Support
ScholarOne´s mission is to provide Manuscript Central users professional, knowledgeable and courteous support in a timely manner, and we have developed our systems and processes to meet that goal, providing industry-leading support:
Get Help Now
To assist users in becoming proficient in Manuscript Central, ScholarOne developed the Support Central Website, which serves as the primary interface for User Support, providing access both to our proprietary, interactive FAQ Knowledgebase and the personal assistance of our dedicated Support team. Our FAQ Knowledgebase allows users to easily search using natural-language queries and displays answers to the most commonly asked questions. Additionally, role-specific tips and tutorials are offered for authors, reviewers, editors, and administrators.
Support Center
ScholarOne provides personal attention to users´ issues, and is staffed 24 hours a day Monday through Friday, with continual caseload monitoring to ensure peak-time coverage. In addition, our on-call Support Technicians respond promptly to weekend phone messages regarding urgent issues. ScholarOne employs a three-tier case management protocol to ensure timely and appropriate responsiveness to the full scope of user questions.
Customer Successes
We looked very closely at nearly every peer review system out there. Manuscript Central from ScholarOne was the clear choice. They not only have a superior product, but just as importantly, the quality of their customer support put them over the top.
Mary Ann Liebert, Inc.