It would be interesting to see what AAFP's service level agreements are
with users. Quite often we may not see them as the whole thing is dealt
with the third party subscription agent. You could ask them directly for
a copy of any service level agreement - that might shock them into
action....
I'll make a note of this publisher - I'm working on my Service Desk
project....
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 Kelly
Lovell
Sent: 09 March 2010 10:06
To: [log in to unmask]
Subject: [LIS-E-RESOURCES] American Family Physician online
This is a long shot, but I've reached the end of my rope with the AAFP
and their tech support department and I'm wondering if another library
out there has been experiencing similar problems.
This is a new subscription for 2010 - they don't offer Athens/Shibboleth
so it's IP only. I submitted our three IPs to them (which I'm told is
the firewall and two caches) and access only works for ONE of them. I
checked with one of our network engineers in IT, and he confirmed it.
We can't troubleshoot at our end without seeing what's happening at
theirs, and the AAFP won't assist because they are adamant that their
systems are working correctly.
I've now hit something of an impasse. The AAFP have told me, via Swets,
that the problem can't possibly be at their end. I, however, can't
possibly see how the problem can be at ours. The last response from
them was (and I
quote):
"This matter was escalated to the highest level of network
administration.
Again, thorough testing reveals the system is functioning properly at
our end and will not be investigated further.
[...]
If they can find no discrepancies in the IP addresses, the client will
need to authenticate using the user ID and password they have been
provided. They may wish to save the info in the workstations' browsers.
Again, we regret the inconvenience but this matter will not be
investigated further."
This just isn't good enough.
Ideally, I'd like to demand a refund - they haven't been able to supply
the service we've paid for after all. Do I have a fighting chance? Can
anyone suggest some legalese that I could level at them?
Thanks,
Kelly
--
Journals Librarian
St George's Library
St George's, University of London
Hunter Wing
Cranmer Terrace
London
SW17 0RE
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