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    What is Ex Libris Escalation Policy?

    • Product: Cross Product

    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

    E-mail

    Alma

    Zvi Finkin

    Almasupportescalation@exlibrisgroup.com

    Aleph and Alephino

    Martin Büscher

    ALEPHsupportescalation@exlibrisgroup.com

    bX

    Adi Fubini

    bXsupportescalation@exlibrisgroup.com

    campusM

    Sat Dhanjal

    campusm-escalations@exlibrisgroup.com

    DigiTool

    David Sades

    DTLsupportescalation@exlibrisgroup.com

    Leganto

    Zvi Finkin

    Legantosupportescalation@exlibrisgroup.com

    MetaLib Support and KnowledgeBase

    David Sades

    MLsupportescalation@exlibrisgroup.com

    Primo

    Yael Shahar

    PRIMOsupportescalation@exlibrisgroup.com

    Primo Central Index (PCI)

    Meni Toubul

    PCIescalationrequest@exlibrisgroup.com

    Rosetta

    David Sades

    rosettaescalation@exlibrisgroup.com

    SFX

    Brian Noone

    SFXsupportescalation@exlibrisgroup.com

    SFX KnowledgeBase

    Oren Gilboa

    SFXKB.supportescalation@exlibrisgroup.com

    Verde & USTAT

    Zvi Finkin

    VERDEsupportescalation@exlibrisgroup.com

    Voyager

    Linda Zaleski

    VOYAGERsupportescalation@exlibrisgroup.com

    Summon
    360 Suite
    Intota

    Stephen Gilewski

    SummonSupportEscalation@exlibrisgroup.com

    3. Escalate to the regional support focal point:

    Region

    Contact

    E-mail

    North America

    Matt Baker

    Matt.Baker@exlibrisgroup.com

    Europe

    Martin Büscher

    Martin.Buescher@exlibrisgroup.com

    APAC

    Adi Fubini

    Adi.Fubini@exlibrisgroup.com

    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: 24-January-2016
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