Chat Support Availability
Question
When is chat support available, and how can I contact Support if there is no agent available and I need technical assistance?
Answer
Starting November 1, 2020, we are gradually rolling out chat support for Primo VE, Leganto and Alma (see FAQ).
Chat support is available also for 360-Summon and Intota customers, as well as RefWorks, Pivot-RP and Research Professional.
Availability hours for each product are listed below.
Availability hours may change without notice due to national holidays and staff availability
If you need to contact Support and there is no agent available, please submit a case in the Support Center (https://support.proquest.com/).
You can also find self-service documentation, Knowledge Articles, Training videos and other product information on the Ex Libris Knowledge Center.
In the Knowledge Center, click the Submit a Case button, or click the More Sites menu and select Support Center if you need to open a case.
In case of a system outage, follow the procedure here - What procedure should be followed to alert Ex Libris of a system down?
See How to contact Ex Libris for assistance or to discuss technical matters?
| Product | Chat Availability | Additional Support Channels |
| Alma |
Sunday 8:00 - 16:00 CET (Amsterdam) Monday to Thursday 11:00-15:00 AEDT (Melbourne) 8:00 - 16:00 CET (Amsterdam) 09:00 - 17:00 CST (Chicago) Friday 8:00 - 16:00 CET (Amsterdam) 09:00 - 17:00 CST (Chicago)
|
Support Center |
| Alma Community Zone (Alma Data Services) |
Sunday 8:00 - 16:00 CET (Amsterdam) Monday to Thursday 8:00 - 16:00 CET (Amsterdam) 09:00 - 17:00 Eastern (Ann Arbor) Friday 09:00 - 17:00 Eastern (Ann Arbor) |
Support Center |
| Primo VE |
Sunday 8:00 - 16:00 CET (Amsterdam) Monday to Thursday 11:00-15:00 AEDT (Melbourne) 8:00 - 16:00 CET (Amsterdam) 09:00 - 17:00 CST (Chicago) Friday 8:00 - 16:00 CET (Amsterdam) 09:00 - 17:00 CST (Chicago) |
Support Center |
| CDI (through Alma) |
Sunday 8:00 - 16:00 CET (Amsterdam) Monday - Thursday 8:00 - 16:00 CET (Amsterdam) 09:00 - 17:00 Eastern (Ann Arbor) Friday 09:00 - 17:00 Eastern (Ann Arbor) |
Support Center |
| Leganto |
Sunday 8:00 - 16:00 CET (Amsterdam) Monday - Friday 8:00 - 16:00 CET (Amsterdam) 09:00 - 17:00 CST (Chicago) |
Support Center |
| Summon-360 |
Monday - Friday 9:00 – 16:00 CET (Amsterdam) 9:00 – 17:00 PST (Seattle) |
Support Center |
| Intota |
Monday - Friday 9:00 – 16:00 CET (Amsterdam) 9:00 – 17:00 PST (Seattle) |
Support Center |
| RefWorks |
Monday - Friday 8:30 – 17:00 CST (Chicago) |
RefWorks users - Support Form RefWorks admins - Support Center |
| Pivot-RP |
Monday - Friday 8:30 – 17:00 CST (Chicago) |
Pivot-RP users - Support Form Pivot-RP admins - Support Center |