Emergency Support Procedures

Are you a BiblioCommons library partner experiencing an emergency?

Click here to login to the Partner Portal to submit an emergency support ticket. This is the most expedient way to report an emergency issue.

If you are unable to login to the Partner Portal or don't have access to submit tickets, please call us and press 1 to report an emergency issue:

  • (647) 436-6381
  • 1 (855) 436 6381 (Toll-free: North America)
  • 1 (800) 074 052 (Toll-free: Australia)
  • 08 00 44 02 86 (Toll-free: New Zealand)

If you are a library patron experiencing an issue, please contact your library directly.

What constitutes an emergency?

For emergency issues, dedicated BiblioCommons teams are available 24/7 to provide immediate support. 

BiblioCommons defines the following as highest priority, emergency issues:

For BiblioCore:

  • Complete site outage
  • Complete or substantial outage for circulation functionality (availability, holds, renewals)
  • Complete or substantial outage of BiblioCommons functionality (search, login, registration)

For BiblioWeb:

  • Complete site outage
  • Complete or substantial outage of primary site functionality (header, footer, search, login, hours & locations)

For BiblioEvents:

  • Complete site outage

For all other issues, you may submit a regular support ticket indicating your library's priority and the issue will be reviewed the next business day, and prioritized according to our Library Service Level Agreement.