Question

How can planned activity and planned maintenance be canceled, after agreed on with Ex Libris via a support case?

We want to make sure that the relevant installation engineer is updated about the cancelation on time. Such activities may include SP installations on local and single-tenant environments, version upgrades or other maintenance activities.

Answer

To cancel a planned activity within 72 hours of the scheduled time:
1. Add a comment in the case.
2. Send an email to:

a. The appropriate Escalation email (The escalation procedures are published in the Salesforce login page, and can be found at this article: What is Ex Libris Escalation  Policy?).
b. The Ex Libris 24x7 hub: 24x7hub@exlibrisgroup.com.

The email title should be: "Request to cancel planned activity"

The email should include the original case number for which the planned activity was set.
The 24x7 Hub will make sure the activity is canceled.

To cancel a planned activity more than 72 hours in advance:
1. Add a comment in the case.
2. Send an email to the appropriate Escalation email (The escalation procedures are published in the Salesforce login page, and can be found at this article: What is Ex Libris Escalation Policy?).
The email title should be: "Request to cancel planned activity"
The email should include the original case number for which the planned activity was set.

Support will work with the Cloud Team to cancel the activity.

• Article last edited: 02-November-2015