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| * **Submit a support case** in Salesforce with "System Down" as the priority level. [[https://exlidp.exlibrisgroup.com|Salesforce]] | * **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). | * 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, 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 = 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: 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 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. | * **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. | ||
| - | * 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.]] | + | * **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]] | * **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: | * Request that some or all of the following message be posted on the UMass Library home page: | ||
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| * Submit a Web Help Request to remove Library homepage message. | * Submit a Web Help Request to remove Library homepage message. | ||
| * Post to LibWire that SFX access has been restored. | * Post to LibWire that SFX access has been restored. | ||
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| - | Note: UMass production alias: umass | ||
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| //[[cknapp@library.umass.edu|Primary contact: Catherine Knapp]]// | //[[cknapp@library.umass.edu|Primary contact: Catherine Knapp]]// | ||
