Q. How does OpenAthens support its customers and ensure reliable service?

Answer...

OpenAthens is designed around customer-centric reliability and trust. The service is trusted by libraries and organisations worldwide, with 92% customer satisfaction and support available up to 20 hours a day.

From onboarding to day-to-day use, OpenAthens focuses on delivering a strong customer experience alongside secure access to digital resources. Its services are built using security-by-design principles and operate within a federated single sign-on trust model, where libraries, publishers, and users each play a role in maintaining secure access.

OpenAthens follows the OWASP Software Assurance Maturity Model (SAMM) to continuously improve its software security practices and holds ISO 27001 certification. Personal data is protected behind firewalls, encrypted in transit, and regularly tested through penetration testing to guard against cyber threats.

This combination of expert support, strong security standards, and ongoing service improvement underpins OpenAthens’ reputation for delivering a reliable, customer-focused access management service.