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    What is Ex Libris 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, and need to escalate the urgency of that 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: 

     

    1. Escalate to the customer support manager responsible for the product affiliated with the incident, according to the list below:

    Product

    Contact

    E-mail

    Alma

    Chaim Mizrachi

    Callie Mendoza

    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

    Alex Zelenko

    DTLsupportescalation@exlibrisgroup.com

    Leganto

    Chaim Mizrachi

    Legantosupportescalation@exlibrisgroup.com

    MetaLib Support

    David Sades

    MLsupportescalation@exlibrisgroup.com

    Primo

    Lior Rudel

    Alon Botvinik

    PRIMOsupportescalation@exlibrisgroup.com

    Content Operations
    (Alma CZ, SFX KB, PCI, Summon Index, 360 KB, Ulrich's)

    Evgenia Polyachek

    Content.Operations.escalation@exlibrisgroup.com
    (For Providers and Publishers who want liaise with Ulrich’s Editorial Team, see How to contact Ulrich’s with questions or feedback about content?)

    Rosetta

    Alex Zelenko

    rosettaescalation@exlibrisgroup.com

    SFX

    Brian Noone

    SFXsupportescalation@exlibrisgroup.com

    Verde

    Zvi Vogel

    VERDEsupportescalation@exlibrisgroup.com

    USTAT Oren Gilboa USTATsupportescalation@exlibrisgroup.com

    Voyager

    Linda Zaleski

    VOYAGERsupportescalation@exlibrisgroup.com

    Summon
    360 Suite
    Intota

    Stephen Gilewski

    SummonSupportEscalation@exlibrisgroup.com

    RefWorks
    Pivot
    Karen Farley RefWorksPivotEscalation@exlibrisgroup.com

     

     

    1. 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

     

    1. Escalate to the Chief of Global Operations: Yair Amsterdam - Yair.Amsterdam@exlibrisgroup.com