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Through your direct feedback, we’ve heard your concerns about the new ProQuest Support Center and will be performing priority maintenance to the site on Sunday, April 13, starting at 03:00 AM UTC and lasting for up to twelve (12) hours.

During this time, the Support Center (support.proquest.com) and the Support Center Portal for customers of Summon, Intota, 360 Services, KnowledgeWorks, and Ulrich’s (support.proquest.com/portal) will not be available. In addition, automated response to cases will not be available during this time.

Please email clients@proquest.com for assistance if you need support during the maintenance window. We will get back to you in 48 hours to confirm receipt of your case.

Summary of improvements and fixes
The focus of this release is making improvements to the ProQuest Support Center Portal for customers of Summon, Intota, 360 Services, KnowledgeWorks, and Ulrich’s. Among the highlights are the enhancements and fixes listed below:

•    Correct status will be displayed for Reopened cases: This has been fixed so that reopened cases will be shown as ‘Open’ instead of ‘Resolved’ and will be found in the ‘Open Cases” section of the Support Center Portal.

•    Correct status will be displayed for Resolved/Closed cases: This will be fixed so that status of Resolved/Closed Cases will be displayed properly.

•    Users can now unfollow articles and cases: Users will be able to follow and unfollow articles and cases from the article and case level. Prior to this, users needed to go to the Account Notices section to unfollow articles and cases.

The next set of improvements is scheduled for April 27, and will focus on making it easier for you to search and find your cases. We’ll be following up with more details on this release soon.

We recognize the current challenges you are facing and are committed to making improvements in the Support Center.  We value your business and thank you for your patience and support.  If you have any additional thoughts or ideas about how to improve the Support Center, please email us at clients@proquest.com.

Jed Gilmore
Senior Director, Software Support & Implementation

11 Apr 2014

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