Infotrieve’s office in Australia was closed on Monday, July 11 as part of a consolidation of global document delivery operations.

Beginning Tuesday, July 12 we look forward to servicing you out of our global headquarters in the US.

Please see answers to the most frequently asked questions below. Note there is a general section followed by specific details for both customers within Australia and customers outside of Australia serviced by the Australia office.

Document orders can continue to be placed at www.contentscm.com. Please note different instructions for clients in Australia and those outside of Australia below.

Customer Service will be available around the clock through service@infotrieve.com and +1 203 423 2175.

To access Infotrieve’s corporate website please visit www.infotrieve.com and be sure to update your bookmarks and shortcuts!

GENERAL DETAILS

Question: What is the timing of the transition?
Answer: The last day Infotrieve Australia will accept orders is Monday, July 11, 2011. Beginning Tuesday, July 12 all orders for customers in the Asia Pacific region will be handled by Infotrieve's operation in the United States.

Question: Why is Infotrieve closing the office in Australia?
Answer: Infotrieve is consolidating operations to improve efficiency.

Question: Who do I contact if I have questions about the transition?
Answer: If you have questions about the transition, please contact Lynn Schlesinger, Vice President of Marketing & Communications at lschlesinger@infotrieve.com or +1 203 423 2143.

Question: Who do I contact if I have questions about an order or your service?
Answer: Customer service will be available around the clock through service@infotrieve.com and +1 203 423 2175

Question: I typically email my orders to Infotrieve Australia, how will that process change with the transition?
Answer: Infotrieve encourages all clients to take advantage of our easy-to-use platform for placing orders and we would be happy to assist you in learning how to take full advantage of the system. Throughout the transition period you can email your orders to orders@infotrieve.com and will not incur the US $4.00 manual order entry charge during the transition.

Question: I have not yet ordered on Infotrieve's new platform. How do I familiarize myself with the system?
Answer: Please contact customer service for assistance.

Question: What happens with orders that were placed by Monday, July 11, but were not delivered?
Answer: All orders placed through Monday, July 11 will be completed through the Australia office until fulfilled or cancelled. We anticipate that all orders will be complete by Friday, July 15.

SPECIFIC DETAILS FOR CLIENTS IN AUSTRALIA

Question: How are Australia LADD institutions affected by the changes?
Answer: LADD customers do not need to re-register to use Infotrieve's services. LADD customers will continue to order documents through the Libraries Australia interface, without any change. The National Library of Australia will continue to invoice LADD users for Infotrieve services. As always, LADD users will be sent a conditional message for any orders exceeding their existing price limit. For information about LADD member pricing, please contact NLA/LADD or Infotrieve Customer Service.

Question: How are Australia ILL or parser customers affected by the changes?
Answer: Australia ILL and parser customers do not need to re-register to use Infotrieve's services. Customers ordering documents through ILL or a parser will continue to order documents in the same way, without any changes. Orders will be processed on the existing Infotrieve account and invoiced according to your account settings. As always, ILL and parser customers will be asked for price approval before orders exceeding the account price limit are fulfilled.

Question: How do I place orders after Monday, July 11, 2011?
Answer: You can continue to place orders at www.contentscm.com and can count on continued fast and efficient document deliveries. You will need to set up a new account by clicking on "Not registered yet?" on the logon page.

Question: Will my prices be affected?
Answer: Document order fees will be comprised of the standard transaction fee and any applicable copyright fees, along with charges for special services if desired, such as rush or panic. Information regarding our standard transaction fees can be found here.

Question: How will billing be handled?
Answer: For clients inside of Australia the invoice for orders placed through July 11, 2011 will be handled as usual by the Australia office. Beginning July 12, 2011 clients based in Australia will be billed from the US, and in US dollars.

SPECIFIC DETAILS FOR CLIENTS OUTSIDE OF AUSTRALIA

Question: How do I place orders after Monday, July 11, 2011?
Answer: You can continue to place orders at www.contentscm.com using your same logon credentials and password.

Question: Will my prices be affected?
Answer: There will be no change to your current fee schedule.

Question: How will billing be handled?
Answer: For clients outside Australia the invoice for all July activity will be handled by Infotrieve's office in the US and will be billed in US dollars.