What is Ex Libris Escalation Policy?
- Product: Cross Product
This policy is intended for customers who may have an issue with an outstanding support case. For other matters to communicate with Ex Libris, please see the available communication channels here: Contact Us
Question
What is Ex Libris Escalation Policy?
Answer
1. 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:
2. Escalate to the customer support manager responsible for the product affiliated with the incident, according to the list below:
|
Product |
Contact |
|
|---|---|---|
|
Alma |
Zvi Finkin |
|
|
Aleph and Alephino |
Martin Büscher |
|
|
bX |
Adi Fubini |
|
|
campusM |
Sat Dhanjal |
|
|
DigiTool |
David Sades |
|
|
Leganto |
Zvi Finkin |
|
|
MetaLib Support |
David Sades |
|
|
Primo |
Yael Shahar |
|
|
Content Operations |
Oren Gilboa |
Content.Operations.escalation@exlibrisgroup.com |
|
Rosetta |
David Sades |
|
|
SFX |
Brian Noone |
|
|
Verde & USTAT |
Zvi Finkin |
|
|
Voyager |
Linda Zaleski |
|
|
Summon |
Stephen Gilewski |
|
| RefWorks Pivot |
Karen Farley | Karen.Farley@exlibrisgroup.com |
3. Escalate to the regional support focal point:
|
Region |
Contact |
|
|---|---|---|
|
North America |
Matt Baker |
|
|
Europe |
Martin Büscher |
|
|
APAC |
Adi Fubini |
4. Escalate to the Chief of Global Operations: Yair Amsterdam - Yair.Amsterdam@exlibrisgroup.com
Additional Information
What procedure should be followed to alert Ex Libris of a system down?
Read this article in Chinese
- Article last edited: 08-Feb-2018