Contacting SirsiDynix Customer Support

How do I contact SirsiDynix Customer Support?

Contact SirsiDynix with questions, comments, or suggestions. SirsiDynix Customer Support is staffed 24/5 for standard telephone support. Hours of coverage may be modified on some holidays as noted in the Holiday Schedule. Generally, the hours of telephone support are from 3 PM Mountain Time on Sunday through 6 PM Mountain Time on Friday; this time range may vary for your region based on Daylight Saving Time. For after hours emergencies, see What is Critical Care?.

When you need to get help from SirsiDynix or ask a question, you can find solutions or contact us in a variety of ways. Some methods can work better than others according to your situation.

Serious problems and emergencies always need to be reported by phone.

The SirsiDynix Support Center

The SirsiDynix Support Center contains a variety of resources for SirsiDynix customers. You can search for a solution to a problem or find additional documentation for your product in our extensive knowledge base. We also offer a case management system for you to keep track of any cases you submit.

If you cannot find a solution to your problem in our knowledge base, you can open a case with SirsiDynix Customer Support on the SirsiDynix Support Center website. You will need SirsiDynix Support Center credentials to access the website. If you do not have SirsiDynix Support Center credentials, contact your system administrator.

If you do not know who at your library is able to set up SirsiDynix Support Center credentials for you, send a message to sdsc@sirsidynix.com.

To submit a case

For information on how your case will be managed, see the "How are cases managed?" section of the Guide to SirsiDynix Customer Support at https://support.sirsidynix.com/kb/125507.

You will need SirsiDynix Support Center credentials to access this document. If you do not have SirsiDynix Support Center credentials, contact your system administrator or send a message to sdsc@sirsidynix.com.

Phone

You can also contact SirsiDynix Customer Support by phone. Locate your region below to find your region's SirsiDynix Customer Support contact number.

These phone numbers can also be found on the SirsiDynix Customer Support Contacts and Escalation page of the SirsiDynix Customer Support website at https://support.sirsidynix.com/kb/124656.

You will need SirsiDynix Support Center credentials to access this document. If you do not have SirsiDynix Support Center credentials, contact your system administrator or send a message to sdsc@sirsidynix.com.

Email

You can email SirsiDynix Customer Support at support@sirsidynix.com.

Mail

You can mail the SirsiDynix Technology Centre at the following address:

SirsiDynix
3300 North Ashton Boulevard
Suite 500
Lehi, UT 84043

Which holidays does SirsiDynix Customer Support observe?

You can find the SirsiDynix Customer Support Holiday Schedule at https://support.sirsidynix.com/kb/124655. Click on the XXXX Holiday Schedule link, where XXXX is the current calendar year.

You will need SirsiDynix Support Center credentials to access this document. If you do not have SirsiDynix Support Center credentials, contact your system administrator or send a message to sdsc@sirsidynix.com.

Who in my library may contact SirsiDynix Customer Support?

SirsiDynix requests that only designated contacts should contact Customer Support. We require that the main system administrator and the backup contact are familiar with the system and have attended the full suite of training, including the System Administration training.

If you want to have other people authorized to place cases with us, we ask that they are also familiar with the system in their particular areas of expertise. For example, if you would like your Acquisitions Librarian to be a nominated contact and this person is responsible for logging cases related to acquisitions problems, then they should have attended the relevant modular training. Ideally, they should also have attended the System Administration training.

For more information about managing contacts, see the "Who can use Customer Support?" section of the Guide to SirsiDynix Customer Support at https://support.sirsidynix.com/kb/125507.

You will need SirsiDynix Support Center credentials to access this document. If you do not have SirsiDynix Support Center credentials, contact your system administrator or send a message to sdsc@sirsidynix.com.

What does SirsiDynix need from me?

We strive to answer your question or fill your request during your initial contact. You’ll help your SirsiDynix Customer Support representative towards this goal by having certain basic information available before contacting SirsiDynix.

If you are reporting a problem, we recommend you also have the following information on hand:

Note: If you choose to send screenshots via email, attach them to the message rather than embed them within the body of the message.

SirsiDynix Customer Support may also ask to use a LogMeIn Rescue session to examine your replication steps.

What is Critical Care?

To provide emergency support for down systems, SirsiDynix offers a Critical Care service. Every SirsiDynix customer has 24/7 access to Critical Care; use your region's listed Customer Support phone number listed in the How do I contact SirsiDynix Customer Support? section to access Critical Care.

You must phone in Critical Care cases to ensure your case receives immediate attention.

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