The Co-op Support team strives to respond to new requests within 24 hours, excluding weekends. To manage
requests (also referred to as tickets) the Support team uses ticket tracking software called
Request Tracker (RT).
There are four ways to contact Co-op Support for regular Evergreen support:
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Request Tracker Interface. Submit and track requests with RT Self Service. After
logging in you may use the form to create new tickets, track the progress of open tickets, or
review issues that have been resolved. More information can be found in
the section called “RT Self Service”.
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Email. Send questions to the support email address. Requests submitted by email generate RT tickets and can also be viewed online by logging in to RT Self Service.
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Online Contact Form. Send questions to Co-op Support through the
contact form on the BC Libraries Cooperative website. Requests
submitted through the contact form generate RT tickets and can also be viewed online by logging in to
RT Self Service.
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Phone. Telephone support is available 9:00 AM to 4:00 PM Pacific Time, Monday to Friday. Call our toll free number during regular
hours to speak with support staff or leave a message. To protect our staff we do not accept anonymous calls so please ensure your caller
ID is not blocked.
The Co-op Support toll free number can be found on the
Sitka Support page. This information is also given to libraries
during migration.
Emergency support is available outside of regular support hours. If you are unable to connect to
the Evergreen server, your LibPress site is down, or patron authentication via SIP or PatronAPI is down call our
toll free support number and select option 9 to connect to an on-call tech.
