Support Escalation Policy
- 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
- Use the "Escalate Case" button on the case (via the Support Center), and add a comment asking the assigned owner to escalate the issue.
- Escalate to the customer support manager responsible for the product affiliated with the incident, according to the list below:
| Product | Contact | |
|---|---|---|
|
Alma |
Omri Singer Callie Mendoza |
|
|
Aleph and Alephino |
Martin Büscher |
|
|
bX |
Osnat Vilenchik |
|
|
campusM |
Jake Halperin |
|
|
Content Operations |
Liron Klein-Levy |
|
|
DigiTool |
Marek Melichar |
|
|
Esploro |
Omri Singer |
|
|
Leganto |
Shira Cohen |
|
|
MetaLib Support |
Moshe Lubliner |
|
|
Pivot |
Frank Monaco |
|
|
Primo Primo VE |
Ishay Ohayon Jack Boettcher |
|
|
Rapido |
Aviya Ezra |
|
|
Rosetta |
Marek Melichar |
|
|
Summon |
Jack Boettcher |
|
|
RapidILL |
Aviya Ezra |
|
|
RefWorks |
Frank Monaco |
|
|
Research Professional |
Sofia Vilja |
|
|
Rialto |
Alon Botvinik |
|
|
SFX |
Moshe Lubliner |
|
|
Verde |
Zvi Vogel |
|
|
USTAT |
Moshe Lubliner |
|
|
Voyager |
Callie Mendoza |
- Escalate to the regional support focal point:
| Region | Contact | |
|---|---|---|
|
North America |
Don Nelson |
|
|
Latin America |
Oscar Caballero |
|
|
Europe |
Martin Büscher |
|
|
APAC |
Zvi Vogel |
|
|
China, Japan and Korea |
Kevin Cao |
- Escalate to the Vice President:
|
|
Contact | |
|---|---|---|
|
Global Technical Support |
Jed Gilmore |
|
|
Content Operations |
Osnat Vilenchik |
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: 22-Jan-2023