QuestionPoint: 24/7 reference services

QP issues? Let us know ABOUT them

After the service interruption yesterday (between 16:21 GMT and 16:45 GMT), the QuestionPoint service should be running normally. If you are experiencing any issues in a chat session, it is vital that you let us know immediately.  This helps us troubleshoot the issues.  If sessions seem slow, or you are getting the ‘updating’ screen, please do the following and provide us with the information:

• Right mouse click in chat and select the ‘About’ option
• Click on the ‘copy to clipboard’ button
• Paste into an email to your Customer Service Provider

Information regarding QuestionPoint issues is sent to the QuestionPoint listserv. If you have not already subscribed, here’s how to join:

 http://www.questionpoint.org/community/listserv/questionpoint-l.html

Thanks for your patience as we work to resolve these issues.

QuestionPoint Maintenance Scheduled for Sunday

Dear QuestionPoint subscribers:

This Sunday morning, August 30, we will interrupt QuestionPoint service to update language files, make a few fixes, and install a network change to address the recent performance hits.

QuestionPoint will be brought down at 7:00 a.m. UTC (3:00 a.m. New York; 8:00 a.m. London; 11:00 a.m. Dubai; 12:30 p.m. Delhi; 5:00 p.m. Sydney). We expect service to be restored within ninety (90) minutes.

It is imperative that you end any in-progress chat sessions at least five minutes prior to the scheduled service interruption to avoid sudden communication interruptions to your patrons and potential "hung" sessions. (You will be unable to click on any in-progress sessions to get information to communicate with the patron.) When service is restored, please check your "New" questions lists for any interrupted chat sessions or unanswered email questions.

If you experience any outage after the projected service restoration, please contact your Customer Service Provider for further assistance.

We are sorry for any inconvenience the downtime may cause.

The QuestionPoint Team

ANNOUNCEMENT: New Release coming Sunday

Dear QuestionPoint subscribers:

This Sunday morning, August 23, we will install a new QuestionPoint release. 

QuestionPoint will be brought down at 7:00 a.m. UTC (3:00 a.m. New York; 8:00 a.m. London; 11:00 a.m. Dubai; 12:30 p.m. Delhi; 5:00 p.m. Sydney).  We expect service to be restored within forty-five (45) minutes.

 
It is imperative that you end any in-progress chat sessions at least five minutes prior to the scheduled service interruption to avoid sudden communication interruptions to your patrons and potential "hung" sessions. (You will be unable to click on any in-progress sessions to get information to communicate with the patron.) When service is restored, please check your “New” questions lists for any interrupted chat sessions or unanswered email questions.

If you experience any outage after the projected service restoration, please contact your Customer Service Provider for further assistance.

We are sorry for any inconvenience the downtime may cause.
The QuestionPoint Team

ANNOUNCEMENT: QuestionPoint downtime Saturday 25 July

Dear QuestionPoint subscribers:

Please be advised that QuestionPoint will be unavailable this Saturday, 25 July, for a brief time, while we make adjustments to improve system performance. The system will be down for approximately one half hour, from 6:00 - 6:30 a.m. UTC (7:00 - 7:30 a.m. UK; 2:00 - 2:30 a.m. U.S. EDT; 4:00 - 4:30 p.m. Australia ET).

It is imperative that you end any in-progress chat sessions at least two minutes prior to the scheduled service interruption to avoid sudden communication interruptions to your patrons and potential "hung" sessions. (You will be unable to click on any in-progress sessions to get information to communicate with the patron.) When service is restored, please check your "New" questions lists for any interrupted chat sessions or unanswered email questions.

If you experience any outage after the projected service period, please contact your Customer Service Provider for further assistance.

As always, we regret the inconvenience this may cause you and your users. We appreciate your patience.

The QuestionPoint team

ANNOUNCEMENT: QuestionPoint downtime

Dear QuestionPoint subscribers:

Please be advised that QuestionPoint will be unavailable this Sunday, 19 July, for a brief time, while we make adjustments to improve system performance. The system will be down for approximately one half hour, from 6:00 - 6:30 a.m. UTC (7:00 - 7:30 a.m. UK; 2:00 - 2:30 a.m. U.S. EDT; 4:00 - 4:30 p.m. Australia ET).

It is imperative that you end any in-progress chat sessions at least one minute prior to the scheduled service interruption to avoid sudden communication interruptions to your patrons and potential "hung" sessions. (You will be unable to click on any in-progress sessions to get information to communicate with the patron.) When service is restored, please check your "New" questions lists for any interrupted chat sessions or unanswered email questions.

If you experience any outage after the projected service period, please contact your Customer Service Provider for further assistance.

As always, we regret the inconvenience this may cause you and your users.  We appreciate your patience.

The QuestionPoint team

ANNOUNCEMENT: QuestionPoint down time this Thursday, July 9th

Dear QuestionPoint Users:

Please be advised that the QuestionPoint service will be unavailable from 0800 UTC (4:00 a.m. Eastern Daylight Time, 1:00 AM Pacific Daylight Time, 9:00AM UK, 6:00PM AU) Thursday July 9 , to approximately 0930 UTC (5:30 a.m. EDT, 10:30 AM UK, 7:30PM AU) as a result of unscheduled but necessary maintenance. It is imperative that you end any in-progress chat sessions at least two minutes prior to the service interruption to avoid sudden communication interruptions to your patrons and potential "hung" sessions. (You will be unable to click on any in-progress sessions to get information to communicate with the patron.)

You may begin to try to log in as early as 60 minutes after the stoppage, but rest assured that we will email this listserv to alert you that the program is available, as soon as service is restored.

When service is restored, please check your "New" questions lists for any interrupted chat sessions or unanswered email questions.

If you experience any outage after the projected service period, please contact your Customer Service Provider for further assistance.

We regret any inconvenience.

Regards,
The QuestionPoint Team

ANNOUNCEMENT: QuestionPoint Downtime Tonight

Dear QuestionPoint subscribers:

In an attempt to address Lost Connection issues and occasional sluggish response time, we will bring QuestionPoint down early tomorrow (2 July) morning to install some modifications. Please be advised that the service will be unavailable from 6:00 UTC (2:00 EDT) to approximately 7:00 UTC (3:00 EDT) tomorrow, 2 July.

It is imperative that you end any in-progress chat sessions at least one minute prior to the scheduled service interruption to avoid sudden communication interruptions to your patrons and potential "hung" sessions. (You will be unable to click on any in-progress sessions to get information to communicate with the patron.)

When service is restored, please check your "New" questions lists for any interrupted chat sessions or unanswered email questions.  An email announcement will be sent to the QuestionPoint listserv after service has been restored. If you experience any outage after the projected service period, please contact your Customer Service Provider for further assistance.

As always, we regret any inconvenience to our users.

Sincerely,
The QuestionPoint Team

ANNOUNCEMENT: Brief Downtime Tonight

Dear QuestionPoint User:

We are aware that some users are experiencing sluggish response times and occasional disconnects while using the chat monitor.  We plan to install a fix for the performance issue tonight, June 24 EDT.  Please be advised that the QuestionPoint service will be unavailable for approximately 30 minutes, from 01:00 UTC, June 25 (9:00 p.m. EDT, June 24) to 01:30 UTC (9:30 p.m. EDT). It is imperative that you end any in-progress chat sessions at least one minute prior to the scheduled service interruption to avoid sudden communication interruptions to your patrons and potential "hung" sessions. (You will be unable to click on any in-progress sessions to get information to communicate with the patron.)

When service is restored, please check your "New" questions lists for any interrupted chat sessions or unanswered email questions.

If you experience any outage after the projected service period, please contact your Customer Service Provider for further assistance.
We apologize for the inconvenience this is likely to cause.

Regards
The QuestionPoint Team

QuestionPoint downtime this Sunday June 21

Dear QuestionPoint users:

Please be advised that the QuestionPoint service will be unavailable Sunday morning, June 21, from 6:00 UTC (2:00 AM EDT) to approximately 8:00 UTC (4:00 AM EDT).

It is imperative that you end any in-progress chat sessions at least one minute prior to the scheduled service interruption to avoid sudden communication interruptions to your patrons and potential "hung" sessions. (You will be unable to click on any in-progress sessions to get information to communicate with the patron.)

It is possible that service will be restored sooner than scheduled; you may begin trying to login as early as 7:00 UTC (3:00 EDT) if you wish. When service is restored, please check your New questions lists for any interrupted chat sessions or unanswered email questions. An email announcement will be sent to the QuestionPoint listserv after service has been restored.

 
If you experience any outage after the projected service period, please contact your Customer Service Provider for further assistance.

We are sorry for the inconvenience to our users.
Regards,
Your QuestionPoint team

ANNOUNCEMENT: QuestionPoint down time this Sunday, 7 June

Please be advised that as part of the previously announced system-wide maintenance for OCLC services, the QuestionPoint service will be unavailable from 5:00 UTC (1:00 EDT) to approximately 11:00 UTC (7:00 EDT) Sunday June 7.

It is imperative that you end any in-progress chat sessions at least one minute prior to the scheduled service interruption to avoid sudden communication interruptions to your patrons and potential "hung" sessions. (You will be unable to click on any in-progress sessions to get information to communicate with the patron.)

It is possible that service will be restored sooner than scheduled; you may begin trying to login as early as 9:00 UTC (5:00 EDT) if you wish. When service is restored, please check your “New” questions lists for any interrupted chat sessions or unanswered email questions.

An email announcement will be sent to the QuestionPoint listserv after service has been restored.

If you experience any outage after the projected service period, please contact your Customer Service Provider for further assistance.

As always, we regret any inconvenience to our users.

Regards
The QuestionPoint Team