NOW LIVE! Client Services - Tooling Upgrades for Product Support & ImplementationNOW LIVE! Client Services - Tooling Upgrades for Product Support & Implementation

Upgrade completion update:

• as of Tuesday, November 28th 12 pm CET
  • The new Pure Client Community is live. support.pure.elsevier.com redirects to the new landing page.
  • You can find an overview of its functionality and how to access it here
    • In case you do not have Elsevier ID+ set up yet, use your primary work e-mail address and follow the short first-time user activation steps
    • Your previous JIRA password is no longer valid
    • If you are still having issues getting access, please consult this guide
  • Current and historic cases logged by you and your institution's colleagues are accessible 
  • The Pure Client Services team has sent notifications to all end-users. You can log in now. 
  • For any issues with access, you can continue sending e-mails to  pure-support@elsevier.com 

Please take note of our cutover and migration plan as it explains how Pure Support will be available to you during the short transition period:

• Monday, November 27th
  • Please continue submitting issues and updates via e-mail to pure-support@elsevier.com 
  • You can still read-only your JIRA issues
  • Pure Help Center - The new documentation hub is already available. The former Confluence Wiki link doc.pure.elsevier.com is now redirected to helpcenter.pure.elsevier.com. Existing documentation is still accessible in read-only mode here (for a short period to allow for final validation that all relevant content has been migrated).

• Friday, November 24th
  • Until 10 am CET – Pure Support requests can be logged in JIRA at support.pure.elsevier.com
  • 10 am CET – JIRA was locked, and all open and closed issues will be migrated to the new Pure Client Community platform
  • You can still read-only your JIRA issues and reach us with any urgent requests and updates by sending an e-mail to pure-support@elsevier.com while we are migrating the data. JIRA issues will no longer be updated.

Pure Product Specialist Phone Support availability remains unchanged as follows:

• Pacific, Australia, Asia
  • Phone: +65 6 349 0134
  • Mon-Fri (excluding local holidays): 9 am to 4 pm SGT (Singapore time)

• Europe, Middle East & Africa
  • Phone: +45 77 88 79 79
  • Mon-Fri (excluding local holidays): 9 am to 4 pm CET (Central European Time)

• Americas
  • Phone: +1 (646) 746-6409
  • Mon-Fri (excluding local holidays): 9 am to 4 pm EST (Eastern Standard Time)

Here is what is changing: 

Pure Client Community & Help Center will replace Confluence Client Space (Wiki) and JIRA

To facilitate a more holistic end-to-end view of all your communication with us, the broader Pure Product Support community will join their Pure Solution Engineering & Client Consultant colleagues in using Salesforce.com to manage all technical support, product & account management-related queries on one platform. All customer-facing staff will use the same platform and share insights directly. 

Client Services will offer the following two solutions and functionality: 

• Client Community for authenticated Pure Administrators to 
  • Submit Support questions, bugs, and improvement ideas 
  • Access case history (including issues logged in JIRA originally) 
  • Engage with your peers and Product Management in User Group discussions 
  • Stay up to date on announcements, changes, webinars, and the Pure Conference 

• Help Center - publicly available to all Pure users with 
  • Pure Documentation currently published on Client Space 
  • Release Notes 
  • Webinar recordings 
  • Knowledge Base Articles currently stored in Jira as KBs 

We decided to make Pure Documentation & Knowledge and release notes publicly accessible to allow all users unrestricted access. 

Please stay tuned for detailed functionality descriptions, screenshots, and how-to guides that will be published well before the planned go-live on December 1st.   

Project Management tools for Pure Implementation & Consulting 

Our Pure Implementation Consulting & Setup projects will benefit from a new project management solution called monday.com. This change will mainly impact new clients but also customers upgrading or extending their existing Pure instances. We are gradually introducing the new tool for all projects by the end of the year. The initial feedback has been very positive: Clients participating, pilot projects in particular, appreciate the complete visibility of project plans and assigned tasks, as well as the option to contribute and exchange documents directly in monday.com 

Should you have any current or upcoming projects, your Pure Implementation Manager will directly walk you through any changes.  

What will not change? 

• The way you use and access Pure as a product, solution, and service itself is not changing 
• The experienced Pure Product Support team based around the globe will continue to receive and respond to your questions, supported by Product Management, Profile Refinement Services, Engineering, Infrastructure, and other experts. 
• The contractually agreed service levels, scope, and response time will remain in place. 
• Documentation currently published on Client Space will be transferred to the Client Community & Help Center pages.

How will the change impact you 

• At go-live, you will receive an invitation to join the salesforce.com-powered Pure Client Community and create an ID+ log-in (unless you already have a log-in for other Elsevier products). This login will replace your JIRA & Client Space credentials. 
• Confluence Client Space (Wiki) content will be migrated to and accessible in the Client Community & Help Center. 
• Product Support cases, bugs, and improvement requests will be submitted through the Client Community. 
• The current regional and subject matter user groups will be transferred to the Client Community and associated existing wiki documentation stored on URL-access-restricted Help Center pages. 
• As Confluence Client Spaces will be deprecated, all Implementation Project Wiki spaces will be archived, and clients will lose access. 

We are excited to serve you through upgraded technology solutions. Naturally, we will make the transition as smooth as possible and keep disruption to Pure clients to a minimum.

Should you have any questions or concerns regarding the plans, please contact the Pure Support team.