LTMS Knowledge Base

LTMS Tech Support Quick Reference Guide

Published on: Mon, Aug 18, 2014 at 8:14 AM | Viewed: 1731 times.

LTMS Tech Support Quick Reference



1)  How to contact LTMS Tech Support

a)  Online at Best for non-critical¯ issues and requests.

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


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


Maximum Time for Initial Response

Maximum Time Before Escalation

Maximum Time for Resolution


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


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

1 Business Hour

3 Business


8 Business



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


2 Business Days


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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