Knowledge Base: Library Help

Support Hours and Contact

TSI staff are available to assist Member Libraries during normal business hours of operation: Monday – Friday (8:30AM – 4:30PM).  Member Libraries will be notified of changes in support hours via email prior to any changes being made.  For emergency support outside of these hours, see After Hours Support.   

Member Libraries are encouraged to send all requests for support through our ticketing system by emailing ask@nlls.ab.ca.  NLLS will strive to respond to each support request within 48 Hours of initial contact by the Member Library.  Member Libraries are not recommended to contact individual staff members, as they may be out of office. 

In the case of a critical incident.  Member Libraries should instead call the head office at 780-724-2596 or toll free at 1-800-561-0387.  A critical incident in defined as a network outage or Polaris outage.    

After Hours Support and Contact

After hours IT support is provided by Yellowhead Regional Library (YRL) and is available to NLLS members when critical functions related to the ILS occur outside of NLLS support hours.  Critical functions are defined as:

• Login
• Check-in / Check-out Services
• TRACpac Searching
• Patron Registration

Functions outside of this scope, or with a single item, are not considered critical and should be directed to NLLS on the next business day. 

All other after hours technical issues not related to the functionality of the ILS, such as network outages, should be reported to NLLS for assistance during the next business day.