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    What procedure should be followed to alert Ex Libris of a system down?

    • Article Type: Q&A
    • Product: Cross-Product

    Question

    What procedure should be followed to alert Ex Libris of a system down?

    Answer

    1. Create a new support case with priority "System-Component Down".
      If you have no access to SalesForce, please send a mail to the 24x7 hub (24x7Hub@exlibrisgroup.com). Please indicate in the email that you are not able to open a case.
    2. Provide information about the product, environment and server impacted.
    3. Describe the issue, including exact error messages and any details that may help Support diagnose and resolve the issue.
    4. For local environments, ensure access is open to all Ex Libris IPs (see link below)
    5. Be sure to provide contact information.

    Additional Information

    Contact details for the 24x7 hub

    By phone:
    North America: 877-445-5693, press 9
    Outside North America: 800-4444-3374, press 9

     

    Article last edited: 17-May-2016

     

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