Dear Amel,
When you say you offered a three month grace period, are you saying the
first 2005 issues were accessible even though they did not have a
subscribed indicator in front of them ?  If they did not show the yellow S,
I assumed we would not be able to download the PDF (I'm not sure what our
patrons thought).   Like many customers, our library has had a difficult
time getting our 2005 access updated.  We have enlisted the aid of
publishers as well as our subscription agent to get these updated.  As a
library, we will eventually get the content  we paid for, but our students
whose needs are determined within the time constraints of a semester were
out of luck for the Spring Semester of 2005 if they wanted a current
issue.  This is a particular hardship for a title which may be online
access only. Hopefully, the delay in subscription updates was in part a
result of  your merge and not something that we can expect with future
subscription periods. (Like other listserv participants, we are having
problems with Behaviour which may be publisher related) I also hope we will
still receive timely service whether we subscribe to the Premium service or
not.
  At 10:00 AM 5/3/2005, you wrote:
>Dear Daniel,
>
>We are currently experiencing a particularly high volume of emails to our
>customer service department.  Most of the queries we are dealing with are
>related to access that has not renewed because the three month grace period
>has expired and we have not received complete subscription renewal
>information from several publishers.  We are working with these
>publishers to expedite receipt of the correct information, and are also
>increasing the number of staff available to handle customer queries.  We
>appreciate your patience during this busy time while we address our backlog
>and resume our normal levels of good quality, timely service.
>
>In the meantime, I have updated your access to Behaviour for 2005.
>This will be visible online within the next 24 hours.
>
>I believe that Rena's access issues have also been resolved now.
>
>As you are aware managing subscription data is often complicated and time
>consuming.  We are continually working on ways to ease this process and
>make it clearer and simpler for all concerned.
>
>Please do feel free to contact me if you require urgent assistance.
>
>Regards
>Amel
>_______________________________________________________
>AMEL ABOURACHID
>Library Business Manager
>Ingenta PLC
>Unit 1 Riverside Court, Bath, BA2 3DZ, UK
>T +44 1225 361113
>F +44 1225 361155
>E amel.abourachid@ingenta.com
>www.ingenta.com
>Ingenta: Technology + Services for the Publishing and Information
>Industries.
>_________________________________________________________
>
>-----Original Message-----
>From: SERIALST: Serials in Libraries Discussion Forum
>[mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Daniel Jones
>Sent: Tuesday, May 03, 2005 8:35 AM
>To: SERIALST@LIST.UVM.EDU
>Subject: Re: [SERIALST] Ingenta problems
>
>We are also having problems with one title: BEHAVIOUR.  In general, access
>is VERY SLOW, but we can eventually access content through 2004.  However,
>when we try to access the 2005 content, we only get an abstract and then a
>price to purchase the article.  We have been emailing our agent who has been
>in contact with the publisher.  They have provided proof of payment several
>times.  What is not clear is if or how the publisher and Ingenta are
>communicating.  Our agent has told us several times that access has been
>restored, but each time I check we are prompted to pay to access 2005
>content.
>
>If Ingenta is monitoring this list, it would be wise of them to explain what
>is happening and to grovel for understanding while they figure out what is
>their problem.
>
>If the publishers are monitoring this list, it would be wise of them to put
>some pressure on Ingenta, because this makes their journals a number one
>target on my list of cancellations in 2006.
>
>
>=======================
>Daniel H. Jones, M.L.S.
>Librarian
>Preston G. Northrup Memorial Library
>Southwest Foundation for Biomedical Research
>Shipping address:
>      7620 NW Loop 410
>      San Antonio, TX  78227-5301
>Mailing address:
>      P.O. Box 760549
>      San Antonio, TX  78245-0549
>
>Tel:  210-258-9426
>Fax:  210-670-3313
>Email:  djones@sfbr.org
>=======================
>-----Original Message-----
>From: SERIALST: Serials in Libraries Discussion Forum
>[mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Susan Andrews
>Sent: Monday, May 02, 2005 3:20 PM
>To: SERIALST@LIST.UVM.EDU
>Subject: Re: [SERIALST] Ingenta problems
>
>I don't have a solution, but I can tell you that we are having a similar
>problem (if that makes you feel any better?).
>
>If you come up with a solution, please let the rest of us know.
>
>Thanks and good luck,
>
>Susan Andrews
>
>
>At 02:38 PM 5/2/2005 -0500, you wrote:
> >Hello,
> >
> >Is anyone else having trouble accessing full text of journals  via
> >Ingenta?  I checked regularly as they were moving from their Select
> >platform to the new Connect platform, and all was fine--until about two
> >weeks ago.  Now we can only get as far as article abstracts.
> >  The biggest problem is that we can't reach anyone at Ingenta via
> >either telephone or email.  Any suggestions?  (Yes, our subscriptions
> >are marked as activated on the administrator's page.)
> >
> >Thanks,
> >Rena
> >Rena Sheffer, M.L.S.
> >Electronic Journals Coordinator
> >University of Arkansas for Medical Sciences
> >Library   slot 586
> >4301 West Markham Street
> >Little Rock, AR  72205
> >phone: 501-686-6747   fax:  501-686-6745
> >shefferrenaa@uams.edu
>
>Susan Andrews
>Head, Serials Librarian
>Texas A&M University-Commerce
>P.O. Box 3011
>Commerce, TX 75429-3011
>Susan_Andrews@tamu-commerce.edu
>(903)886-5733
>"Your Success Is Our Business"