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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 -- Scanned by iCritical. lis-e-resources is a UKSG list - http://www.uksg.org/serials UKSG groups also available on Facebook and LinkedIn