From: Lehman, Valerie [mailto:firstname.lastname@example.org]
Sent: Friday, December 14, 2007 10:34 AM
To: SUNYConnect LMS – Current and earlier implementers
Subject: [sunylms] After hours support – friendly reminder – ITEC holiday hours
As the semester winds down and the holidays are upon us I would like to send a reminder to all about the procedures for requesting after-hours support.
ITEC will be closed December 24-26, 2007, December 31, 2007 and January 1, 2008.
(this information can also be found on the web at: http://www.itec.suny.edu/newsletter/newsletter_vc/2007/nov20_07.htm )
I am attaching the SUNYConnect Service Communication document also for reference.
This information can also be found on the web at http://www.sunyconnect.suny.edu/service/
It is important that this information be shared with all folks responsible for library service, particularly those who will be in the library during the normal off-hours time as well as during the time that ITEC is officially closed.
As a reminder:
· Evening, weekends, and holiday support: go to http://www.sunyconnect.suny.edu/service/ and click on Evening and Weekend Support Procedures. Those procedures are repeated here:
§ Follow these procedures only for evening, weekends, and holiday support: contact ITEC staff by telephone at 716-878-4832. Follow the “off” hour instructions in the message. You will be given three phone numbers of staff members on call. Wait 10-15 minutes before calling again or contacting one of the other numbers.
When you call during evenings, weekends or holidays and merely leave a voice mail at the ITEC number, NO ONE will hear it and your request for service will not receive any attention until regular hours are resumed. You must call the numbers of staff members on call stated in the ITEC voice mail.
To expedite resolution of your issue, please provide the following information:
–The campus you are calling from
–A contact name and phone number
–The server that your library is on
–The time that that the problem appeared
–The error message that you are receiving, if any
–The service that is either not working or giving an error message (GUI, OPAC, etc.)
–Any other information that will help troubleshoot the issue
Following these procedures will help us give you the best service possible.
Thank you and wishing everyone a safe and happy holiday season and a prosperous new year.
Valerie A. Lehman
ITEC Application Support
1300 Elmwood Ave – TR200
Buffalo, NY 14222
Phone: 716-878-4832 (ITEC office)
716-878-5552 (direct, no voice mail)
716-713-6835 (cell, voice mail)