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 EDS Discovery Search 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).
  • 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.
• 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 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.
    • 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

Ex Libris promises to reply within an hour, so call or email Ex Libris if they have not responded. For more information, see 24/7 Hub System Down documentation.

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.

Note: UMass production alias: umass

Primary contact: Catherine Knapp