HERITAGE - LIBRARY MANAGEMENT SOFTWARE

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Heritage technical support

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.

Support Desk

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 List Server

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 to Heritage

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.

Support Guide

When you call our support line with a problem we firstly assign you a Support Guide, who will manage the matter until it is resolved. Even if you are passed to other specialists in the organisation your Support Guide will continue to manage your call and subsequent processes, so that you will never feel neglected. Your contact with our support team is entered onto our call logging system so that safeguards are in place to ensure a speedy and thorough resolution to your problem. These measures ensure a high quality and continuity of service and a familiar voice when you need it most. Your 'Guide' is responsible for providing you with regular updates regarding Heritage upgrades and services.

Support Website

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.

Remote Upgrades

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.

System MOT - let us optimise your Heritage system

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:

• On-site MOT - one of our Senior Support Engineers would visit your library and run a full system health check on your current version of Heritage in order to fine tune your system before installing the latest available upgrade.  We are happy to work independently or in conjunction with IT staff to get the job done.
• Remote MOT - available at a special price of £245 plus VAT, we can use TeamViewer to work on your system with you so that you can see all operations and discuss each stage as it happens. We would agree beforehand which tasks to prioritise and then achieve as much as possible in a three-hour session. Additional time can be agreed as required at a standard half-hourly rate.