Help Q&A

 

Topics

Customer Support

Subscription ID

Online Purchasing

COUNTER Reports

SUSHI URL for XML

 

 

 

Customer Support

 

Q Why would I contact customer support?

 

A Contact client support for the following:

  • Subscription status - new or existing

  • Find out your subscription ID number

  • Online purchase inquiries and questions

 

Q How do I contact customer support?

 

A You can contact client support two ways:

  • submit your query via e-mail to clientsupport@wolterskluwer.com

  • for immediate assistance contact us by telephone:

    • Americas: 1-877-872-2347, opt 1 or 267-757-3421, opt 1

    • Europe / Asia Pacific: +44 20 7981 0764

 

Getting a Subscription ID Number

 

Q I am a current subscriber and I do not have a mailing label with my subscription number.  How can I obtain this information?

 

A If you do not have a mailing label, please contact Client Support.

 

 

 

Online Purchase Problems

 

Q Who do I contact for assistance with a current or past online purchase?

 

A You can submit your inquiry online to: clientsupport@wolterskluwer.com.

 

 

Q Why can't I access the full-text article that I purchased?

 

A Articles published prior to 1998 are currently not available in full text on the site.  To obtain a copy of the full text article you purchased, send an e-mail to clientsupport@wolterskluwer.com.  Please include your purchase order number and the citation details of the article you purchased.  This will allow for faster delivery of the article via e-mail.  We hope to have this issue resolved during the first quarter of 2010.

 

If you purchased an article published after 1998, please contact us at clientsuport@wolterskluwer.com.

 

NOTE: Please do not send your credit card number in any communication.

 

 

Downloading Institutional Usage Statistics with COUNTER Reports

Q How do I download usage statistics with COUNTER reports for my Institutional journal subscription?

A Follow the instructions below:

  • Log in to your institutional administrator account

  • Click on Institutional Administration in the top right-hand corner of the screen

  • In the COUNTER Reports section, select your institution from the drop-down box.

  • Select Journal Report 1 for article requests from all titles or Journal Report 1a for article requests from archive titles.

  • Depending on the browser you are using, you may be prompted to save the file first before opening.  Select Save and save the file to your local disc with the suffix ”.csv” for example “Usage Statistics.csv” and save as type “All Files”

  • Once the file has downloaded, select Open and the file should open in an Excel spreadsheet.

  • If you want to make any amendments or save as a different file type, simply select Save As and choose a suitable file type.

Configuring your SUSHI client to download COUNTER reports in XML

Q Is there a URL for downloading XML COUNTER reports directly from the client?

A Yes, there is.  The URL is http://adisonline.com/_layouts/oaks.journals/countersushi.asmx