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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

 

 

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