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Library Administrative Manual

3.14 Library Systems Service and Support Policy and Procedures

I. Service Categories

  1. Requests for service fall into two broad categories: immediate and routine.
    1. Immediate requests include:
      1. repair of existing equipment (hardware, software or network) essential for normal library operation; or
      2. an upgrade or new installation that is deemed urgent by the University Librarian or the Head of Systems and Collection Management Services. The request for immediate processing must be communicated to Library Systems by one of the above personnel.
    2. Routine requests include:
      1. non-critical installation, repair, or upgrade of hardware or software; and
      2. new requests for network connections.

NOTE: All requests, whether immediate or routine, have some degree of urgency and will be prioritized. See Part II for service priority guidelines. Library staff can improve service by reporting problems promptly, giving an accurate statement of the request, and routing the request to the proper service point.

II. Service Priority

Systems' foremost responsibility is to maintain the integrity of the Library infrastructure. This responsibility incorporates several categories of machines.

They are all public InvestigatorPlus machines, Library servers (InnoPac, cd-rom network, and Web), other public workstations (Lexis-Nexis and other stand-alone stations), system terminals (Ariel, OCLC), faculty/staff office/departmental machines, and other peripherals such as printers, barcode readers, scanners.

When a call for service comes into the Library Systems' HOTLINE (x86005), the impact upon Library operations is evaluated according to the priorities listed below. If the impact is severe, it is moved to the top of the work queue. Other problems are rated by the activity of the machine or the user. Problems with an equal priority are resolved in the order received. These items are prioritized as follows (a=highest, h=lowest priority):

  1. entire system (INNOPAC, CD-ROM network, Campus network) down
  2. 50-100% of public machines at a location are down
  3. Rooms 426A and 434 including demonstration equipment
  4. administrative systems are down (budget and personnel)
  5. less than 50% of public machines are down
  6. a faculty/staff machine is down
  7. one machine is partially functional or staff member's email is down
  8. software problems not affecting system integrity (i.e., bug reports, intermittent system software errors)
  9. software consultation, load new software, move machine, add/install new equipment.

In order to accommodate as many service points as possible, little or no onsite repairs will be performed. Library Systems staff will make onsite diagnosis of a problem and perform quick repairs, such as replacement of a mouse or keyboard. However, machine repairs that require major parts replacement or complicated diagnostics will be removed and repaired in either the Library Systems offices or the Computing Services Hardware Support Unit.

III. Software Support

See the Library Software Support Policy for instructions and guidelines for requesting software. This policy statement contains a list of approved basic software for several categories of users.

Library Systems staff will support approved packages which are not supported by Computing Services and CET to the extent that specialized knowledge of the software is available. Library Systems may occasionally refer questions to other campus individuals who have greater expertise.

IV. Library Classrooms, 426a and 434

  1. Problems with Individual Machines: call the Reference Office (x82187) and identify the machine and the identifiable problem. The Reference Office will be responsible for the initial triage of machine problems. If the problem cannot be resolved, a "Temporarily Off Line" sign will be placed on the keyboard and a report will be made to the Library Systems' HOTLINE.
  2. Problems with All Machines: call the Library Systems' HOTLINE (X86005).

V. Response Time

The primary responsibility of Library Systems is to maintain the essential systems of the Library (INNOPAC, non-InvestigatorPlus public terminals). The second priority is to maintain the functioning of currently installed administrative, faculty, and staff equipment. The third priority is consideration of new requests. Therefore, completion dates will be determined individually, in consultation with the requester, the appropriate Division Head, and Library Systems staff.

Once a call comes into the HOTLINE, it will be logged and a work order number assigned, and it will be prioritized. If the problem cannot be resolved in 24 hours, the person reporting the problems will be contacted on the next business day. At that time, the requester will be given an estimated response time as to when Systems staff will be able to respond to the problem.

Parts shortages and other unforeseen circumstances often introduce delays. If a repair will take significantly longer than originally estimated and communicated, the affected unit will be notified and a replacement machine may be provided.

Installation priorities will be determined by the volume and type of equipment and will be coordinated with appropriate Department and Division Heads.

VI. User Responsibility

At times, failures are traced back to software installations or recent modifications made to the machine by the user. It may be difficult to diagnose and repair computer problems if there have been changes to the hardware, software or network configuration.

Library Systems recommends and supports a particular hardware and software configuration for each of the library machines. Departures from this configuration are permitted, but must be coordinated with Library Systems staff. Individuals who wish to install additional hardware or software on a machine should coordinate the changes prior to making them. Resolution of problems resulting from users improperly installing software or hardware, will be given low priority.

VII. Procedures

  1. Immediate Requests

    Call the Library Systems' HOTLINE at extension 86005 and report the problem. Be prepared to provide:

    • Your name, phone, location and email address
    • Time and date
    • Type of machine
    • Description of the problem. Be as precise as possible. If possible describe what actions let up to the problem.
    • Indicate if this is the first report, a repeat request or a persistent problem (i.e., this has been reported and fixed recently).
  2. Routine Requests

Use the Library Systems' HOTLINE at extension 86005 for the following service requests: new installations, loading new software, moving equipment, software bug reports, software upgrades, and new network connections. Requests in person or by email will not be accepted.

Library Systems welcomes suggestions for possible improvements in service efficiency and will review procedures and implement changes as necessary.

Approved by LMT: Date

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