Systems | Library | University of Waterloo

Calling Routines for TRELLIS problems

For TRELLIS emergency problems:

From 8:00 am to 11:30 am, and from 1:00 pm to 4:00pm, Monday to Friday, emergency problems should be reported to the Library Systems Help Desk at extension 2405. If it is an emergency and you encounter voice-mail please contact Davis User Services at extension 6913; they will contact Systems staff via an emergency pager.

From 4:00 pm to closing Monday to Friday, and from 11am to 11pm Saturday and Sunday, please contact Davis User Services at extension 6913; if User Services is closed please contact the Davis Library attendant at extension 6920. They will contact Library Systems for support.

Please note that only emergencies should be called in outside of Help Desk hours.

It is not an emergency...

if the problem is not repeatable, OR
if the problem is occuring on only a handful of PCs and users have other working PCs available on the same floor,OR
if the problem occurs only in a location that is now closed until the next working day, OR
if the problem is related to a remote WEB site that is not working or timing out, OR
if the problem is not occurring in the libraries at all...

In such circumstances the problem should be reported to the Systems Help Desk at extension 2405 for followup on the next working day. At this time emergency after-hours support is extended to TRELLIS only.

August 9, 2005

Systems Department

Calling Routines for TRELLIS problems