Support policy
SeamlessAccess is a nimble, not-for-profit organisation with limited resources. To provide a reliable and highly performant service on a global scale, our technology team is focused on developing and delivering functionalities that provide value across many integrators. As a result, we have limited capacity to handle individual support requests.
If you are a (current or prospective) integrator and have a question about SeamlessAccess
Please follow these steps:
- First, check carefully if the existing documentation addresses your questions:
- If the documentation is insufficient
- Please contact the SeamlessAccess team to join the SeamlessAccess Slack workspace and ask your question in the #general channel or email your question using the contact form.
- This channel connects you with other SeamlessAccess integrators who may be able to answer your question. It is also monitored by SeamlessAccess staff.
- Please contact the SeamlessAccess team to join the SeamlessAccess Slack workspace and ask your question in the #general channel or email your question using the contact form.
In case your question is not answered by documentation or through interactions with other integrators, SeamlessAccess technical staff will be able to assist. This is done on an “as available” basis and we are not able to guarantee response times. We endeavour to limit support to a maximum of two hours per onboarding process (which typically is more than sufficient).
Finally, please note that we need to focus support efforts to questions that are about the SeamlessAccess service itself; we are not able to provide training or extensive information about federated authentication or other access-related standards and infrastructure. This is of particular importance for the Advanced Integration pattern, which requires bespoke integration into your platform’s authentication infrastructure. If you’re not familiar with standards such as SAML, then you should not pursue an Advanced Integration but consider the Standard or Limited Integration pattern.
If you are an individual with a question:
SeamlessAccess provides a service that improves the user experience and makes it easier for researchers to connect to their identity provider to authenticate and gain access to online resources. However, SeamlessAccess does not control or manage the access part itself, so please do not contact us with requests to access any particular journal article, book, or other resource.