When it comes to supporting our clients with their library technology,
UKS have committed to provide nothing less than world-class service.
Many of our Customer Services representatives have degrees in Library and Information Science
and have been librarians themselves. All Client Care staff receive extensive initial
as well as ongoing training to equip them in helping UKS clients keep their
operations flowing smoothly and consistently, important questions answered, and
day-to-day software and hardware operations functioning optimally.
Each client is paired with a designated team that includes Client Care representatives
plus a systems specialist to help you use your SirsiDynix system to its
fullest potential. As Client Care teams fulfill this role, they develop a relationship
with their clients and come to understand their special needs and requirements.
That’s why when a client contacts Client Care, they are automatically routed to
one of their team members. Although technical specialists outside the team may
be called on to assist, the team maintains ownership until resolution. So clients
deal directly with people who know them and their site and who are positioned
to keep the site up-to-date with the status of their incidents.
To reach the UKS support team you can choose the method best for you – telephone, fax, email, and soon through the UKS Web site. The aim is to answer every question quickly and accurately so that you receive the maximum benefit from your system, keeping your users and staff always productive and well served.
24/7 Extra Care
Sometimes situations cannot wait for normal business hours. Major system problems, although rare, need 24-hour-a-day, seven-day-a-week support. And that's just what UKS offers your library staff members – technicians available any time to help resolve any sudden system crisis.
Other Support Resources: Easy Ways to Stay Current
UKS encourage users to interact both with us and with one another. When we have resolved important issues, the resulting communication is documented on our knowledge base where it can be applied to solve any subsequent situations of similar nature. Support requests are classified as:
• Critical (Priority 1) - Immediate attention and every effort for a resolution within 24 hours
• Urgent (Priority 2) - Resolved as quickly as possible during normal business hours
• High (Priority 3) - Researched in the order received