% compliance. |
| Provides notification of the withdrawal of goods or licensed materials. | Essential. |
At least 60 working days’ notice prior to the withdrawal date of title. This includes eJournal titles moving publisher. Notice should be provided within 14 days after removal for content for which the provider no longer retains the right to provide or which it has reasonable grounds to believe infringes copyright; or is defamatory, obscene, unlawful or otherwise objectionable. |
Print journals. All electronic content. |
At least 60 days. |
Service reporting
| Requirement | Essential or desirable | Target | Applies to | Key performance indicator |
|---|---|---|---|---|
| Provides or facilitates the collection of monthly usage and statistical data. | Essential. |
Statistics are COUNTER 5 compliant. Statistics are available by 21st of the month. |
All electronic content. | 100% compliance. |
Measurement and related payment core service
| Requirement | Essential or desirable | Target | Applies to | Key performance indicator |
|---|---|---|---|---|
| Provides a service credit to purchasing authorities in the event of service or the licensed materials suspension, due to agent's delayed payment to a publisher. | Essential. |
Provides a percentage reduction against the fee paid. Credit percentage agreed as follows against quarterly or annual fee. Service availability credit percentage:
It's advsable that the purchasing authority clarifies at the point of purchase how the credits should be issued. |
All electronic content. | 100% compliance. |
| Provides a refund in the event that the whole, parts, or an item of the licensed materials is removed or withdrawn for any reason. | Essential. | Refunds that part of fee paid for the remaining un-expired portion of the subscription term (proportional to the amount of the licensed materials or goods unavailable.) |
Print journals. All electronic content. |
100% compliance. |