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Did the library report that a subscribed e-resource is not available, unable to access the resource? The Electronic Resources NZ administrator checks access from the Chancellor's Office and if issue is systemwide or if only the reporting library has and an issue. The NZ admin sends out email asking if libraries are having access issues with the same resource. If the access issue is systemwide the NZ admin contacts the vendor, copies SDLC and asks the vendor to open up access.
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Send the following information to the vendor:
- correct IP range for that campus
- correct username and password, if needed by that vendor
- ask if the database needs to be added to account if there are multiple databases available from the vendor (i.e. EBSCO, ProQuest)
- see if a mistake was made during renewal -library left off renewal list
Is the library allowed access to that subscribed e-resource? Some libraries have access to a resource from the vendor while others upgraded to another package from the vendor. Example is that most libraries subscribed to Project Muse Standard but some libraries upgraded to Project Muse premium. Check the SDLC subscribed e-resource list log to see which collection the library subscribes to and confirm with the library which collection they are allowed access. If they have access to wrong package, contact the vendor and copy SDLC. If the library does not have correct package listed locally, send them a copy of the contract from that vendor to update their files.
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