Marmot After Hours Emergency Procedures

The Marmot office has after hour support through an on call phone.  The phone will become 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, call 970-242-3331 ext 9 or  Note: if you press 5 (five) no one will get your message until Marmot reopens.

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.