4.6.2.1 Record and act upon problem reports about errors in data and responses from users Copy URL
The repository shall record and act upon problem reports about errors in data and responses from users.
The repository shall record and act upon problem reports about errors in data or responses from users.
System design documents; work instructions (if DIPs involve manual processing); process walkthroughs; logs of orders and DIP production; documentation of error reports and the actions taken; email alerts on failed fixity checks; alerts dashboard with variety of available problem alerts.
The objective of access management is to ensure that a user receives a usable and correct version of the digital object(s) (i.e., DIP) that he or she requested. A repository should show that any problems that do occur and are brought to its attention are investigated and acted on. Such responsiveness is essential for the repository to be considered trustworthy.
Under current configuration of access, this is the responsibility of the depositor. If a depositor alerts APTrust Staff to a problem then appropriate action will be taken in concert with the depositor. Steps will then be undertaken to reduce the possibility of recurrence. Depositors have also been provided with a number of tools to make problems readily apparent, including an alerts dashboard, a series of available reports, and email alerts. See the Definition of DIPs.
Email alerts created to identify fixity failures and successful restorations. Alerts dashboard created to identify a number of problems. Reports dashboard created to provide in depth reporting on the status of an institution’s content. Double fault deletion triggers confirmation via email.
A full list of reports and alerts available can be found at Reporting.
The APTrust technical staff’s turn around time to address problems is typically less than 24 hours when the repository is under a normal load.