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Q&A (recurring) - urgent questions

Do you have a question to discuss at the meeting? Add it below with your name.

45

Professional Services Response Time Expectations document

Share responses from ExL. Discuss as needed. Do we have further questions? Does this document need to be shared with any other group?

• Does Initial Response mean an ExL person responds in the case? What can we expect in the initial response?

  • Acknowledgement of receipt of case. If more information is available or needed at that time, details will be provided.

• Does the initial response include a confirmation that ExL can replicate the problem or understands the problem?

  • No (see above)

• What’s happening in the 1-2 business days before you get the initial response.

  • Consultant managers Amanda Robertson and Dolph Chaney assign new cases to consultants (based on case loads and expertise). Consultants review their new assigned cases.

    • Note: Cases submitted after 3pm PT will get transferred the following day

• What does a Follow-up entail?

  • The assigned consultant will typically provide an update on the status of the case and their recent research or work on the case. There may be no updates at times but follow-up should still occur.

• Low is not listed.  Are there response guidelines for low priority issues?

  • For the purposes of Implementation, low is the same as normal but will prioritized after normal.

• Why are the times different in the SLA?

  • Prof Svcs is a different group than Support and their times are not the same. This is the first time they have been asked to outline their expected response times. They have provided times they believe are realistic.

5

Timeline review / PM update

• SILS Implementation Timeline

• Schedule (chronological order of tasks on Basecamp)

• Project Meetings (on basecamp and confluence)

Support during Implementation:

• Document Alma/Primo slowness in Salesforce, see instructions

• Alma/Primo known issues page on Confluence

• For escalations:

  • Essential to include case numbers - make sure that ICs provide those to PMs when asking for escalations. PMs need to ensure IC has pinged the consultant asking for a status update before escalating.

  • Escalations can go into 2 categories: it’s urgent, or there’s a lack of communication.

0

Lena

Batch Jobs Benchmarks:

• Action: Ex Libris will provide a benchmark so that UCs have some guidelines on expected runtimes. Ex Libris will need to do some research first, but when can UCs expect to receive that?

  • (8/26) Marina following up with HQ regarding the batch jobs runtime benchmark explanation

  • [8/31] Chaim still working on details

Key deadlines:

• Integrations form

  • Due: 9/15

• 9/16: IC post-mortem (check in again as we get closer)

• Switch to Support Readiness form

  Objective: identify issues that need to be resolved and identify trends in problematic areas.

  • Due: 8/30, 9/20, 10/11

  • Reminder: open a case for anything that was a “no” in your form. No need to describe it in the form, just include the case #.

• Now: Register for the Ex Libris Knowledge Accelerator Program (KAP) series (Nov 3-Dec 15)

  • The EXL Training team does not anticipate anyone else joining the cycle (based on Switch to Support schedules and time zones). Do note though that your KAP cycle will include the same sessions and content EXL delivers to all KAP attendees.

  • Details regarding the Knowledge Accelerator Program (KAP): https://knowledge.exlibrisgroup.com/Alma/Training/Knowledge_Acceleration_Program/Knowledge_Acceleration_Program  

  • Registration page: https://knowledge.exlibrisgroup.com/Alma/Training/Knowledge_Acceleration_Program/2021/Knowledge_Acceleration_Program_-_Cycle_7  

Special meetings

• If you have a topic for Ex Libris to cover, Request a Special Meeting.

Parking lot

TOTAL

45/50

Review decisions and actions.