Question(s)/Issue(s):

This document explains the differences in Level I and Level II ebrary Customer Support.

• Level I
• Level II
• ebrary Basics
• ebrary Level I Troubleshooting
• Level II Support request policies
• Troubleshooting documents created/owned by ebrary
• Troubleshooting documents from outside/3rd Parties

Solution(s):

Level 1
"Level I" support is considered the first stop for the customer and entails basic support such as:

1. Login/Password issues
2. Basic Plug-in Installation issues
3. Basic ebrary Reader function questions
4. Basic ebrary site how-to questions
5. Basic searching questions

Level II
"Level II" support is considered advanced technical support for the customer and entails these advanced support topics:

1. ebrary site outages
2. Advanced Plug-in Installation issues
3. Advanced ebrary Reader functions or how-to's not covered in Help
4. Issues with search
5. Issues with Content — not viewing/copying/printing as expected
6. partners.ebrary.com assistance
7. MARC record assistance
8. Site configuration issues or changes

ebrary Basics

• ebrary sites
• ebrary Subscription Collections
• ebrary Perpetual Ordering
• ebrary documents

All ebrary sites have a unique site identifier, also referred to as a channel, which enables users to access the site. ebrary URLs look like this:

http://site.ebrary.com/lib/siteidentifier

Site identifiers must be at least 3 and no longer than 20 alpha-numeric characters; no puncutation, dashes or spaces are allowed.

ebrary has a variety of different subscription collections to choose from. When a library purchases a subscription to ebrary, they are purchasing access to the documents within the collection(s) they subscribe to, as well as the ability to copy and print; and use InfoTools™ features unique to ebrary.

There are a few things to keep in mind with subscription collections.

• Any number of people using the site at a time can view and use the same document.
• The subscription model allows users to view, copy and print pages within the pre-set limitations of Fair Use Copyright Law and the content provider/publisher.
• The cost of copying and printing is paid for with the library's subscription, so users do not have to place funds in accounts to perform these actions.
• Subscription documents are subject to change at any time, as publishers reserve the right to remove their content at any time; so there are no guarantees documents will be available.
• Instructors and professors cannot use subscription documents as assigned reading or for required assignments. They can only use the materials to demonstrate to a classroom of people for teaching purposes. This is because they are only purchasing access to a database of documents, not the individual documents themselves.
• A site can have more than one collection.
• MARC records are updated monthly to reflect changes in subscription collections, available for download to library personnel.

ebrary also offers the option to purchase electronic documents from some publishers on a perpetual model. When a document is purchased in this model, users would read it just as they would with any subscription document, but some publishers restrict the number of users and amount of time a user can access a title.

There are two basic types of restrictions, SUPO and MUPO. SUPO, or Single User Perpetual Order, allows one user at a time to access the document. MUPO, or Multiple User Perpetual Order, allows access to the document to only a few users simultaneously.

If a user's session times out, then the book is made available for the next user waiting to view it.

Since perpetual documents are essentially book purchases, professors and instructors can use them as assigned reading within the limits of Fair Use Copyright law.

All ebrary documents get a unique document ID when it is placed into the system.

You can see the document ID in the document URL string, docid=xxxxxxxx, is the format.

Common Level I Support Questions

To illustrate some of the most common questions that would be encountered in a Level I Support situation are below. They have been arranged in a "situational" manner with the troubleshooting steps that should be taken for each type of problem, and if applicable, when to escalate the issue to Level II support.

Login Issues

Question:
User has lost ebrary account password.

Answer:

1. Instruct user to go to their respective ebrary site, and click the "Sign In" button.
2. Just below where the user would ordinarily type their user name and password, there is a box that says "Forgot your Password?" Instruct the user to input their user name into that box and click "Submit"
3. Shortly thereafter, the user will receive an email with their password.

What if they forget their ebrary account username too?
Escalate to Level II to look up username by email address or first and last name.

What if they have changed email addresses since they created the account?
If they have access to the old account, they can retrieve their password.
If they do not have access to the account any longer, then they will need to create a new ebrary account. Level II can merge the old and new account bookshelves together under the new account name if user desires.

Basic Plug-in Installation issues

Question:
I tried installing it, but all I still can't use the ebrary Reader™.
Answer:

1. For Windows, please refer to these documents:
   • Internet Explorer
   • Firefox
   • If user has met all items on these troubleshooting documents, is using a supported browser, and it still does not work, escalate to Level II.
2. For Macintosh
   • Check to see if the user has a file called "ebrary Reader" in the /Library/Internet Plugins directory on their computer.
   • If it is not there, the install did not succeed; check if user has administrative rights.
     
   • If it is there, try copying the file (not moving, just copy) to the user's desktop. They will need to have browsers quit to do this.
   • If still does not work, escalate to Level II

Question:
User wants to know how much they can copy and print.
Answer:
Each ebrary site has a pre-set copy and print limit instilled by the publishers. Generally this limit is 5 pages per transaction and 40 pages per session. Sometimes the pages per transaction limit can be increased to 20, if the site has not had or has any pending abuse cases. This should be requested by library staff and not end-users. All users must abide by the ebrary Terms of Service and Fair Use Copyright law

Question:
User wants to know if there is a limit to the number of books they can have on their bookshelf.
Answer:
There is no limit, just be sure they are aware that the more books and annotations (notes and highlights) they have on their bookshelf, it will add a second or two on to the loading of the bookshelf.

Question:
User has seen an image that says "Refer to print version" and would like to know how to obtain the image.
Answer:
We cannot provide them with the image because we were not able to obtain permission to use it in the document from its copyright holder. This is why the note is in its place to refer to the regular print version.

Question:
Does the ebrary Reader support exporting citations?
Answer:
Not at this time, but we are working on integrating this feature in a future release of the ebrary Reader.

Basic searching questions

Question:
Customer cannot find a specific title.
Answer:
If the title is not found by a search of the exact title, we may not have it in any collections.

In order to expedite our mutual customer's request, it is extremely helpful to include the following:

1. User's email address
2. Copy and Pasted results from the customer visiting http://site.ebrary.com/validate
3. Full description of the issue
4. Screenshots of the problem, if possible

All ebrary sites have a Help button, but there is another resource that is updated more often and when new issues arise, they are added to it — the ebrary Customer Knowledgebase. http://www.ebrary.com/kb/users/index.jsp

We also currently have a Spanish version of this Knowledgebase here: http://www.ebrary.com/kb/users/es/index_es.jsp

We hope to add more languages in the future.

All documents listed on the main index can be used by technicians and given to customers as links for troubleshooting reference and instructions.

There is another knowledgebase that was created specifically for library staff and other faculty that contains information related to ebrary policies, procedures, and setup. It is intended for faculty only, not end-users.

Websites:

• http://www.google.com
• http://support.microsoft.com
• http://support.apple.com
• http://www.google.com/microsoft
• http://technet.microsoft.com

  Use caution when providing any help from third party websites; it is advisable to use the link instead of copying and pasting instructions.