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 and Status Updates

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.

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”).