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Technology Services
Service and Support
The Technology Services unit is available for technology service and technical support during regular hours Monday through Friday 8:30 a.m. to 5:00 p.m. If you are unable to contact any team member via their office phone, call the Technology Services emergency pager number listed in the ZSR Library Telephone Listing.
Emergency Support
The Technology Services unit provides emergency support during any time the library is open other than our normal service/support hours. During those hours, technical failures that cause an interruption to mission critical functions of the library should be reported by calling the Technology Services emergency pager number listed on the ZSR Library Telephone List.
Types of failures eligible for emergency support
- Network failures that affect service in an entire public service department or library-wide.
- Inability to access the Voyager server from Circulation and/or all public access computers.
- Interruption of Internet access that results in no access to all web electronic research databases.
- Inability to access the CD-ROM server (Silverplatter and non-web networked CD-ROMs).
- Total failure of the Pharos printing system in both Reference and ITC.
Emergency Support Procedure
- When a problem occurs, first make sure that it isn’t isolated to one computer. Also, have staff in other public service areas check to see if the problem is occurring from their computers.
- If the problem is determined to be widespread, call the appropriate technology services member during regular hours M-F 8:30-5:00. If you cannot reach any of the listed contacts, call the Technology Services pager to report the problem. Nights and weekends, call the emergency pager number.
- Be prepared to give a detailed description of the problem that has been encountered.
Service Priorities
The Technology Services unit seeks to deliver effective service and support. However, it is impossible to provide immediate response to every service request. The following guidelines have been created in an effort to categorize different levels of service priorities that identify the most urgent as the ones to be handled first. In assigning priorities, top consideration is given to problems that interrupt patron services.
| Priority | Description | Response |
|---|---|---|
| One | A problem affecting multiple public access stations, problems that prevent circulation of library materials, problems that affect the availability of any critical resources, a library-wide inability to access campus network. | Immediate |
| Two | A problem affecting a single task for multiple users. A problem that affects multiple tasks for a single user. | 24 hours |
| Three | A problem affecting a single task for a single user. | 3 days |
| Four | Request for the installation of new hardware or software, the implementation of new systems, services, or enhancements to existing systems. Support for existing functions take priority. | Schedule ahead, negotiated on a case by case basis. |