PALS Support Center Guidelines

Do use the PALS Support Center:

• If you have not previously used the PALS Support Center, you may request a user name and password here.
• Your initial username is the email address that we have on record for you. Your password is your last name (all lowercase letters).

• If you forget your password, you can request that it be sent to you by email from the logon page of the PALS Support Center.

• Check Online manuals from the PALS home page, the ExLibris Documentation Portal, and Help within the Aleph client.
• Check with your Systems Librarian.
• Check the Answer feature of the PALS Support Center.
• Check the archives of the PALS discussion lists. Information on how to sign up for these lists can be found here.

• Please enter separate requests for each question or problem. This allows the specific question to be directed to the appropriate Support Specialist.

• Select appropriate Product and Subproduct.
• Provide examples of the problem.
• Record ID numbers, ex. Bibliograhic/Holding records, Item/Patron barcodes.
• Screen shots.
• Document the process you were using.
• Text of error messages.
• Can the problem be duplicated? on more than one PC?
• When did the problem first start occurring and with what frequency?

• 1 Site down/Software Not Responding.
• 2 Major Functionality Deterioration.
• 3 Some Functionality Deterioration.
• 4 General Question.

• Enter the problem as “Urgency level 1 -System Down Reports” in the PALS Support Center.

• Record the reference number.
• Call the PALS Support Center phone number (507-389-2000) immediately.

• During PALS office hours (8-4:30 M-F) provide the dispatcher the Support Center Reference number & explain that it is an emergency.
• After office hours follow the instructions provided on the voice message.

• Please do not email the discussion lists or staff directly. Email is not regularly monitored during off hours.

• If you want to discuss a problem with one of the PALS Support Specialists on the phone.
• Enter an initial request in the PALS Support Center, including some basic information on what you wish to discuss.
• Include hours you might be available for a conversation
• Record the reference number 
• Call the PALS Support phone number (507-389-2000). Provide the reference number of your Support Center request to the dispatcher and ask to speak with the Support Specialist assigned to your request. If the person is available you will be connected. If not, they will return your call during one of the times you have indicated you are available.