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
- Add a comment to the case (via the Ex Libris Support Portal), asking the assigned owner to escalate the issue.
In the event that you need to escalate an issue to senior Support representatives, please follow the steps below:
- 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 |
Adi Fubini |
|
|
campusM |
Daniel Manoim |
|
|
DigiTool |
Alex Zelenko |
|
| Esploro | Oren Gilboa | Esplorosupportescalation@exlibrisgroup.com |
|
Leganto |
Oren Gilboa |
|
|
MetaLib Support |
Oren Gilboa |
|
|
Primo |
Lior Rudel Alon Botvinik |
|
|
Content Operations |
Evgenia Polyachek |
Content.Operations.escalation@exlibrisgroup.com |
|
Rosetta |
Alex Zelenko |
|
|
SFX |
Brian Noone |
|
|
Verde |
Zvi Vogel |
|
| USTAT | Oren Gilboa | USTATsupportescalation@exlibrisgroup.com |
|
Voyager |
Linda Zaleski |
|
|
Summon |
Dominic Doneux |
|
| RefWorks Pivot |
Linda Zaleski | RefWorksPivotEscalation@exlibrisgroup.com |
| Research Professional | Saara Santanen | ResearchProfessionalEscalation@exlibrisgroup.com |
- Escalate to the regional support focal point:
|
Region |
Contact |
|
|---|---|---|
|
North America |
Matt Baker |
|
|
Europe |
Martin Büscher |
|
|
APAC |
Zvi Vogel |
- Escalate to the Vice President:
|
|
Contact |
|
|---|---|---|
|
Global Technical Support |
Adi Fubini | Adi.Fubini@proquest.com |
|
Content Operations |
Osnat Vilenchik | Osnat.Vilenchik@exlibrisgroup.com |
- Escalate to the Chief Operating Officer: Yair Amsterdam - Yair.Amsterdam@exlibrisgroup.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: 12-Aug-2019