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    New to working with Support and not sure where to begin

    • Product: All
    • Product Version: All
    • Relevant for Installation Type: Dedicated-Direct, Direct, Local, Total Care

    Question

    I just took over for my predecessor and I'm not sure what I need in order to get help from Support. Where do I start?

    Answer

    If you want to create or update Support Cases in order to get questions answered or issues resolved with help from Support, have one of your colleagues Invite you to the Support Center.    

    Once you have a login, you can connect to the Support Portal via the Ex Libris Knowledge Center and click the Submit a Case button, or click the More Sites menu and select Ex Libris Support Center. The Knowledge Center also provides open access to Ex Libris documentation, Knowledge Articles, Training videos, and other product information.

    You can also go directly to the Support Center at https://support.exlibrisgroup.com.

     

    For some products, chat support is available. We are continuously expanding this service, visit Chat Support Availability for an updated list of products and availability.

     

    You can also access the System Status page from the Knowledge Center to view maintenance windows and planned service disruptions for environments hosted by Ex Libris. If you experience down time or a service disruption outside planned windows, follow procedures for alerting Ex Libris to the disruption.

     

    North American Support can be reached via the following phone numbers, depending on product: 

    • For Alma, Primo, campusM, Leganto, Aleph, Voyager, SFX, etc., call: 877-445-5693. 
    • For Summon, 360 Services, Intota, Ulrichsweb, etc., call: 1-800-521-0600, press option 3, and option 3 again.
    • For Refworks and Pivot, call:  800-889-3358.

    Provide the analyst that answers the call with your active Case number to be put in contact with the Case owner.

    Additional Information

    Helpful information to include when opening a Case: What information should be provided when opening a Case?

    For a full introduction to Ex Libris Support and Customer Resources, see Working with Ex LIbris Support.


    • Article last edited: 27-Feb-2019