Service Definition Document: Softlink Information Centres

Overview

Softlink Information Centres provides a reference tracking and knowledge base product for their operations. illumin is the perfect tool for knowledge and research management as it collects, records, quantifies and précis’s queries and answers provided to staff and clients. The knowledge base becomes a comprehensive, audited database of relevant information that can be easily shared. We offer a cloud hosted solution in a secure data centre in your region.

Support & Maintenance

Unlimited access to the support desk via phone, email, web, chat.

Regular Liberty Upgrades – that include requested enhancements and new features.

Customer Portal – customers can contribute ideas and ask questions of other users.

Online Knowledge Base and videos – continually updated to include training and new version videos as well as help guides.

Regular Customer Care Calls – building relationships is important. We regularly contact our customers to check all is well and that there are no unreported problems.

Face to Face and Tailored Web Training – we deliver several, free online training and boot camp sessions each year. Face-to-face training is available as required.

Free Annual User Group Meetings – are a great way for us to catch up with our local and global customers. They are a fun, idea seeking, and informative events.

Hosting services – to reduce the load on library and IT staff, hardware and performance monitoring costs, and ensures automated Liberty upgrade.

Data Backup, Restore, and Disaster Recovery

Data Backup: Automated backups with secure offsite storage.

Disaster Recovery: Comprehensive business continuity and disaster recovery plans.

Hardware and operating system tuned for compatibility and high performance.

Automatic updates to your Liberty system

Onboarding Support

Onboarding: Tailored setup assistance, training, and data migration services.

Service Constraints

Maintenance Windows: Regular maintenance occurs Saturdays 2 am to 6 am UTC.

Customization: Limited customization options, focusing on standardization for optimal performance.

Service Levels

Performance: 99.99% uptime.

Availability: 24/7 access, with planned maintenance occurring during off-peak hours.

Support Hours: Business support is available 24 hours on business hours.

After Sales Support

Help Desk: Available via phone, email, portal, and chat.

Knowledge Base: Comprehensive online resources.

Technical Requirements

Web-based platform with no client installation required.

Supports major browsers (Chrome, Firefox, Safari, Edge).

Integration via RESTful APIs.

Security

Access Control: Role-based permissions and multifactor authentication.

Encryption: Data encrypted in transit and at rest.

Compliance: Regular audits and compliance with industry standards.