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  4. What is Ex Libris Escalation Policy?

What is Ex Libris Escalation Policy?

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  1. Support Escalation Policy
  2. Additional Information
  • 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. Use the "Escalate Case" button on the case (via the Support Center), and add a comment asking the assigned owner to escalate the issue. 

 

  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

Omri Singer

Callie Mendoza

Almasupportescalation@exlibrisgroup.com

Aleph and Alephino

Martin Büscher

ALEPHsupportescalation@exlibrisgroup.com

bX

Nili Natan

bXsupportescalation@exlibrisgroup.com

campusM

Jake Halperin

campusm-escalations@exlibrisgroup.com

Content Operations
(Alma CZ, SFX KB, 360 KB, CDI)

Liron Klein-Levy

Content.Operations.escalation@exlibrisgroup.com

DigiTool

Marek Melichar 

DTLsupportescalation@exlibrisgroup.com

Esploro

 Abu Zaid Ahmad

Esplorosupportescalation@exlibrisgroup.com

Leganto

Shira Cohen

Legantosupportescalation@exlibrisgroup.com

MetaLib Support

Moshe Lubliner

MLsupportescalation@exlibrisgroup.com

Pivot

 Abu Zaid Ahmad

RefWorksPivotEscalation@exlibrisgroup.com

Primo

Primo VE

Ishay Ohayon

Jack Boettcher 

PRIMOsupportescalation@exlibrisgroup.com

Rapido

Aviya Ezra

rapidosupportescalation@clarivate.com

Rosetta

Marek Melichar 

rosettaescalation@exlibrisgroup.com

Summon
360 Suite

Intota

Ulrichsweb

Jack Boettcher

SummonSupportEscalation@exlibrisgroup.com

RapidILL

Aviya Ezra

rapidillsupportescalation@exlibrisgroup.com

RefWorks

 Abu Zaid Ahmad

RefworksEscalation@proquest.com

Research Professional

 Abu Zaid Ahmad

ResearchProfessionalEscalation@exlibrisgroup.com

Rialto

Callie Mendoza

RialtoSupportEscalation@proquest.com

SFX

Moshe Lubliner

SFXsupportescalation@exlibrisgroup.com

Verde

Zvi Vogel

VERDEsupportescalation@exlibrisgroup.com

USTAT

Moshe Lubliner

USTATsupportescalation@exlibrisgroup.com

Voyager

Callie Mendoza

VOYAGERsupportescalation@exlibrisgroup.com

 

 

  1. Escalate to the regional support focal point:
Region Contact E-mail

North America

Matt Baker

matthew.baker@clarivate.com

Latin America

Oscar Caballero

Oscar.Caballero@clarivate.com

Europe, Australia and New Zealand

Martin Büscher

Martin.Buescher@clarivate.com

China, Japan, Korea and Southeast Asia

Kevin Cao

Kevin.Cao@clarivate.com

 

  1. Escalate to the Vice President:

 

Contact E-mail

Global Technical Support

Luda Soffer

Luda.Soffer@clarivate.com

Content Operations

Osnat Vilenchik

Osnat.Vilenchik@clarivate.com

 

Additional Information

Working with Ex Libris Support - Ex Libris Knowledge Center

What procedure should be followed to alert Ex Libris of a system down?

 

Read this article in Chinese


  • Article last edited: 08-Jan-2025
View article in the Exlibris Knowledge Center
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