General FAQ

Can access be set up by IP or proxy link? 

Yes, both of these authentication methods are supported on the VitalSource Explore platform. 

I have not used VitalSource Explore before – how long should I expect set-up to take? 

If you have never used VitalSource Explore as an institutional platform before, it takes around 14 days/10 working days for set-up. If you already have a VitalSource Explore integration, we will be able to add the collection to your existing holdings within two working days. 

What kind of support is available for libraries once they sign up? 

Sage Catalyst is sold directly from Sage, and via the VitalSource sales team in selected territories. If you purchased access from your Sage representative, please contact them in the first instance detailing what the problem is, with screenshots if possible. If you purchased access from a VitalSource representative, then please reach out to their support team directly. 

What kind of support is available for users once they sign up? 

End-user support is available via the link from within BookShelf: https://support.vitalsource.com/hc/en-us which leads to: https://support.vitalsource.com/hc/en-us/requests/new. It’s possible to request a password reset from outside Bookshelf, using your University email address. 

Who will invoice me? 

Customers in most territories will receive their invoice from Sage directly.

What is the cost of Sage Catalyst? 

You will be charged a subscription fee, before the start of access, which will cover all your use for a year. We price based on the country you’re in and the size of your institution. For a customised quote for your institution, please contact your Sage or VitalSource representative. 

I have further questions, who should I ask? 

Your Sage Institutional Account Manager can help you with any further questions. 

EMEA: Kathleen Schutter Kathleen.schutter@sagepub.co.uk 

Middle East: Charith.Shetty@sagepub.co.uk 

Asia-Pacific: Ivy.Yeo@sagepub.co.uk