Service agreement

L-net's Statement of Shared Understanding is a service agreement that describes what partner libraries and L-net can expect from one another. It is meant to be a formal agreement, but we hope it is simple enough to not need review by legal counsel.

The service agreement is online at www.oregonlibraries.net/staff/wikifiles/serviceagreement.pdf.

Levels of service

Different libraries contribute different things to L-net, so in our service agreement, partner libraries choose a level of service accordingly.

• Level 4 - Libraries answer local questions and subject-specific questions from Oregon citizens over e-mail.
• Level 3 - As Level 4, but additionally answer general questions from Oregon citizens over e-mail and staff live chat less than 2 hours per week.
• Level 2 - As Level 4, but additionally staff live chat at least 2 hours per week.
• Level 1 - As Level 2, but additionally answer general questions from Oregon citizens over e-mail.