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<br /> <br /> <br /> “B” – 1 <br />SCHEDULE “B” <br />POST IMPLEMENTATION SUPPORT <br /> <br />After BiblioCore or BiblioWeb is implemented, BiblioCommons provides ongoing support. Support work varies in timing <br />and scope depending on the issue type. The definition of issue types (I), the severity classification for each issue type (II ), <br />and the response commitments for each severity level (III) are defined below. <br />I. Definition of Issue Types <br />BiblioCommons organizes library feedback into four types of issue, summarized here and defined below in turn: <br />A. Questions: Understanding BiblioCore, BiblioWeb or other services. <br />B. Tasks: Tasks specific to your library <br />C. Suggestions: Improving BiblioCore or BiblioWeb and designing new functionality. <br />D. Corrections: Fixing BiblioCore or BiblioWeb when not working as designed. <br /> <br />A. Questions <br />BiblioCommons distinguishes two types of questions, with corresponding response commitments described in Section III <br />below. <br />1) Questions or notifications about updates affecting your ILS or Tomcat server. <br />2) Other questions. <br /> <br />To help answer questions, BiblioCommons maintains an online Partner Portal. This includes: <br />● a Knowledge Base with answers to frequently asked questions and official documentation for other self-help, <br />● Community pages with forums for peer-to-peer questions and answers, and <br />● an Online Ticketing system where libraries can submit questions not answered elsewhere. Response commitment s <br />for questions are described below. <br /> <br />B. Configuration Tasks <br />Configurations determine the way in which BiblioCore or BiblioWeb interoperate with local library technology and <br />services. After implementation, libraries may request configuration changes to support changes in the ILS, in library <br />marketing and branding, or in branch locations and programing. <br />C. Suggestions <br />BiblioCommons continually reinvests in product design and development, and library suggestions are an important input. <br />Please use the 'Community' area of the Partner Portal to submit your suggestions. <br />D. Corrections <br />BiblioCore and BiblioWeb are evolving products that interoperate with changing third-party software and hardware, from <br />library ILSs to patron smartphone systems. As a result of changes on all sides, BiblioCommons products can sometimes <br />stop working as designed and require correction. <br />Docusign Envelope ID: 49D5B7A4-3432-4225-B626-F266F1A79679