Marmot After-Hours Emergency Procedures

The Marmot office has after-hour support through an on-call phone.  On-call support is available Monday – Friday from 5:00 p.m. – 8:00 p.m., and Saturdays & Sundays from 8:00 a.m. – 5:00 p.m.  Marmot staff will respond within one hour of receiving the call.  To contact the Helpdesk, you can e-mail marmothelp_at_marmot.org or call 970-242-3331 ext 9.  Note: if you press 5 (five) no one will get your message until Marmot reopens.

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If you are calling Marmot for an Emergency:

BEFORE YOU CALL:

• If you are having problems with a Marmot maintained computer, the first step is to reboot or restart your computer. We have found that this fixes a majority of problems.

• Can this problem wait until the Marmot office reopens?  If so, please send us an email or open a ticket.

• Are all the cables securely connected to the computer or monitor?

• If you have a scanner or receipt printer, are they attached to the computer?

• Trouble with your password; make sure the CAPS LOCK key is off.  

WHAT INFORMATION DO WE NEED:

• Your name

• Your library

• The computer name (i.e. TLW-6789) and whether it is a Staff or Public computer

• A phone number to reach you

• A detailed description of the problem

WHAT IS CONSIDERED AN EMERGENCY:

• When your primary terminals go down and those terminals are vital to the operation of your library.

• When your terminals or communications indicate LINK DOWN.

• If your library is experiencing a wide-scale outage.

• If your library is cut off from e-mail or other network services.

• If PCRes is not working on any of your patron computers.

• You have no users licenses when signing into Sierra.

• Sierra is extremely slow, frozen, crashing, or you cannot access Sierra.

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