Published 15 December 2015 by Kate (Smith) Lagan

OverDRIVE Service Level Agreement

Helpdesk service

Our standard helpdesk service is available 24x7 to any organisation with a valid OverDRIVE subscription. We’ll respond to tickets during our regular business hours but wherever possible, we’ll respond to critical issues outside these hours.

We request that you use reasonable endeavours to resolve issues before escalating them to our helpdesk. Also, please raise any tickets through your nominated administrator or deputy.

Our standard support service does not include telephone support but we may call you in order to expedite the resolution of an issue.

All reported issues are logged on our support portal and tracked through to conclusion.

Please note that we may request that customer staff undertake training in order to reduce the volume of support tickets.

Our helpdesk service does not include resolving issues that are beyond our reasonable control including but not limited to Customer’s Google Apps performance, Customer’s third party software or hardware, or as a result of action or inaction by the Customer or a third party.

Hosting

We host multiple OverDRIVE sites or portals on dedicated servers with one of our datacentre partners in the UK. Our forward plans include hosting with Cloud providers such as Amazon, Google and Microsoft.

Our servers are located in advanced datacentres with very strong physical and network security; the servers are protected by firewalls and other security measures. We have service-level agreements with the hosting providers for high availability (typically 99% or higher) and the prompt resolution of hardware and software issues 24*7.

We regularly monitor the activities of the hosting provider and where problems occur e.g. a server or communications failure, we chase for a rapid resolution.

Temporary suspension of service

Access to OverDRIVE may be suspended temporarily and without notice in the case of system failure, maintenance or repair, failures in the underlying Google Enterprise Services or for reasons beyond our control.

Wherever possible, we’ll notify customers in advance of planned maintenance which may involve a suspension of service.

Backups

We take a daily backup of each OverDRIVE site but not the data or content from Google. If you require a cloud backup service for your Google data and content, we recommend Backupify. Please enquire if you need further information.

Updates

OverDRIVE bug fixes, updates and enhancements are provided without charge through your support service. Wherever possible we’ll provide advance notice of any changes.

Customer responsibilities

In order to provide the best possible service we request that:

  • Issues are reported through a nominated administrator or deputy to your OverDRIVE partner or if you don’t have a partner, direct to us.  
  • Issues are reported in a standard format, using email or a web form wherever possible.
  • Detailed information is provided wherever possible, including screenshots.  
  • The level of urgency is specified.

Our commitment

We shall:

  • Acknowledge a reported issue within 3 working hours and provide a tracking reference number.
  • On request, indicate the likely timescale for resolution.
  • Use all reasonable efforts to resolve urgent issues quickly.
  • Wherever possible resolve urgent issues within 8 working hours.
  • Provide a regular update on progress.

Update Notification

We reserve the right to amend this SLA without advanced notice although wherever possible we’ll tell you about any changes at least 30 days prior to the change.