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. For other matters to communicate with Ex Libris, please see the available communication channels here: Contact Us
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 |
Alex Zelenko |
|
|
Leganto |
Zvi Finkin |
|
|
MetaLib Support |
David Sades |
|
|
Primo |
Lior Rudel |
|
|
Content Operations |
Evgenia Polyachek |
Content.Operations.escalation@exlibrisgroup.com |
|
Rosetta |
Alex Zelenko |
|
|
SFX |
Brian Noone |
|
|
Verde & USTAT |
Zvi Finkin |
|
|
Voyager |
Linda Zaleski |
|
|
Summon |
Stephen Gilewski |
|
| RefWorks Pivot |
Karen Farley | RefWorksPivotEscalation@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: 03-May-2018