PLLS & SHARE Technology Policies

This document is designed to articulate the various types of support activities that are provided by Prairie Lakes Library System. This document is also designed to provide examples of various support activities, as well as to define which organizations are eligible to receive the various support activities.

Prairie Lakes Library System’s technical support program can be divided into a number of different categories of service:

1. General Member Library Service. PLLS staff provide general IT-related consulting, deployment and maintenance of Wide Area Network service, email service, and other general technology-related services that fall under the broad requirements of Wisconsin’s regional public library systems. This program is limited to member libraries of PLLS.
2. Local IT Service. PLLS staff deploy, maintain, and support certain in-house technology assets of member libraries on an “opt-in” basis. Local IT work performed by PLLS staff is billed at an hourly rate, plus mileage. This service is limited to member libraries of PLLS.
3. Critical Support for the SHARE Consortium. PLLS staff deploy, maintain, and support the mission-critical systems that allow the SHARE ILS to function at a basic level. PLLS staff respond to specifically defined “critical support scenarios” in an expedited fashion, outside of normal business hours, if necessary. A critical support phone line is provided. This service is available to any member of SHARE.
4. General Support for the SHARE Consortium. PLLS staff provide day-to-day support for the various components of the SHARE ILS software, hardware policy structure, and interconnected infrastructure. General SHARE support is available to any member library of PLLS as a free service, and is available to other institutions as a fee-based service via individual support agreements between the PLLS Board and the primary governing bodies of the other institutions.

Each different category of work has its own set of examples, guidelines and constraints. More detailed explanations are provided for each category of work below. The General Member Library Service and Local IT Program Service are only available to PLLS member libraries at this time.

Overview

PLLS staff provide general IT-related consulting, deployment and maintenance of Wide Area Network service, email service, and other general technology-related services that fall under the broad requirements of Wisconsin’s regional public library systems.

Some of these services may be available to non-member libraries of PLLS via a fee-based support agreement.

Service List

• Basic web hosting.
• IT planning & consulting.
• DeepFreeze server setup & maintenance.
• Wide Area Network support & maintenance.
• Ongoing support for PaperCut software.
• Ongoing support for Patron Time Management Software.
• Email domain setup & troubleshooting.
• Email account setup & troubleshooting.
• Active system/network monitoring.
• Wireless server administration.
• Anti-virus server administration.
• Reservation of Co-Op equipment items (maker kits, conference microphones, etc.).
• Assistance with technology-related grant writing (example: LSTA project grants).
• Access to an instance of open-source digitization software.

Overview
PLLS staff deploy, maintain, and support certain in-house technology assets of member libraries on an “opt-in” basis. Local IT work performed by PLLS staff is billed at an hourly rate, plus mileage. This service is limited to member libraries of PLLS.

Service List

• Local-Area-Network support.
• Local-Area-Network server or switch configuration.
• Local-Area-Network reconfiguration.
• Wireless access point configuration & support.
• Library PC deployment, maintenance & troubleshooting.
• Library-hosted DeepFreeze server (initial setup & maintenance).
• SHARE Patron Time Management Software (initial setup).
• PaperCut print management software (initial setup).
• Other third-party software setup & maintenance (examples: EnvisionWare, Cassie, security camera software).
• On-demand purchasing of equipment or software.
• Coordinating with municipal IT staff or other municipal authorities.

Overview

PLLS staff deploy, maintain, and support the mission-critical systems that allow the SHARE ILS to function at a basic level. PLLS staff respond to specifically defined “critical support scenarios” in an expedited fashion, outside of normal business hours, if necessary. A critical support phone line is provided. This service is available to any member of SHARE.

Requesting Critical Support

The following three scenarios should be reported using the SHARE Critical Support Line:

• WorkFlows is inaccessible and/or you are unable to circulate materials in your library.
• Library staff are unable to access the catalog (either from home or from the library).
• Library staff are unable to access the SHARE HelpDesk due to a network outage.

**Any support scenario not on the list above must be reported via the HelpDesk.**

In a critical support scenario, a library director or authorized staff member may call the SHARE Critical Support Line to report the problem. The number to call is (262) 757-8099.

In such a situation, one of the PLLS staff members will address your call as soon as possible, taking any necessary actions to resolve the problem, and following-up if necessary.

More background on the types of Critical Support activities that are performed:

• Maintaining the integrity and basic functionality of the physical servers, “head end” data lines and equipment that provide the pathway for the technology stack to reach the internet.
• Maintaining the basic functionality of the Integrated Library System software.
• Maintaining the basic functionality of the Online Public Access Catalog software used by the public to find, identify and select library materials.
• Managing the process of backing-up data from critical systems, and restoring data backups in the case of unforeseen events.

Overview

PLLS staff offer a range of technical support services to member libraries of SHARE. Certain services are offered free of charge, while others must be supported on a cost-recovery basis (for a fee). Certain other service areas are not able to be supported at this time. Following the guidelines below, SHARE support is available to any member library of PLLS as a free service, and is available to other institutions as a fee-based service via individual support agreements between the PLLS Board and the primary governing bodies of the other institutions.

General SHARE Support Service List

The following is a list of general support services that are available to all member libraries of SHARE. PLLS staff will typically provide these services to SHARE member libraries for no cost.

• SirsiDynix WorkFlows workstation support, including support for recommended peripheral hardware such as receipt printers and barcode scanners.
• Troubleshooting of peripheral hardware items recommended by SHARE technical staff.
• Setting-up existing “canned” SirsiDynix Symphony reports.
• Troubleshooting cataloging issues as they relate to the use of the SHARE ILS systems.
• Backup & disaster recovery of system-hosted services.
• Library-specific assistance in recovering from a SHARE down-system event/outage.
• Access to the SHARE HelpDesk.
• Scan history requests.
• Setting up item types, home locations, and other ILS software policies.
• Annual work flow analysis visits.
• Facilitation of group purchases within established cycles (a “group purchase” is defined as a purchase of equipment or supplies involving multiple libraries & facilitated by PLLS staff).
• OPAC (online public access catalog) support.
• Online & in-person-group training for OPAC, WorkFlows and other system-supported services.
• Ongoing support of SHARE-hosted Patron Time Management Software.
• Automated catalog maintenance development, implementation & support.
• BLUECloud Analytics management & support.
• Support for other BLUECloud products & features.
• Integration support for online resources licensed by SHARE members (examples: OverDrive, self-checkouts, automated materials handling equipment, WISCAT integration, setting up other SIP2 connections).
• Pre-population of Wisconsin Public Library Annual Report data.

**NOTE: Specific support agreements between the PLLS Board and non-PLLS members of SHARE may create additional guidelines or service caps, such as a “Tier 2 Support Only” model in which PLLS staff only provide support for complex issues, or issues that persist after local staff’s attempts at resolution are unsuccessful.**

Requesting General Support

All support requests not falling under the three specific critical scenarios described previously must be reported via the HelpDesk by opening a ticket. For these types of requests, the next available PLLS staff member will get in contact with you via email, telephone or in-person if necessary. HelpDesk tickets are generally addressed according to a number of factors, including the order in which the tickets are received, severity, and impact(s) on other areas of service.

Services Offered on a Cost-Recovery Basis

The following list are services which SHARE staff will provide at-cost. Costs are computed according to hourly rates of system staff, and any mileage involved.

• Support of peripheral hardware items not recommended by PLLS staff.
• Heavy customization of SirsiDynix Symphony reports for library-specific needs (in excess of one hour of staff time).
• Writing reports or custom coding jobs from scratch for library-specific needs (in excess of one hour of staff time). 

The following list are services which SHARE staff are currently not able to support under any circumstances:

• On-demand purchasing of equipment or supplies which are not directly related to deployment of group purchase equipment or supplies.
• Printer or hardware repair.
• Patron training & workshops.
• Municipal tech support.
• Research or negotiation with 3rd parties for non-PLLS or non-SHARE initiatives.
• Authentication support for online resources not licensed by PLLS/SHARE member libraries.