Can you send me the full information about the Premium Service? I cannot get
beyond our University of Cincinnati gateway to get to the information
online. This is very frustrating!
Thanks,
Jane Thompson
U. Cincinnati Health Sciences Library
Journals Collection Development Librarian
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-----Original Message-----
From: Amel Abourachid [mailto:[log in to unmask]]
Sent: Tuesday, February 22, 2005 11:13 AM
To: [log in to unmask]
Subject: Re: IngentaConnect premium service

Dear Ros,

I'm sorry to hear that you are disappointed with our policy of email
support for non-premium subscribers. I want to assure you that emails sent
to the customer service team at Ingenta, whether from Premium customers or
not, will be dealt with as soon as possible and will not get ignored.

The premium service has been put together from a number of enhancement
requests that we have received from libraries over the years, and is
proving to be a popular upgrade service with nearly 100 subscribers signed
up since we launched the service 2 weeks ago.

I can assure you that we are doing everything we can to maintain the
excellent turn around time of email queries for both premium and non
premium customers, and to maintain the reputation of good customer support
that we have built over the past years.

The premium upgrade service is not being sold on telephone support alone,
it is a suite of services designed to save librarians time and effort in
administering online journals, and allowing features such as library
branding, email alerting and advanced usage statistics. At ?280, the
feedback we have received so far is that it is a very reasonable price for
the extra features and functionality.

Regards,
Amel

_______________________________________________________
AMEL ABOURACHID
Library Business Manager
Ingenta PLC
Unit 1 Riverside Court, Bath, BA2 3DZ, UK
T +44 1225 361113
F +44 1225 361155
E [log in to unmask]
www.ingenta.com
Ingenta: Technology + Services for the Publishing and Information
Industries.
_________________________________________________________



-----Original Message-----
From: An informal open list set up by the UK Serials Group
[mailto:[log in to unmask]]On Behalf Of M Ros Doig
Sent: 22 February 2005 3:17 pm
To: [log in to unmask]
Subject: IngentaConnect premium service


Hello Everyone
Have any of you signed up to this??
Imagine my shock and horror when I discovered today that unless you pay
for the premium service at IngentaConnect it seems your only method of
communication with their help desk is via email.
Phone support is only for premium customers!

Fancy having to pay for enhanced customer service. I can imagine how
that would go down in our libraries if we started charging  for taking
phone calls!!!

I'm deeply disappointed. What does anybody else think?

Ros Doig




Ros Doig
Serials & Inter-lending Librarian
University of Derby
Learning Centre
Kedleston Road
Derby
DE22 1GB

Tel. +44 1332 591204
Fax. +44 1332 622773
Email.  [log in to unmask]