Emergency Support Procedures
Are you a BiblioCommons Library Partner experiencing an emergency?
Log in to the Partner Portal to submit an emergency support ticket. This is the fastest way to report an emergency issue.
If you are unable to login to the Partner Portal or don't have access to submit tickets, please call us and press 1 to report an emergency issue:
- +1 647 436 6381
- +1 855 436 6381 (Toll-free: North America)
- +1 800 074 052 (Toll-free: Australia)
- +08 00 44 02 86 (Toll-free: New Zealand)
What constitutes an emergency?
For emergency issues, dedicated BiblioCommons teams are available 24/7 to provide immediate support. BiblioCommons defines the following as highest priority emergency issues:
BiblioCore
- Complete site outage
- Complete or substantial outage for circulation functionality (availability, holds, renewals)
- Complete or substantial outage of BiblioCommons functionality (search, login, registration)
BiblioWeb
- Complete site outage
- Complete or substantial outage of primary site functionality (footer, search, login, hours & locations, admin access)
BiblioEvents
- Complete site outage
- Complete or substantial outage of primary functionality (registration for events, creating/editing events, visibility of events)
For all other issues, you may submit a regular support ticket indicating your library's priority. The ticket will be reviewed the next business day and prioritized according to our Library Service Level Agreement.