NATIONAL INSTITUTE FOR HEALTH

AND CARE EXCELLENCE

ProQuest LLC Provider Agreement

For the

NICE Electronic and Print Content
Framework Agreement

LOT 2 AGENTS

FOR THE PROVISION OF

Print Books

Contents

ProQuest LLC Provider Agreement 1

1. Introduction 3

2. Defined Terms 3

3. Contact Details 3

4. Service Usage 4

5. Service Availability 4

6. Service Access 4

7. Technical 4

8. User Support 4

9. Service Notifications 5

10. Service Reporting 5

11. Measurement & Related Payment 5

  1. Introduction

1.1.  This Provider Agreement must be used when placing an Order for the supply of Print Books under Lot 2 Agents Only of the NICE Electronic and Print Content Framework Agreement.

1.2.  The Provider Agreement is specific to ProQuest LLC’s supply of Print Books under Lot 2 Agents Only. It must be used in conjunction with the “Order Terms & Conditions” and any Annexes to form the whole Agreement.

1.3.  All terms in this Provider Agreement must not be altered and are non-negotiable. Where additional terms are agreed these should be set out in Annex SEVEN: “Additional Terms” of the “Order Terms & Conditions”. These additional terms must not conflict with, or materially change, the terms in:

1.3.1.  the “Terms and Conditions of Contract for NICE Electronic and Print Content” and any Annexes”; AND

1.3.2.  the “Order Terms & Conditions” and any Annexes, AND

1.3.3.  this Provider Agreement.

  1. Defined Terms

2.1.  In this Agreement the words and expressions below will be interpreted to have the meanings adjacent to them: The following definitions should be read in conjunction with those set out in the “Order Terms & Conditions”:
[Guidance Note to Purchasing Authorities and Providers: Enter text “Not Used” if no definitions to be added in this section. The clause numbering should remain the same as the original document.]

  1. Contact Details

Name: Wendy Bruce

Job Title: RFP Analyst

Address: Avon House, Headlands Business Park

Ringwood, Hampshire, BH24 3PB

United Kingdom

Telephone +44-1425-485892

Facsimile

Email

  1. Service Usage

NOT USED

  1. Service Availability

5.1.  The Provider will:

5.1.1.  provide notification of an Incident within 02 hours of incident occurring and provide a point of contact for response to Incidents. Details are: http://www.proquest.com/company/support-landing.html ;

  1. Service Access

NOT USED

  1. Technical

NOT USED

  1. User Support

8.1.  The Provider will:

8.1.1.  provide a point of contact for helpdesk and support services. Details are: http://www.proquest.com/company/support-landing.html;

8.1.2.  respond to Complaints within 01 working day and have an action time based on agreement;

8.1.3.  respond to General Enquiries within 02 working days;

8.1.4.  resolves and close General Enquiries received within an agreed timeframe: 95% of all General Enquiries resolved within 18 working days;

8.1.5.  have a standard procedure in place to notify purchasers of any duplication of content purchases within the same organisation;

8.1.6.  offer training and education programmes to support usage.

  1. Service Notifications

NOT USED

  1. Service Reporting

10.1.  The Provider will:

10.1.1.  provide notification of the withdrawal of Goods / Licensed Materials at least 60 working days’ notice prior to the withdrawal date of title(s). Notice to be provided within 14 days after removal for content for which the Provider no longer retains the right to provide or which it has reasonable grounds to believe infringes copyright or is defamatory, obscene, unlawful or otherwise objectionable;.

10.1.2.  attend contract and service review meetings at an agreed frequency, at least annually;

10.1.3.  provide a regular contract management / service report to agreed timescales, at least annually.

  1. Measurement & Related Payment

NOT USED

NICE Electronic and Print Content Framework

Providers Agreement

2