UC Berkeley Alma/Primo VE system down and component down procedure

Definitions:

System down: Alma and/or Primo VE (UC Library Search) is unavailable, offline or not operational. This could be planned (communicated by ExL in advance of  the system down) or unplanned (discovered by staff).

• Example: UC Library Search is down
• Example: Alma is unavailable

Component down: An individual module, functionality, or compartmentalized aspect of the system is unavailable, offline, or not operational. 

• Example: UC Library Search “UC Libraries” facet is missing
• Example: Analytics is not operational
• Example: Metadata editor is not operational

Emergency: An emergency would happen in the instance of UC Library Search or Alma being unavailable, offline, or not operational. Fulfillment features related to check in or patron services may also constitute an emergency. Patron/user access and communication is the most important aspect of an emergency.

Non-emergency: A critical situation, but that does not directly affect patrons/users. This could either be system down or component down.

Primary contact: The Systems and Discovery Services Librarian is the primary contact for Alma/Primo VE. If they are not available, the Systems and Discovery Metadata Analyst is the backup. The Director of Library IT should also be included on tickets and can serve as a backup if the other primary contacts are not available. All three individuals should be cc’d on tickets.

Current contacts:

• Jackie Gosselar, Systems and Discovery Services Librarian (gosselar@berkeley.edu)
• Lynne Grigsby, Division Head of Library IT (lgrigsby@berkeley.edu)
• Steven Chong, Systems and Discovery Metadata Analyst, Library IT (stevenchong@berkeley.edu)

Resources:

Alma/UC Library Search Problem Reporting Pathways for Library Staff

SILS System/Component Down Communication Path

Staff notification best practices:

1. Clearly define the issue
2. Include timeline, including when the issue was reported and expected resolution (if known)
3. Include “what can I do?” information
4. Provide updates to the issue, when known. Continue to include “what can I do?” section and timeline information.