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What do we want from a support service? Speedy, knowledgable and accurate problem-solving for a start! At IS Oxford we have weighted our organisational structure towards customer support, development and training so that eighty percent of our staff are employed in those capacities.
The Heritage Support Desk is open Monday to Friday. 8:00am to 5:00pm and help can be provided via telephone, email, fax, modem or via the internet. When you first contact our support desk a Support Receptionist will log your call and provide you with a call reference number. The Receptionist will prioritise your call based on the impact on normal operation of the software which ensures that those in urgent need are dealt with as soon as possible. The call logging system ensures that nobody is lost in the system or forgotten and our aim is to respond to all calls within four working hours. We also utilise the latest online support software systems to take a more direct involvement in rectifying difficult problems where necessary.
Marvin is an email distribution system, or list server, which a lot of our customers subscribe to. It is an excellent means of getting advice and support from other users of Heritage as well as our support and development teams. There are typically 5-10 messages a day and it is not uncommon for an answer to come back with a few minutes of posting a question. Reports are particular favourites, but all subjects from how to catalogue certain types of material to dealing with difficult students arise.
Upgrades are usually provided free of charge as part of the Annual Support Contract. The main exception is when an update to the underlying database is required; this has happened about once in every four years and the cost is usually minimal.
Typically we release two major upgrades per annum which can be downloaded easily from our Support Website. You don't have to take these upgrades at the time they are released if you would prefer to wait until things are quieter in your resource centre.
Contact us for a brochure describing our Training and Support Services in more detail.
Each week you will receive an email with hints and tips for getting the best out of Heritage and Heritage Cirqa. Sometimes it will be something very simple, such as a useful keystroke you might not be familiar with, and sometimes it might be something quite involved, like instructions on how to customise an area of the system or offer a new service to your users. The emails started in July 2012 and have become incredibly popular with our users.
"I just love your weekly tips, as a solo librarian of a busy library it makes it easy for me to make quick changes and improvements that I wouldn’t otherwise have time to research and then do."
A dedicated website available only to Heritage users. This is a first port of call if you need access to an extensive library of Helpsheets and Quicktips and it is updated regularly with the latest information.
Upgrades and patches can be downloaded from here and you can book training courses. You can also view and update any cases you have logged with our support team.
If you want to upgrade to a new version of Heritage and are worried about finding the time in a busy schedule, then our support technicians can do it for you. They can run the installation remotely and check that everything is as it should be, leaving you to get on with running your busy resource centre.
A system MOT could be exactly what you need to ensure you are getting the best performance out of your Heritage library management system. There are two ways we can provide a system optimisation service: