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

Question

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

Answer

1. Create a new support case with priority "System Down".
   If you have no access to the Support Center, please send a mail to the 24x7 hub (pq-24x7_hub@clarivate.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:

• For local environments: access should be open to Ex Libris Offices' IP Addresses and more information can be found in Server Access for Ex Libris

• To view our current system status please see our System Status page. 

• Article last edited: 8-Aug-2022