Microlibrarian Help Desk costs

[laserblazer]

These have always been around £100 per annum and whilst we seldom use it, our librabrian has been able to call on their support rather than asking me. However, the cost has now risen to £347, which is too much for us. So rather than them getting £100 for next to no effort, they now will get zilch!

[Edu-IT]

I've just researched what we're paying, and lets just say, you've got it light! I'm sending you a PM.

[laserblazer]

We use Junior Librarian, which is the lite version.

[camel]

We use Eclipse.net from Microlib and the support has been very good from them. Though had quite a few tech issues during the upgrade over summer from SQL 2005 and windows server 2003 to Windows Server 2008 R2 and MSSQL Server 2008 R2. System was purchased before I started, by our librarian and no idea of costs.

[Edu-IT]

We use Eclipse.net from Microlib and the support has been very good from them. Though had quite a few tech issues during the upgrade over summer from SQL 2005 and windows server 2003 to Windows Server 2008 R2 and MSSQL Server 2008 R2. System was purchased before I started, by our librarian and no idea of costs.

Just looked at the requirements for that. Surely it doesn't need 42GB of RAM as per their documentation?

 

[laserblazer]

I guess if we don't got for it we will miss all the updates. I've sugessted our librarian contact them to do a deal.

[dave.81]

I know ours is a lot more than that!!! I have nothing to do with that side of "her" system so if she is wasting money not my problem. Although when she starts demanding she should have the server under her desk and have the admin password that is my problem...

[camel]

Just looked at the requirements for that. Surely it doesn't need 42GB of RAM as per their documentation?

 

 

I beleive the specs are 4GB for the server and 1GB for the Librarian workstation. 42GB is unreasonable in any circumstance...

 

I've got Eclipse.net running on less than 3GB with the SQL server and IIS running fine, Not Ideal! RAM is heavily used, though it will be upgraded to 4GB within a few weeks. Atm there is just the librarian and ~6 library computers that access it at anytime.

 

With regards to costs, what would be an appropriate alternative that you could go to if you had the choice? I would prefer a MySQL/PHP based app as I have both an Apache2 and MySQL DB server running very efficiently and quickly, compared with the overhead of MSSQL and IIS.

[glennda]

We use ecplise runs happily on a vm with 2gb ram (server 2k3 sql 2005) and trundles along - all students can access the web interface from either home or in school

[john]

This is intersting that this has come up. I have been researching costs for Library systems to replace our now dead Alice setup and wanted an MLS one and the costs I felt were astronomic for what it was! This clearly shows that its not just me that think its rather costly as well!

[localzuk]

This is intersting that this has come up. I have been researching costs for Library systems to replace our now dead Alice setup and wanted an MLS one and the costs I felt were astronomic for what it was! This clearly shows that its not just me that think its rather costly as well!

 

If you had Alice, why not move to Oliver?

[john]

If you had Alice, why not move to Oliver?

 

As I cannot find many people that rate Oliver or Softlink (a quick search on here proves that) which is also the experience a friend of mine who worked for a school library service not so long since found that Oliver and Softlink were not really recommendable in her opinion either. Plus from what I have seen on-line of Oliver it isn't a patch on MLS, plus they want nearly half the cost of MLS for Oliver (as someone didn't keep up on the maintenance agreement of Alice GRRR!) Anyway we are digressing... All I was making was its interesting that we are having people on here finding the costs high as they were very oh no-one ever says that to us when I was talking to them about buying Eclipse, I think I may just point them here!

[Disaster]

dont you lose all the updates and stuff like pics/info for new books if you dont pay support?

[camel]

yes you do, also they include help desk support (which is very prompt), a free replacement barcode reader is the current is beyond repair, discovery online (pics, book info associated with barcode) and software updates, as and when, plus a few other things.

[mwnci]

I think this is a perfect example of companies ripping off schools. Our cost for support on this software is also about £350. We barely have that many books in our library. The cost of this subscription simply cannot be justified. If you are reading this Microlib rep, then go ahead. Take up my challenge and explain how a school can get value for money for this fee.

 

Why are the support charges so disproportinate in comparison with support charges from other main stream software suppliers? Because the market for this software is schools! Particularly smaller primary schools. The invoice arrives in the school office..."ah we need our library system - just pay it" no questions asked.

 

Stop ripping off schools Microlib!

[nikaso]

Our librarian upgraded to eclipse.net because it was demo'd to her and it looked shiny (basically). It costs a ludicrous amount of money but the absolute kicker is she comes to us for tech support, we tell her to ring the people SHE has paid for tech support and she whines that she can't do it because IT is surely our job.

 

I really really really wish they would ask someone from IT to go on the interview panel so they can get a measure of how IT literate they are. In my eyes a librarian has to be reasonably IT literate, ours is not and it means MLS effectively get a large sum of cash for support which they don't even have to provide.

[jdoyle]

I put Eclipse.Net in place in conjunction with the Library Manager and provide her with first line support and act as the interface to MLS. I think the support charge is reasonable for a whole school product when I compare the charges for other products we use and the previous library system. However, I find the support from MLS to be very weak at times and they focus on tweaks and changes that have no direct benefit to us - I don't need Silverlight, I need the reports to work as intended (reporting from Eclipse.net produces results that I have no faith in) and the search mechanism to be better. The Sharepoint webparts killed my server and SQL server; would like them to work at some time in the near future. The Connect tool has been revamped and now the automated adding of new staff/deletion of old staff based on updates from SIMs doesn't happen; it's now a student only update. Poor change management.

 

If I was asked to look at library tools again, I'd still go with Eclipse.Net.

[alextreadwell]

microlib are chasing me at the minute to renew the help desk and every time they phone the cost comes down so I am waiting for an acceptable price so asking for a discount may be a good idea they wanted £270 to renew this year they are down to £200 but I would like the bit that updates users from sims as well so waiting for them to ring again I'll let you know what they come up with.

[laserblazer]

microlib are chasing me at the minute to renew the help desk and every time they phone the cost comes down so I am waiting for an acceptable price so asking for a discount may be a good idea they wanted £270 to renew this year they are down to £200 but I would like the bit that updates users from sims as well so waiting for them to ring again I'll let you know what they come up with.

 

Very interesting What size school are you?

[SHimmer45]

if you have still got an active support contract the tools are freely downloadable from there site.

 

it is expensive in some respect if you are not dependant on the helpdesk support but alot of the features need the information they are providing for you so they have you you on that one.

 

the librarian here could do without the extra's that come with the contract so it stays..

[MLS]

I think this is a perfect example of companies ripping off schools. Our cost for support on this software is also about £350. We barely have that many books in our library. The cost of this subscription simply cannot be justified. If you are reading this Microlib rep, then go ahead. Take up my challenge and explain how a school can get value for money for this fee.

 

Why are the support charges so disproportinate in comparison with support charges from other main stream software suppliers? Because the market for this software is schools! Particularly smaller primary schools. The invoice arrives in the school office..."ah we need our library system - just pay it" no questions asked.

 

Stop ripping off schools Microlib!

 

Hi mwcni

 

Thank you for your comments about the support packages offered by MLS. It is regrettable to hear your comments about ‘ripping schools off’ as we pride ourselves in delivering a high quality, value for money support package for our 12,000 plus clients. I would like to take this opportunity to confirm what is included with the Advantage Help Desk subscription. Packages do vary for primary and secondary schools and also where the subscription includes hosting costs however, most schools receive the following:

 

 

Unlimited Help Desk Support including: MyMLS, online knowledgebase, forum, live chat, tutorials.

Software updates.

 

Discovery Online data – automatic online cataloguing by scanning the book ISBN

 

Discovery Online enrichment - adds fabulous book cover images, summaries and Meet the Author video clips to your catalogue records.

 

Unlimited FREE barcode labels.

 

FREE replacement Barcode Reader. (conditions apply)

 

LabelPrint – prints Dewey spine labels and additional barcode labels for resources.

 

WebLinks data – Thousands of approved websites for your children to search.

 

10% discount off selected other MLS products & services.

 

Attendance at regular User Groups.

 

Digital Readit – online information skills programme

 

If you feel you are not receiving value for money with your current subscription or have any comments about the service you have received, please feel free to contact myself or our Managing Director (Andy O’Brien) directly on 0161 449 9357. We would be delighted to hear from you.

 

Regards

 

Colin Lloyd

Customer Service Manager

[Edu-IT]

But for older products like Eclipse2 and Junior, I understand that there will be no big improvements to functionality/updates and as such why should a school who is not benefiting from that side of things pay the same price as a school using the latest Eclipse.net where updates are being sent out the door more frequently?

 

I wish you would offer unbundled support so we can pay for the discovery, the labels, the book covers etc but not the parts we are not benefiting from such as helpdesk support and updates. Given that there's no updates coming I think it is safe for most schools to assume that their Eclipse2/Junior library system isn't going to go belly up suddenly. Whereas Eclipse.net on the other hand.