API Threshold Exceeded

ATT protocol when API threshold is exceeded, causing major service outages:

• Communicate with DACS to understand the issue
• Create a Salesforce ticket, after communicating with others on the ATT
• Pertinent Salesforce form values:
  • Platform / Service: Ex Libris
  • Product/Service Name: Alma
  • Case Type: Defect / System Issue (not 'System Down')
  • Priority: High
  • Category: Developer Network
  • Sub-Category: APIs 
• If escalation is required, make a note in the ticket and click the escalate button (case will need to go to Tier 2 and possibly to ExL developers to be resolved)
• Communicate updates with DACS

Useful References

• EXL support escalation policy: https://knowledge.exlibrisgroup.com/Cross-Product/Knowledge_Articles/Escalation_Policy
• API reports, including thresholds: https://developers.exlibrisgroup.com/manage/reports/