Here are preliminary details of the support SCLS will be offering during the Koha Go Live period.
Hours of Support
Beginning January 17, 2011 we will offer ILS support from 8am to 9pm M-F for the first 4 weeks following Go Live. We will also provide support on Saturdays through February 12, but the hours have yet to be set. ILS Staff will be answering the ILS Help Desk phone during all of these hours.
On Site Support
On the first week of Go Live we plan to have an SCLS staff member visit every library to provide on-site assistance. We will do this beginning Monday, January 17. In order to help us plan this, please read the Important Go Live Details blog post and complete the form indicating when you will be open by the end of the day, December 17.
We will have a LibLime employee on site at SCLS headquarters on January 17 and 18 to assist with resolving any problems with the system that might occur. Hopefully there will be no serious problems, but it will be nice to have this support should we need it.
The ILS web site "Get Help - ILS Support" page will have the details you need to report problems. Right now the only thing that is on there is the ILS Help Desk phone number. We will have the support forms in place prior to the transition from Dynix to Koha.
Go Live Triage
During the first few days following go live, we may need to prioritize problems if the volume is high. We may not be able to resolve everything in those first weeks. We have tracking systems in place that will allow us to do this and we can assure you that no issues will be lost or forgotten even if we can't get to them right away.