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
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
"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
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?
St George's Library
St George's, University of London
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