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    Support Escalation Policy

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    1. Support Escalation Policy
    2. Additional Information
    • Product: Cross Product

    Dear Colleagues,

    The Global Support organization (GSO) was established to provide world-class service through a single support system for all Ex Libris customers and product worldwide. The GSO is committed to a best-practice approach that establishes and delivers consistently high service level; allows for tiered escalation of support incidents; adheres to transparent processes; and delivers unified response level for all products through ongoing monitoring and improvement process.

    Support Escalation Policy

    This policy is intended for customers who may have an issue with an outstanding support case, and need to escalate the urgency of that case.  For other matters to communicate with Ex Libris, please see the available communication channels here: Contact Us

    1. Use the "Escalate Case" button on the case (via the Support Center), and add a comment asking the assigned owner to escalate the issue. 

     

    1. Escalate to the customer support manager responsible for the product affiliated with the incident, according to the list below:
    Product Contact E-mail

    Alma

    Omri Singer

    Callie Mendoza

    Almasupportescalation@exlibrisgroup.com

    Aleph and Alephino

    Martin Büscher

    ALEPHsupportescalation@exlibrisgroup.com

    bX

    Nili Natan

    bXsupportescalation@exlibrisgroup.com

    campusM

    Jake Halperin

    campusm-escalations@exlibrisgroup.com

    Content Operations
    (Alma CZ, SFX KB, 360 KB, CDI)

    Liron Klein-Levy

    Content.Operations.escalation@exlibrisgroup.com

    DigiTool

    Marek Melichar 

    DTLsupportescalation@exlibrisgroup.com

    Esploro

     Abu Zaid Ahmad

    Esplorosupportescalation@exlibrisgroup.com

    Leganto

    Shira Cohen

    Legantosupportescalation@exlibrisgroup.com

    MetaLib Support

    Moshe Lubliner

    MLsupportescalation@exlibrisgroup.com

    Pivot

     Abu Zaid Ahmad

    RefWorksPivotEscalation@exlibrisgroup.com

    Primo

    Primo VE

    Ishay Ohayon

    Jack Boettcher 

    PRIMOsupportescalation@exlibrisgroup.com

    Rapido

    Aviya Ezra

    rapidosupportescalation@clarivate.com

    Rosetta

    Marek Melichar 

    rosettaescalation@exlibrisgroup.com

    Summon
    360 Suite

    Intota

    Ulrichsweb

    Jack Boettcher

    SummonSupportEscalation@exlibrisgroup.com

    RapidILL

    Aviya Ezra

    rapidillsupportescalation@exlibrisgroup.com

    RefWorks

     Abu Zaid Ahmad

    RefworksEscalation@proquest.com

    Research Professional

     Abu Zaid Ahmad

    ResearchProfessionalEscalation@exlibrisgroup.com

    Rialto

    Callie Mendoza

    RialtoSupportEscalation@proquest.com

    SFX

    Moshe Lubliner

    SFXsupportescalation@exlibrisgroup.com

    Verde

    Zvi Vogel

    VERDEsupportescalation@exlibrisgroup.com

    USTAT

    Moshe Lubliner

    USTATsupportescalation@exlibrisgroup.com

    Voyager

    Callie Mendoza

    VOYAGERsupportescalation@exlibrisgroup.com

     

     

    1. Escalate to the regional support focal point:
    Region Contact E-mail

    North America

    Matt Baker

    matthew.baker@clarivate.com

    Latin America

    Oscar Caballero

    Oscar.Caballero@clarivate.com

    Europe, Australia and New Zealand

    Martin Büscher

    Martin.Buescher@clarivate.com

    China, Japan, Korea and Southeast Asia

    Kevin Cao

    Kevin.Cao@clarivate.com

     

    1. Escalate to the Vice President:

     

    Contact E-mail

    Global Technical Support

    Luda Soffer

    Luda.Soffer@clarivate.com

    Content Operations

    Osnat Vilenchik

    Osnat.Vilenchik@clarivate.com

     

    Additional Information

    Working with Ex Libris Support - Ex Libris Knowledge Center

    What procedure should be followed to alert Ex Libris of a system down?

     

    Read this article in Chinese


    • Article last edited: 08-Jan-2025
    View article in the Exlibris Knowledge Center
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