Differences

This shows you the differences between two versions of the page.

--- sfx_down [2018/04/23 13:49]
cknapp
+++ sfx_down [2019/02/13 17:10]
cknapp
@@ Line 5: / Line 5: @@
    * **Check ExLibris Cloud Status** [[http://status.exlibrisgroup.com/|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. [[https://exlidp.exlibrisgroup.com|Salesforce]]
+   * **Contact Ex Libris**
+      * **Submit a support case** in Salesforce with "System Down" as the priority level. [[https://exlidp.exlibrisgroup.com|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).
-          * 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.
+          * 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, 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.  E-mail 1 = anyone you want as backup to handling support cases.  Submit.  Note: UMass production alias is "umass"
-   * **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.
+      * **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.
+      * **Call ExLibris**: If you don't get a response to your support case within the hour response time promised by Ex Libris, 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]]
+      * **For more information,** see [[https://knowledge.exlibrisgroup.com/Cross_Product/Support/24X7_Support/24X7_Hub_System_Down_Support_FAQ | 24/7 Hub System Down documentation.]]
+   * **Library web site post instructions**: If access is not restored in a few minutes, or for future scheduled maintenance, submit a Web Help Request ticket [[https://intranet.library.umass.edu/intranet/SupportDesk/view.cfm?MenuID=27|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 pm): Apologies! We are working to restore E-Journals search, Citation Linker, SFX, and UMLinks buttons linking to e-resources. Discovery Search, Databases, and the 5 College Catalog are available.
+                * SFX Down Banner for Systems: "E-Journals search, Citation Linker, SFX, and UMLinks buttons linking to e-resources are currently down. We are aware of the problem and are working to resolve the issue. Discovery Search, Databases, and the 5 College Catalog are still available.".
                 * For scheduled maintenance:  (Date, time period for scheduled maintenance, e.g. Sunday, 11/8/15 1:00 am-5:00 am) Due to scheduled maintenance, access will not be available to E-Journals search, Citation Linker, SFX, and UMLinks buttons linking to e-resources. Discovery Search, 5 College Catalog, and Databases are available to search directly.
                 * If urgent call Ian (5-6371) or Josh (5-3972) to notify that ticket has been submitted.
-   * **Notify Library staff**: email UM Library staff the message above at libforum-l@library.umass.edu and dbhelp@library.umass.edu
+   * **Notify Library staff**: email UM Library staff, including dbhelp, libforum, Heads of DRMS, Research Services, ILL. Current email addresses:
+          * dbhelp@library.umass.edu; libforum-l@library.umass.edu; kgberry@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 [[https://knowledge.exlibrisgroup.com/Cross_Product/Support/24X7_Support/24X7_Hub_System_Down_Support_FAQ | 24/7 Hub System Down documentation.]]
+   * **Post to Libwire**
+   * **When ExLibris notifies us that SFX has been restored, and SFX has been tested,**
-When ExLibris notifies us that SFX has resumed functioning and it is so, send an email notifying libforum-l@library.umass.edu and dbhelp@library.umass.edu, and a Web Help Request to remove Library homepage message.
+          * Send an email to the Library staff above.
+          * Submit a Web Help Request to remove Library homepage message.
-Note: UMass production alias: umass
+          * Post to LibWire that SFX access has been restored.
 //[[cknapp@library.umass.edu|Primary contact: Catherine Knapp]]//