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 ... |
|---|---|
| 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? |
| 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 |
Open a Case via the Support Portal. See the Support Portal User Guide and What information should be provided when opening a Case? |
| want to request new collections for discovery indexes, knowledge bases or Alma Community Zone |
Submit to the Idea Exchange. |
| 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. |
| have sales or other inquiries | Contact Ex Libris using this form |
| 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. |
- Article last edited: 17-Oct-2018