b'POLICIES & PROCEDURESCustomer CareOurgoalistofunctionasyourlibrarysperiodicalsandinformationpartner. Weareheretohelpwitheverystageofsubscriptionmanagement.The processesandproceduresoutlinedbelowformthefoundationforoutstandingsubscriptionservice,whichisaresponsibilitywetakeseriously.Donthesitatetoletusknowwheneverwecanbeofassistance! Your PersonalWT Cox Information Services assignsapersonalCustomerServiceSpecialistCustomer Servicetoeachclient.ThespecialistisfamiliarwithyouraccountandwillbeSpecialistresponsivetoyourquestions,whetheritsupdating,renewingorresolvingconcerns.Youhavesomeoneyoucancountontobeahelpinghandforyourlibrary. CoxNet CoxNetisouronlineuserinterfaceandagreatresourceforcomplete subscriptionmanagement.Alltitlesareavailableforclaiming,ordering andrenewingviaCoxNet.AnycorrespondencesentthroughCoxNetwillgodirectlytoyourCustomerServiceSpecialist.WT Cox Information Serviceswillautomaticallyprovideyouwitharenewal Renewal Listlistapproximatelysixmonthspriortotheearliestexpirationdate.YoumayalsorequestyourrenewalformatanytimeonCoxNet.Yourrenewallistcontainsinformationsuchasupdatedpricesandstartdatestohelpyouevaluateyourorderforthenextyear.Pricesthatappearontherenewallistarethemostrecentpricesavailable.Because publishers change prices periodically, all prices are subject to change without notice. For budgeting purposes, based on your collection you will want to allow for a 3-10% increase annually. Contact your Customer Service Specialist for assistance. Replacement WT Cox Information ServicesmaintainsaReplacementIssueLibraryforuseIssuesbyourcustomers. Ifanissueismissingordamaged,WT Cox Information ServicesprovidestheissuefromourReplacementIssueLibrary,ifavailable,orwillrequestareplacementfromthepublisher.Thisisafreeservicetoourcustomers.YourCustomerServiceSpecialistisalwayshappytoassist. Claiming ClaimsareprocessedmostefficientlywhensubmittedbyCoxNet.Youmay alsoemailandfaxclaimstoyourCustomerServiceSpecialistortransmitviaEDI.SeeClaims(Page11)foradditionalinformation. Electronic WT Cox Information Services prepaysallordersandplacesmostofthemOrderingelectronically.Thisnotonlyhelpsreducetranscriptionerrorsthatcanoccurduringpublisherprocessing,butalsostreamlinestheprocessing,resultinginfasterturnaroundtimes.8'