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 |
Nili Natan |
|
|
campusM |
Ishay Ohayon |
|
|
Content Operations |
Liron Klein-Levy |
|
|
Esploro |
Abu Zaid Ahmad | |
|
Leganto |
Shira Cohen |
|
|
MetaLib Support |
Claudia Isbir |
|
|
Pivot |
Abu Zaid Ahmad |
|
|
Primo Primo VE |
Ishay Ohayon Jack Boettcher |
|
|
Rapido |
Wei Dai |
|
|
Rosetta |
Marek Melichar |
|
|
Summon Ulrichsweb |
Jack Boettcher |
|
|
RapidILL |
Wei Dai |
|
|
RefWorks |
Shirin Mani |
|
|
Research Professional |
Abu Zaid Ahmad |
|
|
Rialto |
Callie Mendoza |
RialtoSupportEscalation@proquest.com |
| SFX |
Jack Boettcher |
|
|
Voyager |
Callie Mendoza |
- Escalate to the regional support focal point:
| Region | Contact | |
|---|---|---|
|
North America |
Matt Baker |
matthew.baker@clarivate.com |
|
Latin America |
Oscar Caballero |
|
|
Europe, Australia and New Zealand |
Martin Büscher |
|
|
China, Japan, Korea and Southeast Asia |
Kevin Cao |
- Escalate to the Vice President:
|
|
Contact | |
|---|---|---|
|
Global Technical Support |
Luda Soffer |
|
|
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: 08-Jan-2025