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
Please see below the products that are available for chat and the availability hours.
If any Chat Options are missing, please open a support case with Ex Libris and request that the missing options be enabled in the Support Chat Configuration mapping.
Note that only chats for products activated for your institution can be enabled (e.g. if you are not using Leganto, the Leganto Chat can't be enabled for your institution).
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 11:00–16:00 AEDT (Melbourne summer time) OR 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 11:00–16:00 AEDT (Melbourne summer time) OR 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) Wednesday, Thursday 11:00–16:00 AEDT (Melbourne summer time) OR Monday - Friday 8:00 - 16:00 CET (Amsterdam) 09:00 - 17:00 CST (Chicago) |
Support Center |
| Summon-360 |
Monday - Friday 9:00 – 17:00 CST (Chicago) |
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 |
| Rialto |
Sunday 8:00 - 16:00 CET (Amsterdam) Wednesday, Thursday 11:00–16:00 AEDT (Melbourne summer time) OR Monday - Friday 8:00 - 16:00 CET (Amsterdam) 09:00 - 17:00 CST (Chicago) |
Support Center |
Chat support is a global service. Our chat coverage is provided by Customer Care teams in different locations around the world. The locations shown in the schedule above indicate the team providing the coverage and the local time for that shift. Customers can start a chat whenever an agent supporting their product is available, regardless of their own location.