HSLC Pricing, Billing Policy, and Procedures
Frequently Asked Questions (FAQ)
(Ju1 1, 1996)
HSLC has prepared a FAQ about our pricing and billing policies with special
emphasis on HSLC's Internet Service Program. Questions covered in the FAQ are:
- What is the Annual Institutional Membership Fee?
- What is the Role of the Primary Contact?
- Do I Need to be Responsible for People Outside My Area?
- Will HSLC Modify Its Billing System to Accommodate Direct
Billing to Users?
- How Does HSLC Notify Members about Pricing?
- Can I Get HSLC's Price List Online?
- What are the Costs of HSLC's Internet Services?
- What about Telecommunications Charges?
- What is NovaDial?
- What is HSLC's Prorating Policy?
- What Other Services Does HSLC Offer?
- What is the HSLC Fiscal Year?
- Do Services Automatically Renew?
- What about Invoices for Ongoing Charges?
- When Are Invoices Payable?
- Can I Get a Refund if I Cancel Service?
- If I Have a Question about Billing, Whom Should I Contact?
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What is the Annual Institutional Membership Fee?
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As a library consortium, HSLC delivers its products and services
to institutions, generally through a library or information
center. Currently, HSLC does not provide products and services
directly to individuals.
The Institutional Membership Fee is an administrative fee, which
is an average of HSLC's costs to provide computer services, user
support, documentation, and administrative services throughout the
year to users at each member institution. Whether an institution
has one (1) user or 200 users of HSLC's products and services, the
Institutional Membership Fee is the same. The FY95/96 Institutional
Membership Fee is $150.
What is the Role of the Primary Contact?
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Each member institution designates a Primary Contact when
applying for HSLC membership. The Primary Contact authorizes
purchases of all HSLC products and services. In order to contain
HSLC's administrative costs, virtually all HSLC correspondence
(that is, invoices and announcements of services requiring an
institutional decision) are sent to the Primary Contact.
HSLC requests that the Primary Contact redistribute invoices and
any mailings, as appropriate, to users at their institution.
In addition, HSLC often relays information affecting all users via
electronic mail, using a system-wide mailing list.
In the past, as a courtesy, HSLC has sent new account information
directly to the new user. Because of the number of calls from Primary
Contacts inquiring about the status of new accounts, we have decided
to implement a new fulfillment policy, beginning July 1, 1995. We
will send new account information to the Primary Contact only. The
Primary Contact will need to forward it on to the new user. In
addition, only the Primary Contact may request initiation of services,
including the establishment of new accounts.
Do I Need to Be Responsible for People Outside My Area?
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You are probably referring to responsibility for expenses incurred.
HSLC understands that the Primary Contact may not be able to authorize
payment for users outside of their own administrative unit. Nevertheless,
all accounts are the property of the institutional member, and the
Primary Contact is responsible for disposition of the invoices.
Primary Contacts in receipt of invoices containing information
about multiple accounts may duplicate and redistribute the
invoices to appropriate departments for payment. Simply line out
portions of the invoice not pertaining to each account holder.
Will HSLC Modify Its Billing System to Accommodate Direct Billing
to Users?
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HSLC has a high commitment to quality customer service, and we
acknowledge our billing system needs to be more flexible. During
FY96/97, modifying our billing and financial management system is
one of our primary goals.
For example, we hope to be able to extend to Members the option of
billing to addresses other than that of the Primary Contact as a way
of assisting with their internal invoice processing. We anticipate
establishing a "billing" fee for this service on a per account basis.
How Does HSLC Notify Members about Pricing?
-------------------------------------------
In May of each year, HSLC mails a new price list for the upcoming
fiscal year to each Primary Contact.
Can I Get HSLC's Price List Online?
-----------------------------------
Look on the HSLC Information Menu and you will find an option PL
for HSLC Pricing. During FY96/97, HSLC will make its price list
and fact sheets for all product and services available on the
HSLC Web home page.
What are the Costs of HSLC's Internet Services?
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Once an institution establishes HSLC membership, the Primary
Contact may extend HSLC's Internet access and services to all
staff or the user community at the member institution.
Currently, this entails:
NetSelect Account:
The NetSelect account provides access to the HSLC
NetSelect menu system, electronic mail services, and Internet
gateways. The fee is $96 per year per account, prorated
quarterly. Long distance telecommunications fees may also apply.
Each account comes with 5 MB of storage space on the HSLC
computer. Additional space can be purchased in increments of
5 MB at a cost of $20/year, prorated quarterly. Student
accounts are available for the months of September through
May at a rate of $75.
Public Access Internet Account:
These are specially modified NetSelect accounts which
include all of the features of NetSelect except those
relating to electronic mail. They can be used by "walk-in
users" at your institution or by people who do not have
individual Internet accounts. Long distance telecommunications
charges may also apply. The fee is $96 per year per
simultaneous login, prorated quarterly.
PPP Account:
Point-to-Point Protocol (PPP) is a way to establish a direct
connection to the Internet through a dial-up modem. With a PPP
connection, a user can run a graphical browser to the World
Wide Web (WWW). HSLC distributes and supports Netscape
Navigator and Microsoft Internet Explorer. Long distance
telecommunications fees may also apply. As an alternative to a
long distance carrier, HSLC can issue a personal 800 number which
connects to our PPP modems. An annual service fee and hourly
usage fee apply to the personal 800 number service.
Anonymous FTP Directory:
NetSelect users may establish an anonymous FTP directory
on the HSLC host computer to make files they've created available
to other Internet users. The cost of this service is $40 per
year, prorated quarterly. Directory space is issued in 20 MB
increments.
Group Mailing List:
Using "listserv emulator" software, HSLC can host mailing
lists for groups at a rate of $200 per year, prorated quarterly.
What about Telecommunications Charges?
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When you connect to NetSelect, telecommunications charges
may apply for the duration of your session. Depending on the
access method(s) you choose to use, the charges vary:
Direct Dial to Philadelphia:
No HSLC charge, but toll charges may apply, payable to your
long distance or local carrier, if HSLC's 222 exchange is not
in your local calling area.
HSLC 800 Number:
$9.00/hour, payable to HSLC
NovaDial:
$3.60/hour, payable to HSLC
Telnet:
No HSLC charge, but you must have an account with another
Internet Service Provider.
What is NovaDial?
-----------------
With NovaDial, you connect to a phone number in your area code
and then specify a connection to the HSLC host computer. If the
nearest NovaDial phone number is not a local call for you,
additional long distance charges may apply when you dial the
NovaDial phone number. HSLC receives the NovaDial service from Inner
Circle Technologies, located in Massachusetts.
What is HSLC's Prorating Policy?
--------------------------------
Several of HSLC's fees are annual fees. These fees are subject to
quarterly prorating in the initial year of use. For example, if you
want to set up a new NetSelect account in November, you will not
pay $96 as the account fee. Instead, you will be invoiced for $72
since November falls in the second quarter of the fiscal year.
HSLC has established the 15th of the last month in each quarter as the
cutoff date for not charging for the quarter. For example, if your
request for a new account arrives on or after September 15, HSLC will
invoice only for three quarters, October-June.
What Other Services Does HSLC Offer?
------------------------------------
In addition to an Internet service program, HSLC provides the
following services:
- Shared Automated Library System
- Access to Medical Databases
- HSLC Union List of Serials
- Ovid Online Group Discount Program
- Training Program
- Equipment Discounts
- Consulting Services
What is the HSLC Fiscal Year?
-----------------------------
HSLC follows a July 1 through June 30 fiscal year. In the
initial year of a particular service, fees may be prorated on a
quarterly basis to coincide with the HSLC fiscal year and to
regularize service renewal.
Do Services Automatically Renew?
--------------------------------
Accounts and services are presumed to renew automatically unless
HSLC receives written notification of services to be cancelled.
Renewal invoices are issued in June for the next fiscal year.
What about Invoices for Ongoing Charges?
----------------------------------------
In the case of services which incur ongoing charges (such as
telecommunications or database hourly rates), invoices are issued
as soon as possible after the end of the month in which the
charges occurred. Invoices for ongoing charges are sent to the
Primary Contact at the member institution, who will need to
redistribute as needed, for payment.
When Are Invoices Payable?
--------------------------
Unless otherwise indicated, all invoices are due and payable
within 30 days of receipt. If payment cannot be issued within
that timeframe, please request an extension from the HSLC
Business Manager. HSLC will issue one payment overdue notice
before automatically deactivating the service.
Can I Get a Refund if I Cancel Service?
---------------------------------------
If a service is paid through the end of a fiscal year and service
is terminated, HSLC will extend a refund, prorated based on the
number of quarters remaining in the fiscal year. If service is
cancelled in the last quarter, no refund is issued. The institutional
membership fee is non-refundable.
If I Have a Question about Billing, Whom Should I Contact?
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Either call the HSLC office and ask for the Business Manager or
send an email message to INFO@HSLC.ORG. If you receive HSLC services
through your institution's membership in PALINET, please contact
PALINET first.
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We hope you have found this information helpful. Thank you and regards
from the HSLC staff.
HSLC voice: 215-222-1532
3600 Market Street, Suite 550 fax: 215-222-0416
Philadelphia, PA 19104-2646 email: info@hslc.org