IT Support for Member Libraries

How to Request IT Support

IT Services at Shortgrass Library System are managed and supported by Partek IT Solutions.  If you are a Shortgrass member library and need IT support, help is available to you by opening a support ticket with Partek.  

There are two ways to open a support ticket:

• Email support@partek.ca
• Call 403-488-3333

IT Support is available Monday to Friday from 8:30 am to 5:00 pm.   The length of time it will take to receive a response to your support request might vary, but critical IT issues will always be prioritized and addressed quickly.

Website Updates and Support

Partek is now handling library website content updates, so if you need something changed on your library website please contact Partek using the instructions above.  

How to Get the Best Support Experience

Please include the following details in your support request to ensure you receive assistance quickly and smoothly:

• Computer name (See FAQ at bottom of page for information on where to find this)
• Name of the user impacted
• Details about the issue, including any error messages or screenshots.
• Any other information you feel would be valuable for Partek to know.
• If this is a critical issue impacting your entire library, please call the Partek office at 403-488-3333

Emergency After-Hours IT Support

After-hours emergency support will be provided if a problem is encountered that results in a library being unable to carry out critical functions. Critical functions are defined as:  

• Internet
• VoIP Telephone
• WorkFlows
• BiblioCommons

After-hours support can be reached by calling 403-488-3333 and following the prompts for emergency after-hours support.

After-hours support is available during the following times:

• Monday to Friday, 5pm to 8pm
• Saturday, 9:30am to 6pm
• Sunday, 12 noon to 5pm

After-hours support is available on the following holidays:

• The Shortgrass Christmas Closure period (All remaining non-holiday weekdays between Boxing Day and New Year’s Day) 
• National Day for Truth and Reconciliation
• Easter Monday 

After-hours support is not available on any other holidays.

Frequently Asked Questions