News & Notes

From the IT Desk

Did you know that your board signed an IT Service Agreement with PLS? Did you know that an IT Service Agreement even existed?

If not, that’s okay. I’ll tell you all about it. The first IT Service Agreement was written back in 2012, with revisions in 2018. So, your board chair (or the board chair at the time) would have signed the agreement in 2013 and 2019.

We’ll be updating the IT Service Agreement in 2024 to reflect changes and updates to technology.

Why did we create this agreement?
We made some pretty significant changes in 2012 when we brought all the public workstations onto the PLS domain, so it seemed like a good time to set some guidelines and expectations by both PLS and the member libraries on our network. As Ryan said back in the day, it was the wild, wild west of workstations. Standardization was key to a stable network.

What is in the agreement?
As I mentioned before, the agreement is a set of guidelines and expectations. There are five key areas to the agreement:

  • Introduction
  • Services provided for PLS member public libraries
  • Services Not Supported by Peace Library System
  • Member Library Responsibilities
  • Withdrawal from the Agreement

Summary of the agreement
Introduction

How the IT department provides troubleshooting support and how to reach out to us. As always, we stress creating a helpdesk ticket rather than sending an email to a single staff member. Helpdesk tickets reach the entire IT department instead of sitting unanswered if you’ve reached out to someone who isn’t in the office.

Services Provided for PLS Member Public Libraries

What we support – a broad strokes list of software that we provide and will offer technical assistance on.

After Hours Support – the number for evening and weekend Polaris support for critical functions is 1-877-452-8722. Call them and leave a message if you are unable to login to Polaris, check items in or out, search in TRACpac, or register a new patron. Anything else (e.g. questions on how to do a specific function in Polaris like place holds or internet/SuperNet outages) need to be sent to the PLS IT department. We will respond as soon as we’re back in the office.

On Site Visits – you will receive one visit per year from the IT department (usually Ryan, our Desktop and Network Administrator), who will come out to ensure things are running smoothly and answer any questions.

Software Setup and Installation – in order to standardize the network and computers on it, when you purchase a new workstation, we’ll image (fancy word for format and install software) the computer before sending it out to you.

Network Security – our commitment to provide antivirus software and other security features to keep your workstations, data, and patrons as safe as possible.

Library Staff Training – we will offer you training to ensure that you know how to use the software and eResources we provide. Training can be in person (at PLS or your library) or via webinar.

Internet Service – if your library is on our network, we will share our internet bandwidth with you at no cost to you. If you opt to get your own internet connection, you are responsible for that cost.

Email Hosting – we provide you with access to email, branded with your own library domain (e.g. @beaverlodgelibrary.ab.ca).

Website Hosting – as with your email, we provide access to the website platform for your library, giving you a website branded with your own library domain (e.g. www.shannonlibrary.ab.ca).

Purchasing – in order to create a standardized image for new workstations and streamline support, we recommend that you purchase your hardware through PLS. If you consult with us, we can often get you a better deal than you would on your own (the power of bulk purchasing!), and we know that it will be a simple and quick setup. If you decide to go it alone and purchase hardware without checking with us, we cannot guarantee you that it will be suitable and as such, we may not be able to support your new purchase.

SuperNet Administration – we will coordinate with Bell to manage your SuperNet service, by which you connect with PLS and with Polaris. The Public Library Services Branch of Municipal Affairs with the Government of Alberta (also known as the PLSB or just ‘The Branch’) covers the monthly cost of your SuperNet service. If you make changes to your SuperNet (such as moving to a new location, increasing your bandwidth, adding new services), those fees will be covered by you. Any costs for additional bandwidth will also be covered by you and not the PLSB nor PLS.

Services Not Supported by Peace Library System

This is a short section and can be easily be summed up as we will not support:

  • Old hardware and software
  • Non-windows-based computers (no Mac or Linux for you!)
  • Network cabling run in your building
  • Patron owned devices – relating to services like eResources, yes, but if a patron brings in their laptop because it won’t boot, they’ll have to take it elsewhere
  • Anything illegal

Member Library Responsibilities

This is a bit more comprehensive, but basically, as a member public library, you agree to:

  • Keep passwords and network information confidential
  • Staff workstations and access to the ILS are just for staff and volunteers
  • Abide by the PLS Confidentiality policy
  • Don’t engage in anything illegal and do your best to prevent your patrons from doing the same
  • Keep the PLS IT department informed regarding problems on site or upcoming projects (e.g. power outages, renovations, or moves to a new location)
  • Insure your technology and network equipment

Withdrawal from the Agreement

If your municipality withdraws from PLS, we’ll provide you with a file containing all your holdings so they can be moved to a new ILS. If we need to get Polaris involved to extract the data, you will be responsible for the charges. If there are any charges to reconfigure the SuperNet, you will be responsible for those as well. So far, this has not come up for any member public libraries.

If you have any questions about the agreement, please feel free to reach out. As well, if you’re curious about the agreement and would like a copy, we are able to provide that as well. 

Janet Ayles (she/her)
IT Services Manager & Deputy CEO, Peace Library System