What procedure should be followed to alert Ex Libris of a system down?
- Product: Cross-Product
Question
What procedure should be followed to alert Ex Libris of a system down?
Answer
- Create a new support case with the priority "System Down."
If you don't have access to the Support Center (https://support.proquest.com), please send an email to the 24x7 hub (pq-24x7_hub@clarivate.com). Please indicate in the email that you can't open a case. - Provide information about the product, environment, and server that was impacted.
- Describe the issue, including exact error messages and any details that may help Support diagnose and resolve the issue.
- For local environments, ensure access is open to all Ex Libris IPs (see link below)
- Be sure to provide contact information.
Additional Information
Contact details for the 24x7 hub:
By phone:
| North America | 877-445-5693, press 9 |
| U.S | 18884106267 |
| U.K | 08007831981 |
| Australia | 1800931596 |
| Germany | 08001818629 |
| Denmark | 80880924 |
| France | 0800903445 |
| Netherlands | 08000221381 |
| Norway | 80014218 |
| Sweden | 020798846 |
| Poland |
008009721282 |
| Hong Kong | 800964001 |
| Taiwan | 00801979743 |
| New Zealand |
|
| International Number | +972 2 649 5444 |
By email: pq-24x7_hub@clarivate.com
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For local environments: access should be open to Ex Libris Offices' IP Addresses.
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To view our current system status please see our System Status page.
- Article last edited: 30-Oct-2023