ArchivesSpace Tech Support

Note: The following information was supplied July 2018 to bridge the gap after Jodi's departure as the Alliance's manager for Unique Content.

Getting Help with ArchivesSpace

Please follow this procedure to get help with ArchivesSpace:

1. Post your question to the ArchivesSpace Implementers discussion list (archivesspace-implementers@orbiscascade.org). The list includes all institutions in A&M that use ArchivesSpace. Your colleagues will be able to answer many questions. If you are not on this list, please contact Elizabeth Duell (eduell@orbiscascade.org) to be added.

2. If, after posting to the discussion list, you are not able to resolve your issue, please fill out a Help Request Form. Your request will be sent to the appropriate person on the Alliance staff, and you will hear back from them directly. If needed, they will escalate the issue to LibraryHost support.

Interim ULC Program Manager Cassie Schmitt has an account with system administrator rights on all AS instances hosted by LibraryHost. She will use it according to our agreed-on principles: to provide user support. She will not change anything in your instance without permission or advance notice.

LibraryHost Support

We have developed a new process with LibraryHost to allow support to be more responsive and to keep you informed on the status of support requests. All issues will be tracked on this public Trello board. You will be able to view this board but only Alliance and LibraryHost staff will be able to edit.

If Alliance staff determine from your question on the ArchivesSpace Implementers discussion list and Help Request Form that the issue requires LibraryHost support, they will submit the issue to LibraryHost. LibraryHost will analyze the issue and determine complexity, deadline, and personnel. Alliance staff will communicate with you and send you the Trello card for your issue.

Our expectations for support:

Issues that are not complex

· Emergency: Acknowledged and start work within 1 day.

· Urgent: work can go on, but not for long.: Acknowledged/scheduled within 24 hours. Start work within 1 week

· Needed sometime: Acknowledged/scheduled within 24 hours. Start work within 1 month.

· Nice to have: LH files an AS ticket and documents the JIRA ticket.

Issues that are more complex:

· Emergency: Acknowledged and start work within 1 day.

· Urgent: work can go on, but not for long.: Acknowledged within 24 hours. Scheduled for resolution within 1 week. Start work within 1 month.

· Needed sometime: Acknowledged within 24 hours. Some indication of resolution path within 1 week. Start work within 1 month.

· Nice to have: LH files an AS ticket and documents the JIRA ticket.

Thank you for following the new procedure. We expect that this will bring improvement for all concerned.