National Institute for Health

NATIONAL INSTITUTE FOR HEALTH AND CARE EXCELLENCE

EBSCO International, Inc. (EBSCO) Provider Licence For the NICE Electronic and Print Content Framework Agreement LOT 2

FOR THE PROVISION OF Databases and EBSCO eBooks Contents

NICE Electronic and Print Content Framework Providers Licence 2 1. Introduction

This Provider Licence must be used when placing an Order for the supply of databases and EBSCO eBooks under Lot 2 of the NICE Electronic and Print Content Framework Agreement.

The Provider Licence is specific to EBSCO’s supply of databases and e-books under Lot 2. It must be used in conjunction with the “Order Terms & Conditions” and any Annexes to form the whole Agreement.

All terms in this Provider Licence must not be altered and are non-negotiable. Where additional terms are agreed these should be set out in Annex SEVEN: “Additional Terms” of the “Order Terms & Conditions”. These additional terms must not conflict with, or materially change, the terms in:

1.1.1. the “Terms and Conditions of Contract for NICE Electronic and Print Content” and any Annexes”; AND

1.1.2. the “Order Terms & Conditions” and any Annexes, AND

1.1.3. this Provider Licence.

2. Defined Terms

In this Agreement the words and expressions below will be interpreted to have the meanings adjacent to them: The following definitions should be read in conjunction with those set out in the “Order Terms & Conditions”:

"The Service" The Service (EBSCOhost and services powered by EBSCOhost) is defined as the application that provides research services to the customer’s end users/patrons. Administrative and ancillary applications, such as EBSCOadmin, are not considered a core part of the service and are therefore not subject to this Service Level Agreement.

NICE Electronic and Print Content Framework Providers Licence 3 "Downtime" Downtime is any period of time greater than 10 minutes in duration, in which end users cannot use the service for its intended purposes, including searching, viewing results, following links to resources, and viewing full text. Downtime may manifest itself as the inability to complete actions due to application errors, or may result from slow performance. EBSCO will be the sole party responsible for measuring and reporting Downtime.

"Availability" Availability is the numeric inverse of downtime. For any given period of time that users can use the service for its intended purposes, the application is Available. Downtime plus Availability shall equal 100% of the time in a given year. EBSCO will be the sole party responsible for measuring and reporting Availability.

"Performance" Performance is defined as the amount of time for pages to be delivered to the end user’s browser from the instant their request was submitted. This is referred to as End-To-End Performance. The Service will consist of several pages that will contribute to the site’s overall Performance. EBSCO will be the sole party responsible for measuring and reporting site Performance.

NICE Electronic and Print Content Framework Providers Licence 4 3. Contact Details

Name: Claire Honeybourne Job Title: Medical Field Sales Manager: UK, Ireland and Nordic Countries Address: 4th Floor Kingmaker House, Station Road, New Barnet, EN5 1NZ Telephone: 0208 447 4200 Facsimile: 0208 440 2205 Email: [email protected]

4. Service Usage

Authorised Users may, in accordance with the terms of this Licence:

4.1.1. search, view, retrieve and display the Licensed Materials;

4.1.2. electronically save individual (where relevant for content type) articles, pages or chapters, short passages, figures and/or tables from or items of the Licensed Materials for personal use for as long as required;

4.1.3. electronically export to reference management software individual Bibliographic Data and / or Abstracts of the Licensed Materials for personal use only;

4.1.4. print off an individual copy, or parts of (where relevant for content type) single articles, topics, pages or chapters from the Licensed Materials;

4.1.5. distribute parts of the Licensed Materials in print or electronic form to other Authorised Users. For the avoidance of doubt, this shall include the distribution of a copy for teaching purposes to each individual Authorised User at the Authorised User’s institution;

4.1.6. copy, paste and publish the Bibliographic Data and Abstracts of the Licensed Material(s) for non-authenticated access for Authorised Users. Each item copied and published shall carry appropriate acknowledgement of the source, listing title and copyright owner;

NICE Electronic and Print Content Framework Providers Licence 5 4.1.7. Subject to any restrictions provided by the publisher(s) and specified in the Licensed Materials, the Purchasing Authority or Authorised Users may, subject to any Prohibited Uses set out in this Licence fulfil occasional requests from non-commercial libraries to supply to an Authorised User of another library within the same country as the Purchasing Authority a copy of an individual document being part of the Licensed Materials for inter library loans (“ILL”). Such supply by the requesting non- commercial library must be for the purposes of research or private study and not for Commercial Use. For the avoidance of doubt, requests for ILL is deemed to be where the loan is not carried out in a manner or magnitude that would replace the recipients’ own subscription to the Licensed Materials.

4.2. Additional terms of use for EBSCO databases and e-books:

4.2.1. Licence:

NICE Electronic and Print Content Framework Providers Licence 6 4.2.1.1 Subject to 4.1 the Purchasing Authority and Authorised Users agree to abide by the Copyright Designs and Patents Act 1988 as well as by any contractual restrictions, copyright restrictions, or other restrictions provided by publishers and specified in the Databases or Services. Pursuant to these terms and conditions, the Purchasing Authority and Authorised Users may download or print limited copies of citations, abstracts, full text or portions thereof, provided the information is used solely in accordance with copyright law. Purchasing Authority and Authorised Users may not publish the information. Purchasing Authority and Authorised Users shall not use the Database or Services as a component of or the basis of any other publication prepared for sale and will neither duplicate nor alter the Databases or Services or any of the content therein in any manner, nor use same for sale or distribution. Purchasing Authority and Authorised Users may create printouts of materials retrieved through the Databases or Services via online printing, offline printing, facsimile or electronic mail. All reproduction and distribution of such printouts, and all downloading and electronic storage of materials retrieved through the Databases or Services shall be for internal or personal use. Downloading all or parts of the Databases or Services in a systematic or regular manner so as to create a collection of materials comprising all or part of the Databases or Services is strictly prohibited whether or not such collection is in electronic or print form. Notwithstanding the above restrictions, this paragraph shall not restrict the use of the materials under the doctrine of “fair use” as defined under the laws of the United States. Publishers may impose their own conditions of use applicable only to their content. Such conditions of use shall be displayed on the computer screen displays associated with such content. The Purchasing Authority shall take all reasonable precautions to limit the usage of the Databases or Services to those specifically authorised by this Agreement.

4.2.1.2 Authorised Sites may be added or deleted from this Agreement as mutually agreed upon by EBSCO and Purchasing Authority.

NICE Electronic and Print Content Framework Providers Licence 7 4.2.1.3 The computer software utilized via EBSCO's Databases and Service(s) is protected by copyright law and international treaties. Unauthorised reproduction or distribution of this software, or any portion of it, is not allowed. User shall not reverse engineer, decompile, disassemble, modify, translate, make any attempt to discover the source code of the software, or create derivative works from the software.

4.2.1.4 The Databases are not intended to replace Purchasing Authority’s existing subscriptions to content available in the Databases.

4.2.1.5 Purchasing Authority agrees not to include any advertising in the Databases or Services.

The Purchasing Authority shall:

4.2.2. use reasonable endeavours to notify Authorised Users of the terms and conditions of this Licence and take steps to protect the Service and / or Licensed Materials from unauthorised use or other breach of this Licence;

4.2.3. use reasonable endeavours to monitor compliance with this Licence and immediately upon becoming aware of any unauthorised use or other breach, inform the Provider. The Provider shall grant the Purchasing Authority 30 days to rectify such unauthorised use or other breach. The Purchasing Authority shall take all reasonable and appropriate steps to locate and attempt to stop individuals who are abusing the Service and thereafter take action, both to ensure that such activity ceases and to prevent any recurrence. If the breach is not rectified, the Provider shall have rights to terminate the Agreement.

4.2.4. Nothing in this Licence shall make the Purchasing Authority liable for breach of the terms of the Licence by any Authorised User provided that the Purchasing Authority did not cause, knowingly assist or condone the continuation of such breach after becoming aware of an actual breach having occurred.

4.2.5. Notices Of Claimed Copyright Infringement

NICE Electronic and Print Content Framework Providers Licence 8 EBSCO has appointed an agent to receive notifications of claims of copyright infringement regarding materials available or accessible on, through, or in connection with our services. Any person authorised to act for a copyright owner may notify us of such claims by contacting the following agent: Kim Stam, EBSCO Publishing, 10 Estes Street, Ipswich, MA 01938; phone: 978-356- 6500; fax: 978-356-5191; email: [email protected]. In contacting this agent, the contacting person must provide all relevant information, including the elements of notification set forth in 17 U.S.C. 512.

4.2.6. General

4.2.6.1. If the Purchasing Authority and/or Sites use purchase orders in conjunction with this Agreement, then the Purchasing Authority and/or Sites agree that the following statement is hereby automatically made part of such purchase orders: "The terms and conditions set forth in the NICE Print & Electronic Content Framework Agreement and this EBSCO License are made part of this purchase order and are in lieu of all terms and conditions, express or implied, in this purchase order, including any renewals hereof."

4.2.6.2. This Agreement represents the entire agreement and understanding of the parties with respect to the subject matter hereof and supersedes any and all prior agreements and understandings, written and/or oral. There are no representations, warranties, promises, covenants or undertakings, except as described here.

4.2.6.3. EBSCO grants to the Purchasing Authority a non- transferable right to utilize any IP addresses provided by EBSCO to Purchasing Authority to be used with the Services. EBSCO does not transfer any ownership of the IP addresses it provides to Purchasing Authority. In the event of termination of the Purchasing Authority’s license to the Services, the Purchasing Authority’s right to utilize such IP addresses will cease.

5. Service Availability

The Provider will:

5.1.1. Provide notification of an Incident. Details are:

In the event of a developed issue pertaining to Performance, a message will be posted on the System Alerts page on the EBSCO Support Site and customers will be notified by email. NICE Electronic and Print Content Framework Providers Licence 9 Additionally, EBSCO offers the following point of contact for responses to incidents:

International Toll-Free Telephone: (International Access Code)-800-3272- 6000 Email: [email protected] Online: http://support.ebsco.com/contact/

5.1.2. Upload new issues or editions to the Server(s) within 06 working days of receipt of content from the publisher; [E-books Only]

5.1.3. Provide access to new issues or editions no later than the day of upload to Server. [E-books Only]

EBSCO agrees to provide access to new e-book editions no later than the day of upload to our servers.

5.1.4. Ensure that the Provider's Service is available via the Provider’s or third Party’s Service interface (the “native interface”, 24 hours per day 7 days per week 365 days per year; 99.8% compliance excluding problems beyond the Provider’s control and with the exception of scheduled or routine maintenance.

EBSCO’s end-user services, including EBSCOhost databases, have been built on an infrastructure designed to be available 24 hours a day, 365 days a year. EBSCO’s commitment is to ensure that the service is available 99.8% of the time per year, excluding any planned maintenance. This equates to no more than 8.74 hours per year of unplanned Downtime.

5.2. The Provider will:

5.2.1. Measure availability / non-availability of the Service at an agreed frequency; measured on a monthly basis.

5.2.2. Measure availability / non-availability of the Service of their Service Availability calculation; 100% compliance to the Service Availability Calculation as set out below:

EBSCO’s service availability calculation for EBSCOhost and EBSCO eBooks is as follows:

Service Availability %= (Agreed to Service Time - Downtime) / Agreed to Service Time x 100

NICE Electronic and Print Content Framework Providers Licence 10 Furthermore, EBSCO has automated monitoring tools that measure the health of all incoming requests to our relevant underlying application servers. Availability of a given application / service is calculated based on calculating the total number of hours available in a given month, reducing any direction of downtime, and then finally computing the percentage. Team Site Reliability Engineering also accounts for partial outages and carefully includes them in the final calculation. In case of high Error rates, EBSCO distinguishes between customer facing errors and others, and account for the former number. Scenarios pertaining to significant performance degradation are also captured in the monthly SLA report, to provide a more transparent view of the actual end user experience.

5.2.3. Provide notifications for scheduled maintenance to agreed timescales; at least 05 working days’ notice and / or at time of licensing.

EBSCO uses telephone, email and the web (EBSCO Support Site) to announce and communicate important technical updates and general release information to customers.

Upgrades and enhancements to all EBSCO products are ongoing, and EBSCO schedules major upgrades to occur at the least disruptive times for customers. Most upgrades and enhancement releases process without any interruption of service.

Notification of releases that require no changes on the customer's end are provided a minimum of ten calendar days prior to the release via email and posted on the Support Site. If a release or service change requires action by the customer (e.g., updating proxy or firewall settings), EBSCO provides detailed information a minimum of 60 calendar days in advance of the release and follows up with additional reminder notifications shortly before the release.

EBSCO’s end-user services are built on an infrastructure designed to be available 24 hours a day, 365 days a year. In the unlikely event that EBSCO does require emergency maintenance, EBSCO will make all reasonable efforts to provide at least 48 hours of advanced notice to customers via email as well as an alert on the Support Site.

5.2.4. Provide notification of an Incident; within 02 hours of Incident occurring.

In the event of a developed issue pertaining to performance, a message will be posted on the System Alerts page on the EBSCO Support Site and customers will be notified by email.

NICE Electronic and Print Content Framework Providers Licence 11 5.2.5. Fix and restore Service as a result of an Incident to an agreed timeframe; within 02 working days of Incident occurring.

In the event of a developed issue pertaining to a full or partial outage of the service, EBSCO will work to restore service as quickly as possible.

5.2.6. Provide a report of any Incident occurrence to an agreed timeframe; report to be supplied no more than 07 working days after Incident resolution.

5.2.7. Ensure full-text content is uploaded to the Server to agreed timescales; full-text content to be uploaded within 06 working days of receipt of content from publishers. [Full-Text Databases Only]

5.2.8. Maintain full-text content size of database(s); full-text component of database(s) not reduced by more than 10% annually. [Full-text Databases Only]

EBSCO’s full-text databases have consistently been the most stable in terms of retaining full-text content, while also experiencing the greatest overall influx of content. Much of EBSCO’s stability and content growth is due to strong working relationships with publishers that view EBSCO as a natural partner.

EBSCO constantly adds full text to its databases on a regular basis as full- text contracts are signed, and customers are not charged any additional fees for the additional full-text content, whether it is in HTML full text or PDF images. In the rare instances where loss of rights to include full text affects EBSCO’s databases, EBSCO has historically replaced said content in affected databases with content of equal or higher value.

Any changes in content in an EBSCO database are communicated to customers on a monthly basis through our title update reports as available on our secured portion of our home page. As these reports will indicate, the level of new content added to EBSCO databases consistently far outweighs any content stoppage or outright removal.

5.2.9. Provide a benchmark with which to measure full-text content removal; baseline measurement based on number of full-text journal titles at licensing. Reviewed on an annual basis. [Full-text Databases Only]

6. Service Access

The Provider will:

NICE Electronic and Print Content Framework Providers Licence 12 6.1.1. Enable access for Authorised Users to the Service and Licensed Materials via the national Access and Identity Management System (AIMS). Currently the national AIMS system is EduServ OpenAthens with which EBSCO is fully compliant;

6.1.2. Make the Licensed Materials compliant with OpenURL Link Resolver standards;

6.1.3. Provide title information to Link Resolver and A-Z list vendors to include as a minimum: Volume, issue, start page, journal linking key.

6.1.4. Support Security Assertion Mark-up Language (SAML). EBSCO is registered as a live entity in the OpenAthens Federation.

6.1.5. Have in place a regular procedure for the refresh of Authorised Users records for the Eduserv OpenAthens service; monthly refresh.

Please note that this is dependent on the type of setup. With MD setup, the site controls update of user records and can refresh this information as much as they want. With LA/LDAP/API, EBSCO has an active feed that updates users based on the site's directory/configuration, however this would be managed by site's IT department.

6.1.6. Have policies and procedures in place to work closely with Eduserv to implement OpenAthens changes:

6.1.6.1. adheres to action notifications / action requirements sent out by Eduserv for the OpenAthens service. Eduserv is in contact with EBSCO's team regarding any service updates, as needed. EBSCO will communicate with the customer if any action is required on their end;

6.1.6.2. supports Eduserv delivery and access via OpenAthens authentication. An EBSCO Discovery Solutions Coordinator is assigned to OpenAthens customers for the duration of implementation. This individual is the point of contact for all support needs during implementation. Post-implementation, support needs are handled by EBSCO's Technical Support team.

6.1.6.3. registers the main point of contact for the customer in the OpenAthens setup interface.

6.1.7. Support dispersed users working on an NHS network and outside of it. If used on NHS premises access available via a portal that doesn’t require entry of an OpenAthens password e.g. IP (internet protocol) authentication.

NICE Electronic and Print Content Framework Providers Licence 13 EBSCO offers a variety of methods for authenticating users, as outlined below:

 IP Address  Patterned IDs  Patron ID Files  Referring URL  User ID and Password  Cookie Authentication  OpenAthens Authentication  Shibboleth Authentication  HTTPS Authentication  Personal User Authentication

Sites may select the best method to meet their user-authentication needs, and sites can use EBSCOadmin to set up their method of authentication. All of these methods can be employed simultaneously to ensure a well-rounded approach to user authentication.

6.1.8. Ensure full or partial compliance with KBART standard. Where partially-compliant the Provider can demonstrate acceptable solution in place with nationally commissioned Link Resolver supplier.

EBSCOhost databases are OpenURL 0.1 and 1.0 SAP1 (San Antonio Profile 1) compliant, and fully enabled for linking to other web-based resources and linking servers.

6.1.9. Provide data changes to agreed frequency for Link Resolver KnowledgeBase(s). Changes to data provided as frequently as the data changes.

For databases and e-books, EBSCO's title lists are updated bi-monthly to reflect any data changes.

6.1.10. Provide WAYFLESS access at article-level; Provides WAYfless URL for journals and books to title of URL. [E-books Only]

EBSCO can provide a WAYfless URL for access to EBSCO eBooks.

6.1.11. Have policies and procedures in place to notify customers and Link Resolver services of upcoming changes to our platform linking schemes.

NICE Electronic and Print Content Framework Providers Licence 14 6.1.12. If a release or service change requires action by the customer (e.g., updating proxy or firewall settings), EBSCO provides detailed information a minimum of 60 calendar days in advance of the release and follows up with additional reminder notifications shortly before the release.

6.1.13. Ensure permanent access for content purchased in perpetuity. Provides a method of perpetual access. [E-books Only]

Purchased EBSCO eBooks are accessible in perpetuity via EBSCOhost regardless of whether a site continues to order additional content from EBSCO.

Also, in the extremely unlikely event that EBSCO ceases to exist, all EBSCO eBooks are maintained in a third-party dark archive from which they could be made accessible.

7. Technical

The Provider will ensure full compliance with the following technical standards:

7.1.1. Service and content is available and accessible on either Port 80 (for world wide web) or Port 443 (https);

7.1.2. Service works with full functionality on IE 9 and above and is fully supported;

7.1.3. Service works with partial functionality on IE 6, 7, 8.

7.2. The Provider will ensure compliance and/or work towards compliance with the following technical and accessibility standards:

7.2.1. https://www.gov.uk/service-manual/user-centred- design/accessibility

7.2.2. https://www.w3.org/standards/webdesign/

7.2.3. http://www.iso.org/iso/catalogue_detail.htm?csnumber=52075

7.3. The Provider will:

NICE Electronic and Print Content Framework Providers Licence 15 7.3.1. For databases and e-books, features a mobile interface optimised for all screen sizes. No initial administrative profile set up or software download is required. When EBSCO detects a mobile device, the user is automatically directed to the mobile site (with the exception of iPad devices, which will load the full site). The mobile website is fully optimised for the latest versions of iOS and Android mobile operating systems. It has been fully QA tested for the latest versions of Internet Explorer, Firefox and Chrome computer browsers. EBSCO’s mobile interface features a responsive design to accommodate all devices and screen sizes, and offers all the key features of EBSCO interfaces.

Additionally, EBSCO offers a proprietary e-book mobile app which supports the complete EBSCO eBooks experience, allowing users to discover e-books, download them to their devices and begin reading immediately, all within the app.

7.3.2. Enable 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.

7.3.3. Provide downloadable MARC records. Functionality to download MaRC records with embedded Order data, including frequency of publication and estimated date of publication. [E-books Only]

Customers who order EBSCO eBooks are entitled to free, customizable MARC records using OCLC’s Collection Manager. OCLC’s Collection Manager is a self-service tool that automatically delivers WorldCat MARC records for your materials. Libraries can set their delivery, customization, and notification preferences, and can output new, update, and delete records so your collections, access URLs and title metadata stay up-to-date. To learn more about OCLC’s Collection Manager, visit https://www.oclc.org/support/services/collection-manager.en.html.

8. User Support

The Provider will:

8.1.1. Provide a point of contact for helpdesk and support services. Details are:

NICE Electronic and Print Content Framework Providers Licence 16 EBSCO offers Technical Support free of charge to customers. EBSCO’s Technical Support representatives are trained to fully resolve any questions or issues related to EBSCO products. EBSCO offers this support Monday through Friday 24 hours a day and Saturday and Sunday from 9:00 a.m. to 5:00 p.m., Eastern Time (GMT- 4:00) via the following methods:

International Toll-Free Telephone: (International Access Code)-800-3272- 6000 Email: [email protected] Online: http://support.ebsco.com/contact/

8.1.2. Respond to Complaints within one working day of receipt and provide confirmation of action to be taken within two working days.

8.1.3. Respond to General Enquiries within two working days of receipt.

8.1.4. Resolves and close 95% of all General Enquiries within 18 working days. Most general enquiries will be resolved and closed within 18 working days, and we can provide data of follow up for open items. Exact resolution dates may not be available due to the varied and unique types of complex issues that may arise.

8.1.5. Offer training and education programmes to support usage.

EBSCO’s Customer Success team is accountable for worldwide customer training on all EBSCO products. The team's goal is to deliver value-added training and direction to help ensure the success of EBSCO customers. Appropriate for administrators, end users, or trainers, our broad range of complimentary training options includes: context-specific tutorials, guides and outlines on a variety of topics, live online courses, on-demand recordings, as well as customised and on-site trainings.

9. Service Notifications

The Provider will:

9.1.1. Provide notification of any anticipated material or substantial native interface changes (e.g. major redesign); within 30 working days prior to changes going live.

NICE Electronic and Print Content Framework Providers Licence 17 Notification of releases that require no changes on the customer's end are provided a minimum of ten calendar days prior to the release via email and posted on the Support Site. If a release or service change requires action by the customer (e.g., updating proxy or firewall settings), EBSCO provides detailed information a minimum of 60 calendar days in advance of the release and follows up with additional reminder notifications shortly before the release.

9.1.2. Provide notification of any significant change to users’ navigation of the native interface; within 30 working days prior to changes going live.

9.1.3. Provide 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 prior to changes going live.

EBSCO provides adequate notification to customers in advance of upcoming significant changes which may have an adverse effect of authorised users' access to or the use of the licenced materials. If a release or service change requires action by the customer (e.g., updating proxy or firewall settings), EBSCO provides detailed information a minimum of 60 calendar days in advance of the release and follows up with additional reminder notifications shortly before the release.

9.1.4. Provide notification of the withdrawal of Goods / Licensed Materials. At least 60 working days’ notice prior to the withdrawal date of title(s). Notice to 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.

For full-text databases, EBSCO offers a password-protected web page providing monthly database update reports (title change reports) for proprietary databases. These reports provide full-text title changes including publication coverage changes, title additions or removals as well as embargo changes by product.

NICE Electronic and Print Content Framework Providers Licence 18 Additionally, these reports include 30-day advance notice of titles where full text coverage will be removed from a product. EBSCO also provides an alert service for these reports where interested customers may sign up to receive notification each time the reports are updated.

9.1.5. Provide a clear schedule to set out the update frequency for content sources within aggregated databases. [Databases Only]

EBSCO's title lists provide the following information:

 ISSN  Publication name  A&I coverage dates  Full-coverage dates  Full Text Delay (when applicable)

Title lists (posted on http://www.ebscohost.com/title-lists) are updated on a bi-monthly basis.

9.1.6. Provide notification of new content additions to agreed timescales; monthly. In either printed or tagged electronic form, sorted by subject. In the case of full text databases this would include addition of new full text journal titles to the databases.

For databases, EBSCO offers a password-protected web page providing monthly database update reports (title change reports) for proprietary databases. These reports provide full-text title changes including publication coverage changes, title additions or removals as well as embargo changes by product. Additionally, these reports include 30-day advance notice of titles where full text coverage will be removed from a product.

EBSCO also provides an alert service for these reports where interested customers may sign up to receive notification each time the reports are updated.

10. Service Reporting

The Provider will:

10.1.1. Attend contract and service review meetings at an agreed frequency; at least annually.

10.1.2. Provide regular contract management/service reports on a mutually agreed upon timescale.

EBSCO will ensure individual purchasing authorities have access to the details of:

NICE Electronic and Print Content Framework Providers Licence 19  General Enquiries and Complaints received and Resolution.  Incidents, their Resolution and response times  Service Availability statistics and details.  Content within the Licensed Materials uploaded over the last reporting period.  Changes to, or removal of, any content within the Licensed Materials.  Material changes to publication schedules

10.1.3. Provide or facilitate the collection of monthly usage and statistical data; Statistics are COUNTER 4 compliant. Statistics are available by 21st of the month.

Through EBSCOadmin, the EBSCOhost and EBSCO eBooks administrative module, library administrators can generate usage statistics and reports. These reports include: Session Usage, Database Usage, Title Usage, IP Address Usage, and Interface Usage. Additional usage reports include: Session by Hour, Link Activity Reports, COUNTER Reports, Top Search Terms Reports, and Personalization Activity Reports.

Using EBSCOadmin, the library administrator can generate reports online, 24 hours a day. Statistical report formats include HTML, Comma- Delimited, and Tab-Delimited. Additionally, EBSCOadmin allows library administrators to view and/or edit pre-scheduled reports. These can be sent automatically by email and/or through the save reports functionality.

COUNTER Release 4-compliant usage statistics are available via EBSCOadmin. Statistics are available by the 21st of the month.

Provide the number of Open Access journals published in the Licensed Materials as part of its annual reporting. [Databases Only].

11. Measurement & Related Payment

NICE Electronic and Print Content Framework Providers Licence 20 The Provider reserves the right at any time to withdraw the whole, a part or parts of the Licensed Materials for which it no longer retains the right to publish or provide, or which it has reasonable grounds to believe infringes Copyright or is defamatory, obscene, unlawful or otherwise objectionable. In the event of the withdrawal of the whole of the Licensed Materials under this clause 11.1, the Provider will refund that part of the Fee paid for the remaining un-expired portion of the Term (proportional to the amount of the Licensed Materials / Goods unavailable)

EBSCO will provide a refund in the event that the whole, parts, or an item of the Licensed Materials is removed or withdrawn for any reason.

The Provider will:

11.1.1. Provide a service credit in the event of any unscheduled downtime or total loss of Service occurring. Provides a percentage reduction against the Fee paid. Credit percentage agreed as follows against quarterly / annual fee.

Service Availability Credit Percentage: 99.8 to 100% - 0% 99.0% to 99.79% - 3% 98.0% to 98.99% - 5% 97% to 97.99% - 7% 97.8% or below - 10%

[It is advisable that the Bidder clarifies with the Purchasing Authority at the point of purchase how the credits should be issued.]

EBSCO will provide a service credit in the event of any unscheduled downtime or total loss of service occurring. A percentage reduction against the fee paid will be provided.

11.1.2. Provide a service credit in the event that the full specified functionality of the Service is not available. Provides a percentage reduction against the Fee paid. Credit percentage agreed as follows against quarterly / annual fee.

Service Availability Credit Percentage: 99.8 to 100% - 0% 99.0% to 99.79% - 3% 98.0% to 98.99% - 5% 97% to 97.99% - 7% 97.8% or below - 10%

[It is advisable that the Bidder clarifies with the Purchasing Authority at the point of purchase how the credits should be issued.]

NICE Electronic and Print Content Framework Providers Licence 21 EBSCO will provide a service credit in the event that the full specified functionality of the service is not available. A percentage reduction against the fee paid will be provided.

11.1.3. Provide a service credit in the event that the total size of full text content within a database(s) is reduced by more than 10%. Provides a percentage reduction against the Fee paid. Credit percentage agreed as follows against quarterly / annual fee.

Full Text Content Availability Credit Percentage: 90.0 to 100% - 0% 80.0% to 89.9% - 3% 70.0% to 79.9% - 5% 60% to 69.9% - 7% 59.9% or below - 10%

EBSCO will provide a service credit in the event that the total size of full text content within a database(s) is reduced by more than 10%. A percentage reduction against the fee paid will be provided. [Full- Text Databases Only]

11.1.4. Provide a refund in the event that the whole of the Goods or Licensed Materials is removed or withdrawn for any reason. Refunds that part of Fee paid for the remaining un-expired portion of the Subscription Term (proportional to the amount of the Licensed Materials / Goods unavailable.

EBSCO will provide a refund in the event that the whole of the Goods or Licenced Materials is removed or withdrawn for any reason.

NICE Electronic and Print Content Framework Providers Licence 22