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    How to contact Ex Libris for assistance or to discuss technical matters?

    • Product: Cross-Product

    Question

    Who do I contact at Ex Libris when I need help or have an issue or question with my Ex Libris software product?

    Answer 

    If you ... then ...
    experience an unexpected system outage (down system or module)

    Contact Ex Libris 24X7 Hub using procedure outlined here.

    Hosted customers: visit the System Status page where you can check the status of your system and subscribe to updates for your environment.

    • are implementing a new product with our Professional Services team
    • are in production (Support) with your product

    Open a Case via the Support Portal.

    See the Support Portal User Guide and What information should be provided when opening a Case?

    cannot access the Support Portal or need help resetting your password Email information.systems@exlibrisgroup.com with description of the issue, and relevant errors or screen captures if appropriate.
    need to escalate an existing case Refer to the Escalation Policy for the escalation point for your product.
    want to submit comments or questions about Ex Libris Customer Knowledge Center content (this site)

    Click the blue Feedback button on the lower left of the screen on the page for which you wish to submit feedback.

    Include contact information with your feedback if you wish to receive a response from Ex Libris.

    are a Publisher or Provider seeking to add your serial publication to Ulrich's

    Contact the Ulrich’s Editorial Team directly: ulrichs@proquest.com.

    Include name of publication and any other relevant information on the publication, such as the name of the publisher or the provider who makes it available.

    want to request new collections for discovery indexes, knowledge bases or Alma Community Zone

    Submit to the Idea Exchange.

    See How can I request new collections to be added to our Discovery Indexes, KnowledgeBases and the Alma Community Zone? 

    have sales or other inquiries Contact Ex Libris using this form

    • Article last edited: 17-Oct-2018
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