Changing to Cell Phone
After using a pager to monitor after hours support calls, the SCLS Tech Team will be moving to a cell phone! The cell phone will provide SCLS staff with more flexibility and the opportunity to do some support right from the phone. The After Hours support number will be changing on July 1, 2016. We will provide updated "SCLS Technology & ILS Support" cards with the new phone number prior to the transition. When library staff call the new number, they will be prompted to leave a Voice Message with a brief description of the problem. SCLS staff should respond within 15 minutes (whenever possible).
Clarified Expectations
SCLS Technology staff have reviewed the entire After Hours support procedure. We have now clarified the following:
Hours of Support
- M-F 7am to 8:30am AND 5pm to 10pm
- Saturday 8am to 7pm
- Sunday 11am to 6pm
- No holiday coverage for major holidays when all libraries are closed
- There will be coverage on holidays when some libraries may be open (MLK Day, Day after Thanksgiving, Christmas Eve, New Year’s Eve)
What is "Pageable"
Libraries may contact SCLS for After Hours support for urgent issues. "Urgent" issues are down-time and serious response time issues with system-wide or building-wide services, not an issue with a single PC, or a single self-check. There are two exceptions that are not supported for After Hours: GetIt and Crystal Reports.
What Will be Fixed
After Hours staff will make reasonable efforts to restore down systems or systems with serious response time issues. There may be situations in which a system cannot be restored until regular business hours.
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