What to do when Alma or Primo unexpectedly go down.

Question and Answer

What does it meant to be down:

Cannot provide essential services to customers
- Alma: Cannot get into Alma, cannot complete fulfillment at desk
- Primo: No results, endless loading of page

What do if system seems to do down unexpectedly?

Library-wide
- Normal business hours: submit a ticket to helpline
- Off hours escalate to Ex-Libris
AIS
- Troubleshoot
  - Is it a network or Shibboleth problem? (it.arizona.edu, uaccess.arizona.edu)
  - Try different browser, clearing cookies/cache
  - Try opening from full link instead of desktop shortcut
  - Check other UA websites
  - Ask others
- Contact Mona or Michelle if available
- If not go to supervisor
  - If no sup on duty, go to next step
- Send out an email to notify the department which system is down
- Person in charge can escalate to Ex-Libris
  - Check the status of our systems- is there a problem already documented?
    - http://status.exlibrisgroup.com/
    - Alma: NA01
    - Primo: MT NA05
  - Contact ExLibris 24/7 hub to report: 24x7hub@exlibrisgroup.com or 877-445-5693, press 9
    - Indicate you cannot open a case and do not have access to the Support Portal
    - Include Product (Alma or Primo), environment (Production) and Server (NA01/MTNA05)
    - Include any error message or additional details
    - https://knowledge.exlibrisgroup.com/Cross_Product/Knowledge_Articles/What_procedure_should_be_followed_to_alert_Ex_Libris_of_a_system_down