1. Sílvia Guivernau, CS Librarian, VTLS Europe Warsaw, 16-17 June 2008 PUG – Polish Users ’ Group Meeting 2008 Support: current situation and plans

2. CS Workflow CUSTOMER HAS A QUESTION YES NO REPORTS TO THE HOTLINE CS REPRESENTATIVE CHECKS IM. RECORD EXISTS ? NOTIFY SOLUTION TO CUSTOMER CREATE A NEW IM RECORD CUSTOMER RECEIVES NOTIFICATION AND TRACKING NUMBER CS REPRESENTATIVE WORKS ON THE PROBLEM NOTIFY SOLUTION TO CUSTOMER BUG? YES NO DEVELOPMENT TO FIX IT NOTIFY RELEASE TO CUSTOMER PROVIDE CUSTOMER WITH THE SOFTWARE CLOSE IM RECORD CHECKS IM. CLOSED RECORD EXISTS? YES CHECK SOLUTION NO CREATE A NEW IM RECORD OR ADD AS AFFECTED SITE UPDATE IM RECORD WITH SOLUTION

3. Guidelines to report Before reporting to the hotline we recommend customers to check Virtua documentation and IM. You can find the answer to your question there! When reporting, send as much detailed information as possible: What? When? How? Since when? Explain any troubleshooting you have done prior to reporting. Give examples. Attach screenshots.

4. Current situation Two new people at VTLS Europe: Emily, she’s a librarian and joined us February 08. Miguel, he’s an analyst and is joining us in June 08. He has worked before with us.

5. Testing procedures VTLS tests carefully all their products before they are released to customers. The quality control department is in charge of the testing procedures but some customers also perform testing when they become testing partners or beta testers. Any VTLS customer may become a testing partner, if you are interested please contact us.

6. Upgrade instructions The upgrade instructions are available at the VTLS Customer support website. These instructions are carefully tested before being made available to customers. If you detect problems with the upgrade instructions, please contact us at the hotline (hotline@vtlseurope.com) It you have questions when upgrading your siftware, do not hesitate contacting us at the hotline for assistance.

7. Future plans: SUGAR VTLS is planning to replace IM with a new customer care system called SUGAR. It will be implemented first at VTLS Inc. (summer 08) and gradually at the rest of offices (VTLS Europe will be the first). SUGAR is more stable and user friendly than IM. More details about SUGAR will be provided at the EUG.

8. Questions? Thank you!