Digital Commons Help CenterHow Can We Help?
Digital Commons Data Service Level Agreement (SLA)Digital Commons Data Service Level Agreement (SLA)
Support
You will have access to a designated consultant you can contact to request changes, set up training, ask questions, or report system issues. You can contact your consultant by phone and email.
You can reach your consultant at dcd-support@elsevier.com.
Your consultant is available for eight (8) hours on business days; exact time of consulting availability varies by consultant and time zone. If a consultant is unavailable during that time, their incoming emails and calls are directed to teammates.
Phone hours: Monday-Friday (except holidays), 8am-5pm Pacific Time
Phone number for North America: (510) 665-1200, ext. 2 and ask to be transferred to Digital Commons Data support.
Your consultant offers unlimited support and unlimited training sessions for the lifetime of the contract.
Response Times
Your consultant will strive to respond to email inquiries and voice messages within 24-48 hours (on business days). If this standard response time cannot be met due to consultant availability, alternate contacts will be provided via out of office messages. Your consultant will resolve requests and issues as soon as possible given current functionality and customization options, working with our technical team as necessary. Once an issue or request is resolved, the consultant or a teammate will reply to confirm outcomes and any feature requests that have been filed on behalf of the customer.
Issues that are logged are classified based on impact:
# |
Impact Classification |
Business Impact |
1 |
Extensive |
Service is down, or an essential component of the service is down or seriously impaired. Normal work is not possible. Access to services or applications is impacted at multiple locations, or all users are impacted for a specific service. Critical business impact. No workaround available. |
2 |
Significant |
Service has major functionality issues with no known workaround. Normal work is restricted or delayed. Users’ access to services is impacted at one location, or some but not all users are impacted for a specific service. Critical business impact. A workaround is available. |
3 |
Moderate |
Service has functionality issues, but a workaround is available. Normal work is impacted but at reduced levels. Generally impacting a small user population. Or a minor hindrance for a larger population. Non-critical business impact. No workaround available. |
4 |
Minor |
Single-user business impact, general break/fix issue with no or little business impact. Non-critical business impact. A workaround is available. |
Table 1: Categories assigned to issues depending on the business impact.
In extreme cases (P1/P2), our help desk handles escalation by email or telephone from key individuals (e.g. client nominated representatives). We aspire to manage incidents within the following timelines:
BAU Service windows | ||||
Priority |
Acknowledged |
Update |
Restoration Target |
Service compliance target |
P1 |
4 hours |
Within 1 hour then every hour until restored. |
4 hours |
90% in 4 hours 99% in 8 hours |
P2 |
8 hours |
Within 4 hours then every hour until restored. |
8 hours |
90% in 6 hours 99% in 24 hours |
P3 |
24 hours |
On significant change |
5 business days |
90% in 5 days 99% in 10 days |
P4 |
24 hours |
On significant change |
30 business days |
90% in 30 days 99% in 45 days |
Table 2: Target times for acknowledging issues, providing updates, and restoring functionality, based on priority.
The acknowledged time is measured during help desk hours only (US/UK time zones) and the restoration target only applies where triage confirms the incident categories.
Status Updates
We will provide status updates on our Current Status page in case of planned and notable maintenance or service interruptions otherwise (once identified and during North America business hours).
Digital Commons Cloud Hosting
Digital Commons is a fully hosted solution (“Solution”) with a dedicated IT team who perform system upgrades and monitor for security threats and system issues 24/7. A professional is always on call to respond to any issues that are detected.
Digital Commons Data has a standard maximum dataset size of 100 GB. If additional file storage per dataset is desired, please contact your consultant.
We will use reasonable efforts to provide your Solution with a quality of service consistent with industry standards, including to provide continuous access to the Solution with an average of more than 99% up-time per year (“Availability”).