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.
• Contact Ex Libris
  • 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, 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.
  • 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.
  • For more information, see 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 Web Help Request on LibWire
  • Request that some or all of the following message be posted on the UMass Library home page:
    • 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, 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; kzdepski@library.umass.edu; jfriedman7@umass.edu
• Post to Libwire
• When ExLibris notifies us that SFX has been restored, and SFX has been tested,
  • Send an email to the Library staff above.
  • Submit a Web Help Request to remove Library homepage message.
  • Post to LibWire that SFX access has been restored.

Note: UMass production alias: umass

Primary contact: Catherine Knapp