LTMS Knowledge Base

LTMS Tech Support Quick Reference Guide

Published on: Mon, Aug 18, 2014 at 8:14 AM | Viewed: 993 times.

LTMS Tech Support Quick Reference

 

 

1)  How to contact LTMS Tech Support

a)  Online at http://support.lib.ttu.edu. Best for non-critical¯ issues and requests.

b)  Phone (806) 742-2323 (Library faculty/staff use only.)  Best for critical issues (see Description below).

c)  Libraries.itsupport@ttu.edu

d)  In person (in room 210) if all other forms of contact have been attempted

 

2)  Patron Tech Support

a)  TTU Library does not currently offer tech support directly to patrons.  Patrons may be able to receive assistance from IT Help Central at 742-HELP (4357).

 

3)  Planned Outages/Maintenance

a)  All LTMS scheduled maintenance will be done only on the third Saturday and Sunday of the month (except during finals) from 12:00 am to 8:00 am.  During this time, IT services/resources may not be available.

 

4)  Library Faculty/Staff Employment Changes

a)  After a new employee has received an eRaider account, their supervisor should request setup of N: drive and any necessary technology resource access privileges (i.e. SharePoint, Drive Shares, etc).

 

5)  User/Customer Responsibilities

a)  Please regularly backup your data.

b)  Please abide by the Library Policy: Changes to Technology Use or Location.

c)  Please notify LTMS at least two weeks before any planned Library events requiring LTMS assistance.

 

 

Priority Level

Description

Maximum Time for Initial Response

Maximum Time Before Escalation

Maximum Time for Resolution

Critical

The outage/failure of an entire mission-critical service or resource without a workaround available.  Outside of normal business hours of operation, phone calls made to 742-2323 may be forwarded to the on-call phone.

30 Minutes

2 Hours

6 Hours

High

An outage/failure of a service or resource that is inconvenient, but a workaround is available.

1 Business Hour

3 Business

Hours

8 Business

Hours

Normal

Any day-to-day hardware or software failure, or requests where many workarounds are available, or it is possible for the user to wait a business day or two for resolution.

4 Business Hours

8 Business

Hours

2 Business Days

Low

Something that does not prevent a user from doing their job.

2 Business Days 

5 Business Days

10 Business Days

 

 

For more detail please reference the full Service Catalog located at:

http://knowledge.lib.ttu.eduand search for Service Catalog

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