Differences

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--- sfx_down [2018/04/23 13:43]
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+++ sfx_down [2018/04/23 13:49]
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           * 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).
           * Salesforce SFX Support Case: Asset = University of Massachusetts SFX; Affected Environment - Production Environment; Priority = System-Component Down; Database Collection = SFX Down; Title = SFX Down; Description = Provide your name, name of institution, a phone number where you can be reached, say that SFX is the product, and describe the problem.  E-mail 1 = dbhelp@library.umass.edu.  Submit.
-   * **If you do not have access to Salesforce, send an email to 24x7hub@exlibrisgroup.com** Provide your name, name of institution, a phone number where you can be reached, say that SFX is the product, and describe the problem.
+   * **If you do not have access to Salesforce, send an email to 24x7hub@exlibrisgroup.com** Use subject line "SFX System-Component Down". Provide your name, name of institution, a phone number where you can be reached, say that "SFX hosted" is the product, and that our server is SFX NA05. Describe the problem, including exact error messages and any relevant details.
    * **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 [[https://intranet.library.umass.edu/intranet/SupportDesk/view.cfm?MenuID=27|Web Help Request on LibWire]]