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.