Emergency/After Hours Support Schedule
We provide after hours/emergency support any time the libraries are open other than our normal support hours. During these hours Library IT staff can be contacted at (847) 491-5639 and will be available to resolve critical failures remotely or on-site if necessary. During these hours we do NOT actively monitor problems submitted to the Virtual Helpdesk.
Types of Problems Eligible for Emergency Support
We ask that library staff exercise reasonable judgment on the types of technical problems for which they request emergency support. The types of failures that may require this level of attention would be in the Priority 1 category* such as:
- Problems that cause a critical library resource not to be available to library users.
- Problems that interrupt the ability to perform circulation of materials to users.
- Problems involving Voyager Circulation/OPAC modules on critical workstations.
- Major failures which prevent library staff from accomplishing their work.
- Any other problem which would be classified as a "Priority 1" level issue.
Non-emergency issues can be submitted via the Virtual Helpdesk and will be addressed accordingly when standard support resumes.
*Priority levels are defined here: http://staffweb.library.northwestern.edu/it/helpdesk/levels.html
Emergency/After-hours Phone - (847) 491-5639
