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    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 Portal (https://support.exlibrisgroup.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 Ex Libris Support Portal 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
    Primo VE

    Sunday - Friday

    8:00 - 16:00 CEST

    Support Portal
    Summon-360

    Monday - Friday

    9:00 – 16:00 CEST

    9:00 – 17:00 PDT

    Support Portal
    Intota

    Monday - Friday

    9:00 – 16:00 CEST

    9:00 – 17:00 PDT

    Support Portal
    RefWorks

    Monday - Friday

    8:30 – 17:00 CST

    RefWorks users - Support Form

    RefWorks admins - Support Portal

    Pivot-RP

    Monday - Friday

    8:30 – 17:00 CST

    Pivot-RP users - Support Form

    Pivot-RP admins - Support Portal