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SFX Down
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.
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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 = 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.
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.
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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
Notify Library staff: email UM Library staff, including dbhelp, libforum, Heads of DRMS, Research Services, ILL. Current email addresses:
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.
Primary contact: Catherine Knapp