Notification of scheduled or routine maintenance. A minimum of five (05) working days’ notice in writing is to be for periods of scheduled maintenance. Exceptionally, downtime may be scheduled giving less than 05 working days’ notice if machine security is at risk. (Regular periods of scheduled maintenance can also be identified at time of licensing). Essential Within 05 working days and / or at time of licensing A point of contact for response to an Incident is provided. Provides a named contact and chain of command for response to Incidents, including details of relevant contacts, including helpdesk and technical personnel. Essential 100% compliance Notification of an Incident is provided to the Purchasing Authority. Within two (02) hours of Incident occurring. Essential Within 02 working hours Can fix and restore Service as a result of an Incident to an agreed timeframe. Within two (02) working days of Incident occurring. Essential Within 02 working days Provides a report of any Incident occurrence to an agreed timeframe. Report to be supplied no more than seven (07) working days after Incident resolution. Essential 100% compliance Standard: Licensed Materials are delivered and made available to agreed format and timescales.
Standard: Content linking enabled via a Citation Link Resolver and Knowledge Base service for relevant Content Resources. Service Level Agreement / Requirement Requirement Target Essential / Desirable Target Key Performance Indicator (KPI) Compliance with nationally contracted Citation Link Resolver and Knowledge Base service. Adherence to associated Technical Requirements for Standard: “Content linking enabled via a Citation Link Resolver and Knowledge Base service for relevant Content Resources”. Essential 100% compliance Demonstrates linking to content is provided at article level Adherence to associated Technical Requirements for Standard: “Content linking enabled via a Citation Link Resolver and Knowledge Base service for relevant Content Resources”. Essential 100% compliance Demonstrates that policies and procedures are in to notify the nationally commissioned Citation Link Resolver and Knowledge Base service of changes. Supports the national Citation Link Resolver and Knowledge Base service through a main point of contact on all service and support needs. Essential Provides at least 08 (eight) weeks’ notice (in advance of the changes becoming active) of changes to Provider’s platform linking schemes, such as changes to title or article level links. Essential At least 08 weeks notice
Delivers content through mobile and digital devices. Provides ability to download to mobile and digital devices and provides service apps for such mobile devices; OR Offers a separate web interface optimised for all mobile devices OR Offers a fully responsive interface that will make it unnecessary to use alternative websites or apps. Essential n/a Enables content to be discoverable through a variety of search options. Discoverable through search options such as native interface, NICE Evidence Search Healthcare Databases Advanced Search (HDAS), local portals, intranets, library management systems and Resource Discovery Systems. Essential n/a Provides downloadable MARC records. Guidance Note: applies to eBooks only] Functionality to download MaRC records with embedded Order data, including frequency of publication and estimated date of publication. Essential n/a Associated Technical Requirements for compliance with 10.2.6 “the Framework standard technical requirements for electronic Content Resources”. Technical Requirements Measure Essential / Desirable
Provides notification of any significant change which may result in an adverse effect on Authorised Users access to or use of the Licensed Materials. Within 30 working days to changes going live. 100% compliance to agreed timescales. Provides notification of the withdrawal of the Licensed Materials. At least 60 working days’ notice prior to the withdrawal date of title(s). (Notice should be provided within 14 days after removal for content for which the Provider no longer retains the right to provide or which it has reasonable grounds to believe infringes copyright or is defamatory, obscene, unlawful or otherwise objectionable). Essential 100% compliance to agreed timescales. Provides a clear schedule to set out the update frequency for content sources within aggregated databases. Guidance Note: applies to aggregated databases only Provides or facilitates the download of a title list which includes as a minimum: Titles (Name, Issues, Volumes, ISSN / eISSN) available for A&I and full text. Frequency of update p.a. Essential 100% compliance Provides notification of new content additions to agreed timescales. Monthly. Desirable 100% compliance to agreed timescales. Standard: Complies with the Framework user support requirements