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    艾利贝斯的工单上报策略是什么

    • Product: Cross Product


    亲爱的同事们,

    全球支持组织(GSO)的建立是为了通过一个单一的支持系统为全球所有的Ex Libris客户和产品提供世界级的服务。GSO致力于建立并始终如一地交付高服务水平的最佳实践方法;允许支持工单的分级升级;遵守透明的程序;并通过持续监测和改进过程为所有产品提供统一的响应级别。

    工单升级策略

    此策略适用于可能存在未解决的工单问题的客户,并且需要增强该工单的紧迫性。其他与Ex Libris沟通的事宜,请在这里查看可用的沟通渠道:联系我们

    1. 通过支持门户在工单下添加留言,要求上报工单

    如果您想将问题上报给更高级别的技术支持人员,请依照如下步骤操作:

    2. 根据以下列表将需要上报的工单提给负责相关产品的产品经理:

     

    Product Contact E-mail

    Alma

    Omri Singer

    Callie Mendoza

    Almasupportescalation@exlibrisgroup.com

    Aleph and Alephino

    Martin Büscher

    ALEPHsupportescalation@exlibrisgroup.com

    bX

    Nili Natan

    bXsupportescalation@exlibrisgroup.com

    campusM

    Jake Halperin

    campusm-escalations@exlibrisgroup.com

    Content Operations
    (Alma CZ, SFX KB, 360 KB, CDI)

    Liron Klein-Levy

    Content.Operations.escalation@exlibrisgroup.com

    DigiTool

    Marek Melichar

    DTLsupportescalation@exlibrisgroup.com

    Esploro

    Omri Singer

    Esplorosupportescalation@exlibrisgroup.com

    Leganto

    Shira Cohen

    Legantosupportescalation@exlibrisgroup.com

    MetaLib Support

    Moshe Lubliner

    MLsupportescalation@exlibrisgroup.com

    Pivot

    Frank Monaco

    RefWorksPivotEscalation@exlibrisgroup.com

    Primo / Primo VE

    Ishay Ohayon

    Jack Boettcher 

    PRIMOsupportescalation@exlibrisgroup.com

    Rapido Aviya Ezra rapidosupportescalation@clarivate

    Rosetta

    Marek Melichar

    rosettaescalation@exlibrisgroup.com

    Summon
    360 Suite
    Intota

    Jack Boettcher

    SummonSupportEscalation@exlibrisgroup.com

    RapidILL Aviya Ezra rapidillsupportescalation@exlibrisgroup.com

    RefWorks

    Frank Monaco

    RefworksEscalation@proquest.com

    Research Professional

    Sofia Vilja

    ResearchProfessionalEscalation@exlibrisgroup.com

    Rialto

    Alon Botvinik

    RialtoSupportEscalation@proquest.com

    SFX

    Moshe Lubliner

    SFXsupportescalation@exlibrisgroup.com

    Verde

    Zvi Vogel

    VERDEsupportescalation@exlibrisgroup.com

    USTAT

    Moshe Lubliner

    USTATsupportescalation@exlibrisgroup.com

     

    3. 将问题上报给区域技术支持负责人:

     

    Region Contact E-mail

    North America

    Don Nelson

    Donald.Nelson@clarivate.com
    Latin America Oscar Caballero Oscar.Caballero@clarivate.com

    Europe

    Martin Büscher

    Martin.Buescher@clarivate.com

    APAC

    Zvi Vogel

    Zvi.Vogel@clarivate.com

    China, Japan and Korea Kevin Cao Kevin.Cao@clarivate.com

     

    4. 将问题上报给副总裁: 

     

    Contact E-mail

    Global Technical Support

    Jed Gilmore

    Jed.Gilmore@clarivate.com

    Content Operations

    Osnat Vilenchik

    Osnat.Vilenchik@clarivate.com

     

    相关文章

     

    如果系统宕机了,我们需要通过什么样的流程去联系艾利贝斯相关团队?

     

    Read this article in English 


    • Article last edited: 22-Jan-2023