eScholarship Service Level Description

Modified on Mon, Jan 9, 2023 at 3:50 PM

CDL maintains automated monitoring and notification systems to alert staff to performance issues with eScholarship Publishing and Repository services. In the event that you discover a service interruption, irregularity, or other issue, you can report the issue by opening a support ticket

An immediate automated response is provided to confirm that a message has been received; a response from a member of the eScholarship team is typically sent within 5 business days (excluding weekends and holidays). Issue resolution targets are as follows:

  • Prioritized resolution for issues leading to system unavailability
  • Resolution within 45 days for issues of performance degradation (when longer times are necessary, this will be communicated to affected parties)
  • Resolution as resources permit for issues characterized as bugs that do not impact overall performance