FOLIO Unplanned Outage SOP

All Staff:

If you are having issues with a single app or multiple apps please report these issues to the FOLIO Support Team.

Slack: #folio-info-and-support

Email: folio-support@cornell.edu

TDX: CUL FOLIO Portal

Please include if you're on or off campus, what browser you are using, a description of what issues you are having, as well as, any screenshots that may be helpful.

FOLIO Support Team:

CONFIRM

• Confirm the outage is affecting multiple people / units prior to reporting
  • Off site connectivity issues, or browser issues will sometimes (rarely) make it appear that there is an outage
• Is the issue with a FOLIO app(s) or a connected service. 
  • In the event of a connect service please see the integrations page for a contact
• Identify what app(s) are effect and if it is system slowness or a complete outage
• Check the EBSCO status site for outages: https://status.ebsco.com/

CONACT HOSTING

• Submit an EBSCOConnect case adding 'URGENT' or 'SYSTEM OUTAGE' to the start subject line
• Full outages or major apps such as Inventory, Check-in/out, users
  • Call the support line as outlined in: Contact EBSCO Hosting
  • Post on the FSE Slack Channel referencing the case number created above

COMMUNICATE

• Post outage information on the Library #folio-info-and-support Slack channel
  • Indicate apps effected as well as issues being reported
  • If check-in/out is affected or there is a full system outage include instructions for off-line circulation
• Email CUL-FOLIO-L@cornell.edu 
  • Indicate apps effected as well as issues being reported
  • If check-in/out is affected or there is a full system outage include instructions for off-line circulation
• For full system outages or if a large number of apps are affected
  • Notify AUL Simeon Warner and/or Library Administration to have a CUL-wide email communication sent
  • Post on the Library #general Slack channel

UPDATE

• Update hosting to any new outages, further instability or slowness
  • Respond back to the ticket with relevant information as it becomes available
  • Update the FSE channel to any major changes. For example more apps going off line, a move to a complete outage, or major changes in system responsiveness
  • It is important not to pass along to many updates to hosting as it can actually slow down responsiveness
• Update Staff to new outages, further instability or slowness
  • Staff should be updated with new information using the channels as outlined above as it becomes available
  • Updates and estimates from hosting should be passed along to staff 
  • It is important to keep staff informed but not overwhelmed

RESOLUTION

• Provide confirmation to hosting that the issue has been resolved
• Update Staff that the system is again stable and that they may resume use
  • Use the same methods of communication as outlined above
  • If offline circulation was used include instructions for off-line circulation
• Request a reason for the outage from hosting for internal documentation purposes