Library Services Level 1 - Mandatory Technical Support
Cost per catalog that supports and timely addresses:
- Telephone and on-site and remote support to district staff in relation to application updates (client and server)
- testing new releases before installation
- troubleshooting related application issues
- communication with vendor (problem resolution, patches, virus alerts, research and development) and
- assisting with data imports/exports.
Please refer to service code 552.105 for full-service details.
Must also purchase:
- 552.105.02 Automation Software Support
- 552.105.03 Regional Catalog
The WNYRIC utilizes cost effective best practices determined by research that allows our experienced and trained technical staff to perform robust testing and support of the WNYRIC network in the areas of security, infrastructure, energy management, virtualization strategies, disaster recovery and business continuity. Therefore, we are able to be a district advocate for vendor contract issues and aggressively negotiate contract pricing and performance terms. Staff follow best practices in order to provide necessary security as it relates to the most recent student, teacher and principal data security and privacy regulations. Service Desk can be reached Monday –Friday from 7:00 a.m. – 4:30 p.m. by calling (716) 821-7171, 1-800-872-0780 or by e-mail at servicedesk @e1b.org. A representative will be available from 4:30 p.m. through 11:00 p.m to assist you with calls regarding emergency situations. During all other hours and holidays, a caller will receive important information regarding coverage.