SFX Down

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. See Library web site instructions for posting a notice for scheduled maintenance below.

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.

  • Check ExLibris Cloud Status http://status.exlibrisgroup.com/ for known service interruptions, scheduled maintenance, etc. Our server is SFX NA05.
  • 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 24x7hub@exlibrisgroup.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
    • Request that some or all of the following message be posted on the UMass Library home page:
      • Date/time (e.g.: Sunday, 11/8/15 1:00 a.m.-4:00 a.m.): E-Journals search, Citation Linker, UMLinks buttons linking to e-resources, and SFX menus may be unavailable. Databases, UMA WorldCat and the 5 College Catalog will be available to search directly.
      • If urgent call Josh to notify him that ticket has been submitted, 5-3972 (or Ian, 5-6371)
  • Notify Library staff: email UM Library staff the message above at libforum-l@library.umass.edu

Ex Libris promises to reply within an hour, so call or email Ex Libris if they have not responded. For more information, see the ExLibris 24×7 Down System Support FAQ at W:\DEPARTMENTAL_FOLDERS\Acquisitions\SFX_Project\Version_4_Manuals.

When ExLibris notifies us that SFX has resumed functioning and it is so, send an email notifying libforum-l@library.umass.edu and a Web Help Request to remove Library homepage message.

Note: UMass production alias: umass

Primary contact: Catherine Knapp

sfx_down.txt · Last modified: 2015/11/09 08:37 by cknapp
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