Desktop Support FAQ
Updated: April 21, 2011
What services are being offered?
What are the service benefits?
Who gets these services?
What about libraries not on the YRL network, but still a member of the YRL Region? What services do they get?
How much support will YRL provide?
What is the Supernet?
What is a Wireless Hotspot?
What is the YRL Wireless service about?
What do you mean by Email administration services?
What is the Domain & Web Hosting Service all about?
What is the Help Desk Service?
How do you get to the YRL helpdesk?
What is the Hotspare equipment loan service all about? What is available?
What do you mean by ‘Recommender Services’?
We already have a server. Will YRL support it and everything else on our LAN?
Will YRL buy us computer hardware? Software?
What is backed up to the YRL servers? Everything on my computer?
What if there's a virus? Will my data be gone?
What is YRL doing to ensure data is not infected by viruses?
How long will it take to restore a file I have deleted accidentally?
How quickly will YRL respond to my problem?
How do I Get Help?
Q: What services are being offered? Desktop and network support services offered are:
- Network connectivity / wireless hotspot connectivity
- Email services via Exchange Server
- Domain &Web host service
- Helpdesk services
- Hotspare equipment loan service
- Recommender Services
- After-Hours support
Q: What are the service benefits?
By providing this service, members do not have to contract with third party vendors or employ technical expertise in house. This saves money and frees up staff time so that they can spend more time serving patrons and doing other library work.
Specific benefits include:
- Access to a high capacity, high bandwidth network (the Supernet)
- Ability to offer wireless access to patrons, and get help with any issues that arise
- Easier, more streamlined access to help and assistance with computer and network issues
- Opportunity to borrow essential computer equipment in the event of a hardware failure in the library, keeping the library operational while equipment is being fixed or replaced
- Reduced costs at the local library level for the purchase and installation of selected software. Anti-virus protection for staff or public computers. Windows 7 and Microsoft Office Professional for all staff computers. We also ensure public computers are locked down and secure.
- Reduced costs at the local level for equipment (e.g. servers are not needed at the local library level if using YRL hosted email)
- Increased data security as a result of belonging to a secure, professionally managed network
- Access to cutting edge computing solutions like Exchange 2010 for email and calendar administration
- Access to the skills and expertise of YRL HQ staff regarding recommendations for purchasing equipment and planning local area network re-designs and upgrades
- Centralized monitoring of network routers and firewalls
- Anti-virus and Windows updates pushed out automatically to all computers in the library
Libraries that are on the YRL network have full access to all the services listed above. Each service is described in more detail later on in this FAQ.
Q: What about libraries not on the YRL network, but still a member of the YRL Region? What services do they get?
The libraries that are YRL members but not on the YRL computer network have access to the Integrated Library System (Polaris and TRACpac), access to our helpdesk and access to our remote desktop support services (e.g. remote desktop sharing using Go To Assist) for help using the Integration Library System. They are also encouraged to use any recommendations for purchase (hardware, software, operating systems) and can find these recommendations posted to the YRL website.
Q: How much support will YRL provide?
We provide support for everything Polaris or TRACpac related for any member library.
We provide internet/network, hardware and wireless connectivity support for those on the YRL network upon request. Hardware purchases (e.g. computer towers, monitors) and their warranty and maintenance agreements are the responsibility of the local library. We will help diagnose a problem, but if equipment needs to be sent to the manufacturer or new equipment purchased, this is up to the local library to plan and implement. It is also up to the library to plan on replacing or upgrading any hardware, software, and third party vendor products (like Userful, Envisionware or Cybrarian) that they purchase.
We offer suggestions and recommendations for purchase for hardware, operating systems, software and network equipment. YRL staff will do a full network and equipment assessment and recommendation document upon request to assist libraries with planning a technology replacement and upgrade strategy. We will also install, configure and physically install equipment upon request if you ask it to be sent to YRL. If we configure equipment at headquarters, then we may also arrange to come out and install it at your library at a mutually convenient time.
At this point in time we do not offer support for servers located in member libraries that are running 3rd party software solutions (Userful, Envisionware or Cybrarian). We will provide access for vendors supporting these types of servers. YRL has designed its service package so that libraries should not need to run a server locally, unless that library wishes to use more advanced services that we are not currently offering.
In the simplest terms, the Supernet is a way to access the Internet using a fiber optic cable network instead of using traditional copper wires, telephone or cable connections to do so. It is a very high speed, high capacity connection. The supernet was made possible by a generous grant negotiated on behalf of libraries by the Libraries Section of the provincial government (formerly under Alberta Community Development; now under Municipal Affairs and Housing). The supernet connections for all member libraries on the YRL network and YRL Headquarters is subsidized by special funding orchestrated by the Libraries Section of the Provincial Government. Visit the official Alberta Supernet site for more details about the Supernet.
Q: What is a Wireless Hotspot?
This is a way to allow your library patrons a way to access the Internet using radio waves instead of hard wired cable connections. It is possible to use wireless with devices that have been set up to do so (e.g. computer laptops that have a wireless network card installed). Your patrons will be prompted to enter their TRAC/TAL barcode number and PIN to gain access to this unsecure wireless network.
Q: What is the YRL Wireless service about?
We have installed new wireless access points in all of our member libraries which can be accessed by connecting to the signal, opening their browser and entering their TRAC/TAL Card barcode and PIN. They will also need to check a box indicating that they agree to the Terms of Use as described on their portal page.
Q: What do you mean by Email administration services?
YRL hosts email using Exchange Server 2010 in order to facilitate email management and other email related and calendaring services. YRL member libraries can have email accounts through YRL, and benefit from the Postini spam filtering service we use. Member library staff can also see communal calendars like the ‘YRL Van Run’ and ‘YRL HQ Events’ calendar which are maintained by YRL staff. Member library staff can choose to have their own private calendars set up just for their staff, upon request.
Q: What is the Domain & Web Hosting Service all about?
YRL works with our ISP, The Internet Centre, to provide a basic domain and website hosting service for members on the YRL network. This basic service includes hosting for websites via an agreement that YRL has with The Internet Centre (database backed site webhosting is available for a nominal additional monthly fee to be paid by the requesting library; listserv management is also available for an additional fee). It is anticipated that in the future YRL will host websites internally, if demand for this service warrants it.
Q: What is the Help Desk Service?
The YRL Helpdesk is a way to reach Client Services Department staff to get help and assistance without having to decide who to ask for when you phone or who to send an email to. It provides a single point of entry to all YRL Systems Department services.
It provides a website you can log into to place your request for help, or track the progress of your requests, or look up old requests to find out what the answer was last time before launching a new request.
It provides an automated system for dealing with the wide variety of requests the staff in the department get.
Anyone in the YRL region can use it to submit a request for help or report a problem with Polaris or TRACpac, and those on the YRL network can use it for any questions related to any desktop and network service we offer.
Q: How do you get to the YRL helpdesk?
The website is http://helpdesk.yrl.ab.ca
Phone YRL first to get registered so that you have a login and password that you can use to get access to the service. A login and password is a useful security measure so that others can’t see sensitive patron or library equipment information. Once you log in you can post new requests, see your old requests and see answers to Frequently Asked Questions by clicking on ‘ self –service help’.
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Q: What is the Hotspare equipment loan service all about? What is available?
The Client Services Department offers 'hotspare' equipment to loan to member libraries on the YRL network in the event of equipment failure in your library. This is in order to help libraries continue to offer services while their own equipment is being repaired. Some of the equipment we currently loan:
- Computer tower
- Computer monitor
- Ink jet and network printers
- Receipt printer
- Barcode scanners plus a wireless bluetooth barcode scanner and loaner laptop for inventory purposes
- Router/ firewall - Fortigate 60 wifi
- LCD Projector
Q: What do you mean by ‘Recommender Services’?
Staff in the Client Services Department are in a great position, considering their combined education and expertise in computers and networking, to offer advice and suggestions to member library staff, to further assist library members build healthy secure and efficient local network environments. We call this advice our ‘recommender’ service. Ask us for product suggestions for different purposes, or complete network assessment, evergreening, and/or re-design suggestions. A ready list of the hardware, operating system software, and network equipment and setup suggestions and recommendations is posted to the YRL website for ongoing reference.
Related to this is our service to configure and install your new computer equipment. We see this as a win-win situation since if you ask to have your new equipment shipped here to YRL HQ, it will save your staff time and effort, and it will allow us to know what kind of equipment is on the YRL network for future troubleshooting and network management purposes. Our staff can configure your equipment to ensure it is set up in a way that will work well with our services (e.g. anti-virus and Windows scanning services) and set up SteadyState for your public access stations, plus we can remove any malware, adware or other programs that came with your computer that you don’t need or want. We can then schedule a time to come out and install it for you to ensure it’s all hooked up to your network correctly and that everything works.
Q: We already have a server. Will YRL support it and everything else on our LAN?
Some libraries already have a server used to run their LAN. Member libraries are free to continue to use their own servers if they prefer, or move all documents over to the YRL LAN, and use the YRL exchange server for email too. These are ‘opt in’ services. Because YRL has services in place that usually means a library doesn’t need to run its own server -- we even have a public computer solution that does not require running a server locally, using Steady State. And because libraries that have their own server already have people on staff who administer their server, we do not intend to extend our support to internal LAN servers at this point in time. There can be exceptions, so let us know what your situation is and we’ll come to a mutually agreeable solution.
Q: Will YRL buy us computer hardware? Software?
At this point in time, YRL will not purchase hardware or software on behalf of a local library. This is for a couple of reasons. First and foremost, computer hardware purchases (e.g. computer towers, monitors) and their warranty and maintenance agreements are considered the responsibility of the local library, and so should be in the library’s name,not headquarter’s. Since they form a library’s assets, the auditing trail is clean and clear if the purchase is made locally and the records for purchase are kept locally. Another reason is that YRL does not wish to become a reseller in its own right. That would take a level of administration and accounting services for which we are not currently adequately staffed.
Q: What is backed up to the YRL servers? Everything on my computer?
Only the data you choose to save to the drive designated for ‘offsite backup’ will be saved to the YRL servers. Anything saved to your local hard drive or desktop will not be saved to the YRL servers.
Q: What if there's a virus? Will my data be gone?
If your file was saved to our servers, then YRL staff will give our best efforts to provide you a previous version of a file that is not corrupt in the event that you discover a file you created has been corrupted somehow. We save a month’s worth of files to our back up server located in YRL HQ, and then send one snapshot of your data to off-site storage as an added layer of disaster recovery. We cannot guarantee full recovery of corrupt files.
Q: What is YRL doing to ensure data is not infected by viruses?
The YRL network is set up to constantly monitor for viruses and intrusions. In addition, our network incorporates on-the-fly intrusion detection, an special feature of our firewall devices (Fortinet products). All the computers attached to our network are set up to receive antivirus scanning services from YRL HQ automatically. We use TREND Micro for antivirus protection, a highly rated product that is also used by the Government of Alberta and other large, security conscious organizations.
Although we take great precautions with our network and keep servers patched and up to date, there is always the chance, as with any network, that a virus may infect it. In the event that our network security was compromised by a virus, we would endeavor to let you know as soon as possible after the breech is discovered and work as quickly as we can to restore the system to a secure and uncorrupted state. We would employ our best efforts. We cannot guarantee that all files will be restored properly.
We would restore using the usual recovery processes for file and network repair and would tap into our on-site backups as soon as it is feasible. We keep one month’s worth of files backed up on-site at YRL headquarters. If needed, we would resort to restoring from our off site backup files.
Q: How long will it take to restore a file I have deleted accidentally?
If the file was deleted within this calendar month and you can recall the exact name of the file it will be quicker and easier to restore a lost file. We only guarantee to keep four week’s worth of data on site. We will endeavor to find and restore a file within 3 business days from the initial request for it. If it was deleted over a month ago and you just recently discovered this fact, then we will need to retrieve the file from our off site server housed in Edmonton. Due to file transfer speeds this will take longer. It may take as long as seven business days to retrieve the batch of files in which your file resides, and then find and restore your individual file.
Q: How quickly will YRL respond to my problem?
We will endeavor to acknowledge incoming requests by phone, email or helpdesk within 2 business days. The amount of time it takes to fix a problem depends on the nature of the problem and the availability of staff to deal with it. The initial acknowledgement should give you a good indication of this, including an estimate of when we anticipate being able to start dealing with your problem. We may require additional information to even begin helping you, or estimate the amount of time it may take to troubleshoot and fix the problem. If it’s an emergency (e.g. can’t connect to the Internet and therefore can’t do any library checkins and checkouts) then please phone and we will escalate your request for help immediately. If your situation has changed and a problem that wasn’t a big deal becomes a pressing issue, phone and we will escalate it. We will endeavor to negotiate a satisfactory resolution to your problem as quickly as we are able, given our staff resources and volume of requests.
By phone: 780-962-2003 (during office hours)
1-877-452-8722 (after hours)
By email: helpdesk@yrl.ab.ca
Online: http://helpdesk.yrl.ab.ca
You will need to be a registered user to have access to the online helpdesk ticket creation site. To become a registered user, please send an email request to helpdesk@yrl.ab.ca.
We can use remote desktop support software (a product called Go To Assist) to see what’s happening on your computer if necessary, as long as you still have internet access.
We endeavor to return requests for help that arrive at YRL by phone or electronically within three business days. If you have not received a response, please feel free to phone or email again. Depending on the nature of the problem it may take longer . We will keep you updated at regular intervals about what we are doing to fix the problem.
If your issue is an emergency (i.e. you have no network connectivity) or you need to escalate a problem (i.e. something that wasn’t a big deal originally becomes a pressing issue) please phone YRL Client Services Department staff to let us know.
