Instructions for reporting SFX failures to ExLibris and the UMass Libraries community. When any SFX component affecting end-users is not functioning, including the A-Z list or SFX menus, there are specific reporting procedures.
Diagnosis: When SFX is down, UMLinks to electronic resources do not function, the ejournals A-Z list is unavailable, and menus linking to electronic resources will not display. Databases may be searched directly, and UMA WorldCat and the Five College Catalog are available.
Submit a support case
in Salesforce with “System Down” as the priority level. Salesforce
You need a personal username and password to submit a support case. If unable to send a support case, send an email to email@example.com and call the ExLibris 24/7 hub (see below). Provide your name, name of institution, a phone number where you can be reached, say that SFX is the product, and describe the problem.
Call ExLibris: If you don't get a response to your support case within an hour, call the ExLibris 24/7 Hub, explaining which components of SFX are down and provide the number of your support case. 1-877-445-5693.
Library web site post instructions
: If the issue will not be cleared up quickly or for scheduled maintenance, submit a Web Help Request ticket Web Help Request on LibWire
Notify Library staff: email UM Library staff the message above at firstname.lastname@example.org and email@example.com
Ex Libris promises to reply within an hour, so call or email Ex Libris if they have not responded. For more information, see ExLibris system down documentation.
When ExLibris notifies us that SFX has resumed functioning and it is so, send an email notifying firstname.lastname@example.org and email@example.com, and a Web Help Request to remove Library homepage message.
Note: UMass production alias: umass
Primary contact: Catherine Knapp