Support Center Urgency Levels

When a request/question is sent to the PALS Support Center, customers are required to set the urgency of the request before it can be sent. The chart below gives descriptions for the four possible urgency levels and the response time that may be expected for each.

Urgency Levels are used by the PALS Support Specialists to manage workload and to set priorities each day. As much as possible, the Support Specialists use the ‘first-in, first-out’ method within each Urgency Level. Customers can help the PALS staff by selecting the Urgency Level most appropriate for the request/question. When a request is received with an Urgency Level that is not appropriate for the problem, the Urgency Level may be reassigned to another Urgency Level by the Support Specialist to whom the request has been assigned.

PALS Support Center Urgency Levels

LEVEL 1

Site Down/Software Not Responding

The entire system or a module is down, either for one or more libraries.


Goal: Provide a response within 4 hours.

LEVEL 2

Major Functionality
Problem

Major functionality is disrupted and prevents normal work.


Goal: Provide a response within 4 business hours.

LEVEL 3

Minor Functionality
Problem

Functionality loss affects normal work; work is still able to be completed


Goal: Provide a response within 5 business days.

LEVEL 4

General Questions

Problems or questions that don't match the descriptions of the other levels, such as "how to" questions, installation and configuration queries, or documentation questions.


Goal: Provide a response within 5 business days.

LEVEL 1
Site Down/Software Not Responding

Urgency Level 1 means that the entire system or a module is down, either for one or more libraries. No work can be done by your staff, and/or the Web OPAC is unavailable. Data integrity may be compromised and work in progress may be lost.

To help us efficiently track the problem please enter a request. If multiple modules are affected, choose one of them as the Product/Subproduct when entering your request. Then, follow up with a phone call to the PALS Support Center phone number (507-389-2000), explain that it is an emergency and provide the dispatcher the Support Center request number, if you have one.

Examples of Level 1 questions:

  • Cannot connect to the server through the staff client or through a web browser, or server is not responding
  • EZproxy down

You can expect that Urgency Level 1 problems will be investigated as soon as the PALS office becomes aware of the problem. If this is an entire system outage, email messages will be sent to the PALS mailing lists. Our goal is to respond within four hours after first notice of the problem, with confirmation and the status of the problem.


LEVEL 2
Major Functionality Problem

Urgency Level 2 means that major functionality is disrupted and prevents normal work. The problem does not prevent using other features in the current module, nor does it prevent using other modules.

Examples of Level 2 questions:

  • Cannot load client software
  • Self-Check is not working
  • A major function of the software is not working

You can expect that Urgency Level 2 problems will be investigated as soon as the PALS Office becomes aware of the problem within normal business hours. Our goal is to respond within four business hours after first notice, with confirmation and the status of the problem.


LEVEL 3
Minor Functionality Problem

Urgency Level 3 means that functionality loss affects normal work. You are still able to get your work done. For most Urgency Level 3 problems, a work-around may exist or one may be developed while researching and testing. The problem does not prevent using other features in the current module, nor does it prevent using other modules.

Examples of Level 3 questions:

  • Patrons are not being blocked
  • Not getting correct error messages in OPAC
  • One person cannot connect to EZproxy

You can expect that Urgency Level 3 problems will usually be investigated within three business days. Our goal is to respond within five business days after first notice, with confirmation and the status of the request.


LEVEL 4
General Questions

If your problem or question does not match the description of Urgency Levels 1, 2, or 3, you can submit it with Urgency Level 4. This level typically consists of “how to” questions, installation and configuration inquiries, enhancement requests, or documentation questions.

Examples of Level 4 questions:

  • Request to modify local reports or letters
  • Adding automated jobs to job list
  • How to modify a configuration table

You can expect that Urgency Level 4 problems usually will be reviewed within five business days. Our goal is to respond within five business days after first notice, with confirmation and the status of the request.


ESCALATION

When reviewing questions in the PALS Support Center, customers may see some requests that fall outside our goals to provide a satisfactory response. If expectations are not being adequately satisfied, customers may escalate the issue by one of the following methods:

  • Enter additional information to the existing problem request in the PALS Support Center.
  • Contact the Support Specialist assigned to your specific request, by calling the PALS Support Center phone number (507-389-2000).