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.

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?

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?

• Article last edited: 29-Oct-2020