Service level agreements
The Springer Subscription Agent Relations staff is responsible for signing new Global STM Service Level Agreements with subscription agents. These documents are a clear indicator of the commitment of service by both publisher and agent and ultimately work to the benefit of the library end-user and researcher. The Agreements also maximize the quality of service delivered to Springer’s library clients and reflect the efforts to meet the ever-demanding service expectations of consortia, libraries and academic researchers through electronic resources.
Springer has always cooperated with its subscription agents to fulfill client orders and claims in a timely manner, but in the era of electronic access, additional technologies and new service parameters are required.
The STM Service Agreements include sections relating to the use of standard, machine-readable files for order handling and claims, quick turnaround on new and lapsed access inquiries, rapid reconciliation on order payments, communication of consortium licensing information and all kind of contact persons to have a special contact directly available. The annual process will be reviewed, talks and meetings will be held on a regular basis.
Springer's "agent neutral" policy
Springer is agent-neutral, and as such does not specifically exclude any subscription agent from seeking business opportunities with mutual clients in any part of the world.
Springer regional licensing staff are, however, authorized to award limited term business to specific agents based on their best judgment of the preferences of mutual clients and the performance levels of the competing agents.
If you have any question please feel free to contact Springer's Global Manager Agency Relations.