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    4. Chat Support Availability

    Chat Support Availability

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    1. Question
    2. Answer
    3. Additional Resources

     

    Question

    When is chat support available, and how can I contact Support if there is no agent available and I need technical assistance?

    Answer

    Please see below the products that are available for chat and the availability hours.

    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

     

    Additional Resources

    How to contact Ex Libris for assistance or to discuss technical matters?

    Welcome to the Support Portal

    Support Portal User Guide

    What information should be provided when opening a Case?

    How do I request a Support Portal Login for a new staff member?

    Cannot Start a Chat in Higher Education Platform

     


    • Article last edited: 20-Oct-2023
    View article in the Exlibris Knowledge Center
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