Many thanks for that Andy. You have raised some really interesting points.
You are of course absolutely correct to draw our attention to the challenges associated with the actual "enforcement" of SLA's and the clear requirement for evidence with integrity!
Looks like this is quite a "hot" topic that has provoked some really interesting discussions. Maybe this is the sort of topic that could be debated at a "Breakout Session" at the next UKSG ?
Kind regards
Miss Emma Brewer
Supplier Liaison Administrator
Charles Seale-Hayne Library
University of Plymouth
[log in to unmask]
Direct line : 01752 587144
-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information Community [mailto:[log in to unmask]] On Behalf Of Richardson Andy (RDE) Colchester Hospital Uni NHS Foundation Tr
Sent: 28 September 2010 09:58
To: [log in to unmask]
Subject: Re: [lis-e-resources] Service Level Agreements ?
Sometimes SLA's are alluded to in the contract. From my experience the supplier has a separate appendix and they provide a very basic bog standard SLA.
Now you can wrangle it out for months but be very sure that if you are able to measure it accurately yourself. Now anyone on this list will know what I am going to suggest.... And that is get yourself a proper Service Desk software. Once you've argued the toss over 97% 24/7 access to a resource - you've got to prove it if you think it was less. If you build in all your agreed SLA's into the software, as soon as you are aware of the service is being down you can phyically time and audit the whole downtime incident. You've got your own evidence to provide to the supplier - and not, as most of us rely on - the suppliers help desk incident audit (not that I don't trust you suppliers out there....)
A help desk is a central point that the supplier has to report back to so that ALL correspondence and information on that incident is recorded - rather than trying to co-ordinate emails from supplier teckies to your teckies, your supplier service manager to you, your boss, your colleague when you are away. If you go to the bother of arguing and writing down in blood an SLA (drawn from stone when you are talking to the real big boys because they will want to go with what is advantageous to a mega publisher rather than a small institutional user) then you must have as good an evidence base as they have when you take them to task.
Oh and go for cash back rather than free contract extension time - because if the service is bad, why would you want to have more of the same free for further months....
Regards
Andy
Andy Richardson MCLIP
Health Specialist Librarian
Multi Professional Resource Centre
Colchester Hospital University NHS Foundation Trust
tel: 01206745982
email: [log in to unmask]
-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information Community [mailto:[log in to unmask]] On Behalf Of Machell, Frances
Sent: 28 September 2010 09:32
To: [log in to unmask]
Subject: Re: [lis-e-resources] Service Level Agreements ?
Hi Emma,
Is your institution a member of a purchasing consortium (eg SUPC)? If so, there is a template SLA for book providers provided as part of the Joint Academic Framework Agreement which you could consult if you haven't already.
We haven't signed any SLAs with e-resource providers, but the model licences (eg JISC/NESLI, CHEST) have standard clauses about downtimes and performance which may also be worth looking at as a starting point.
If you have many direct comments, would you be willing to summarise for the list?
Best wishes,
Frances
Frances Machell MCLIP
Hybrid Collections Co-ordinator
Learning and Information Services
MX Building, City Campus North
University of Wolverhampton
Email: [log in to unmask]
Tel: 01902 321965
-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information Community [mailto:[log in to unmask]] On Behalf Of Emma Brewer
Sent: 23 September 2010 09:29
To: [log in to unmask]
Subject: [lis-e-resources] Service Level Agreements ?
Hi All,
I've recently been tasked with drawing up Service Level Agreements with our key suppliers of library material (initially e-resources, journals and books.) I thought a useful starting point would be to find out whether any other institutions have SLA's with their suppliers?
I'd therefore be really interested in hearing from any of you that have SLA's in place. I'd be equally interested to hear from those who don't; is it something that is on the agenda or is it something that has never been seen as necessary?
So far in my quest to find an example, I've only managed to track down a couple of SLA's for library services or service/maintenance contracts for photocopiers /PCs etc ; not a single SLA for suppliers of library materials / resources.
I'd be really grateful for any comments from institutions, purchasing consortia and suppliers alike on this subject. I'm happy to receive comments / feedback off list if you feel that some of the information may be sensitive.
I look forward to hearing from you.
Kind regards
Emma Brewer
Supplier Liaison Administrator
Charles Seale-Hayne Library
University of Plymouth
[log in to unmask]<mailto:[log in to unmask]>
Direct line : 01752 587144
lis-e-resources is a UKSG list - http://www.uksg.org/serials UKSG groups also available on Facebook and LinkedIn
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lis-e-resources is a UKSG list - http://www.uksg.org/serials
UKSG groups also available on Facebook and LinkedIn
lis-e-resources is a UKSG list - http://www.uksg.org/serials
UKSG groups also available on Facebook and LinkedIn
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