Contact Details
Heritage Support Services
IS Oxford Ltd
The Chapel
3 Armstrong Road
Littlemore, Oxford
OX4 4XT
Support: 01865 481020
Admin: 01865 481000
Fax: 01865 481009
E-mail: support@isoxford.com
Manager: Charlotte Knight-Benjafield
Services Offered
These include the following:
Help during Working Hours
Refer below to Which methods of Communication should I use?
OnSite Troubleshooting
We will come to your Site to investigate any problems you are having.
Onsite Installations
We will come to your Site to install any software. This is particularly useful in the case of Heritage Online, where the optimum configuration varies from Site to Site.
Online Training
We offer the Webtrainer facility to allow us to talk you through things on screen as if we were present at your Site.
Training Workshops
We hold sessions on specific modules at the IS Oxford premises.
Consultancy
We offer a consultancy service, which encompasses ad hoc items that fall outside of standard training, e.g. tidying a Catalogue, creating new report letters and offering training on how to implement them, carrying out Serials Management preparation, etc.
Which methods of Communication should I use?
The first thing to consider is: "Can I get the answer to my question or problem from facilities other than the telephone"? If the problem is urgent, then calling the Support Services Team on the telephone is always preferable. However, there are great benefits to be had by using some of the other facilities on offer, e.g.
Marvin
This site has a 'list server', Marvin, which can be used to post questions that can be answered by the Support Services Team and other users. The additional information that you receive could be of future benefit.
Website
You can log a call via this Website, which will result in an e-mail being sent to Support Services with the specific details required. This will give the Support Services Team time to reflect on the problem and arrive at the optimum solution.
Faxes and E-mail
If you do not want to log a call via the Website, you can simply send a fax or e-mail to Support Services, particularly if the problem is not a 'show stopper'. In our experience, the act of writing an outline of the problem and its symptoms can help Support Services arrive at a faster resolution of the problem.
Telephone
If your problem is urgent, then, before calling Heritage Support Services, you should ensure that:
- The telephone is next to your workstation.
- Your workstation is switched on and logged into Heritage.
- You know which version of Heritage you are running.
- You have the details of your last upgrade (if any).
When you call, you will usually be answered by a 'Support Services Receptionist' whose primary role is to take details of the problem and assess it with you. The Receptionist will attempt to pass you over to a Support Services Engineer or, depending on the urgency of the problem and availability of the Engineers, tell you that somebody will call you back shortly and provide a call reference number to you.
Your call will be logged and you will be given a Call Log Number. Please make a note of it.
Voicemail
In exceptional circumstances you may hear a voicemail message when you telephone the Support Services line. Please use the voicemail facility as we respond to all messages.
Other Sources of Help
Cue Cards
Heritage contains help pages which can be displayed at the side of any Heritage screen while the software is being used. The function key [F1] turns them on and off. Alternatively, they can be opened via the 'Help' option on the File Menu at the top of the screen. Cue Cards can be edited if you wish to enter specific instructions about data entry for other library colleagues.
The Heritage Manual
Access to the manual is provided via Help—Online Manual within Heritage. A current version of the manual is also available for download. The manual can be opened and viewed using a free program called 'Acrobat Reader' which is developed by Adobe and uses the internationally recognised PDF (Portable Document Format).
Helpsheets
As a supplement to the manual, instructions on the use of combinations of options to carry out specific operations are given in separate, downloadable helpsheets, also in PDF format.
PDF documents are indexed and searchable, and the quality of the original is maintained as far as possible. PDF is also the standard exchange format for the print industry.
