NLA eClips Blog

Important Changes To Our Escalation Process

eClips Team — Tue, 27 Mar 2012 10:46:36 +0000

Please note that we have made the following changes to our out of hours escalation process.

Escalation to the NLA outside business hours (Mon-Fri 5:30PM – 9AM, Sat & Sun, UK public bank holidays)

If an issue occurs that requires escalation to the NLA outside UK business hours then the PCA should contact the NLA Service Operations support team.

Details for escalation outside business hours are as follows:

Ring the NLA Service Operations support number: +44 (0)8444 822 175
- If the call does not connect for whatever reason, please try the alternate number: +44 (0)20 3393 0665
- If the phone is not answered immediately, please leave a message providing contact details and a description of the issue.
- After leaving a message, please send an email to support@nla.co.uk confirming an escalation has been made with contact details & a description of the issue.
If the escalation is not confirmed by the NLA Service Operations support team within 5 minutes, please call the support number again.
If the escalation is still not confirmed within another 5 minutes, please escalate the issue to the NLA Service Operations Incident Manager: +44 (0)20 7332 9379

A copy of our client escalation process can be found here

NLA Service Incident - Announcement: Emails services disrupted (CLOSED)

eClips Team — Fri, 09 Mar 2012 20:39:15 +0000

Time:

An incident was declared today at 18:33 (Fri, 9th March 2012)

Incident Description:

An incident has occurred which is preventing outbound email alerts and notifications from being delivered. Inbound emails will also be disrupted and NLA recipients may not receive these in a timely fashion.

Cause:

The cause of the incident is unknown at this time.

Expected Resolution Time:

The resolution time is unknown at this time.

Next Update:

Please expect an update by 21:30

Monday 29th August 2011

Nikki Daniel — Fri, 26 Aug 2011 08:12:24 +0000

NLA offices will be closed on Monday 29th August.

To report urgent technical issues, problems or failures please email support@nla.co.uk. All emails must be accompanied by a call to 08444 822 175.

Please continue to send all missing content notifications to missingcontent@nla.co.uk, and all reprocessing requests to reprocessing@nla.co.uk. Our processors will endeavour to get back to you as soon as possible.

Thank you.

Monday 30th August Bank Holiday

Nikki Daniel — Fri, 27 Aug 2010 13:20:02 +0000

The NLA offices will be closed on Monday 30th August.

To report urgent technical issues, problems or failures please email support@nla.co.uk. All emails must be accompanied by a call to 08444 822 175.

Monday 31st May Bank Holiday

eClips Team — Fri, 28 May 2010 14:22:05 +0000

The NLA offices will be closed on Monday 31st May.

To report urgent technical issues, problems or failures please email support@nla.co.uk. All emails must be accompanied by a call to 08444 822 175.

May 3rd Bank Holiday

Nikki Daniel — Fri, 30 Apr 2010 15:52:41 +0000

The NLA offices will be closed on Monday 3rd May.

To report urgent technical issues, problems or failures please email support@nla.co.uk. All emails must be accompanied by a call to 08444 822 175.

NLA Service Incident - Announcement

Incident Management Team — Sun, 25 Apr 2010 21:39:45 +0000

Time:

An incident was declared today at 22:30.

Incident Description:

An incident has occurred which could result in users being prevented from accessing eClips content. PCAs can scan content in accordance with license provision.

Cause:

The cause of the incident is unknown at this time.

Expected Resolution Time:

The resolution time is unknown at this time.

Next Update:

Please expect an update by 23:00.

Easter 2010

Nikki Daniel — Thu, 01 Apr 2010 14:25:26 +0000

The NLA offices will be closed on Friday 2nd April and Monday 5th April.

To report urgent technical issues, problems or failures please email support@nla.co.uk. All emails must be accompanied by a call to 08444 822 175.

Nikki

NLA eClips Performance - August 2009

Nikki Daniel — Wed, 09 Sep 2009 11:23:50 +0000

The service performance report for August is now available on the documentation section of the site. This month saw an excellent service performance.

NLA eClips Service Incident - RESOLVED & CLOSED

Incident Management Team — Fri, 20 Mar 2009 19:48:51 +0000

Time:

An incident was declared today at 19:00

Incident Status:

RESOLVED at 19:30

Systems confirmed as operational at 20:30

Incident Description:

We were made aware of an internet connectivity issue at our Data Center at 19:00. This incident effected all NLA eClips services between 19:00 and 19:30.

Cause:

Internet-link failure at upstream internet service provider.

Expected Resolution Time:

The connection was restored at 19:30. We are at this time monitoring the system closely to ensure the system has resumed full operation.

Next Update:

A full incident report will be made available on Monday, 23 March 2009.