campusM Support Overview
campusM Support Overview
Ex Libris is committed to providing customers with timely and accurate customer service. We hire and train highly skilled professionals with experience and knowledge working with mobile applications and integrating with University systems. When necessary, our support staff work closely with our R&D center in order to provide solutions to reported issues.
Standard Ex Libris support is provided Mon-Fri, 8:30 am to 5:30 pm; U.S. Central time (NA region), UK time (EMEA region) and Australian Central time (APAC region). Support for critical issues, including a down system, is provided 24x7 including weekends and holidays.
Ex Libris customers have access to our Salesforce Customer Portal, which allows opening, updating, and tracking support Cases handled by Ex Libris Support. Each Case is assigned a Case number for tracking, and is included in all communications about a particular issue or question. Customers also have access to the Ex Libris Customer Center, which provides central access to product documentation, training resources, Ex Libris news, and other useful product resources; all openly available and searchable directly (http://knowledge.exlibrisgroup.com or via standard Search engines such as Google).
Requests for Support sent as Cases from our Salesforce system are assigned response levels to help us prioritize issues, communicate in a timely manner and provide a means for us to measure our performance. It is recommended to refer to the following campusM knowledge articles on the CKC (includes some common cases and troubleshooting tips) before reporting issues which affect campusM, as these noted issues may be caused by University-related changes or other common issues not caused by campusM and may need to be resolved independently of Ex Libris.
In order to provide support in a timely and efficient manner, it is required that Ex Libris be provided working app credentials and an appropriate scenario as well as working remote access to the local Connect Layer (if a local Connect Layer is part of the customer's specific solution) as described here.
For down systems or components, support is available around the clock, 24 hours a day, 7 days a week, 365 days a year. Follow the escalation policies as described in the links at the end of this article to ensure our 24/7 support is alerted in parallel to opening a support case.
Response levels to reported cases are as follows, unless specified differently:
| Response Level | Description | Initial Response |
|---|---|---|
| I | The Production service is not available (System Down Priority) | 1 hour |
| II | An inoperable Production module (Component Down Priority) | 2 hours |
| III | Other Production performance related issues, typically a module feature working incorrectly (High Priority) | 1 business day |
| IV | Non-performance related incidents, including: general questions, requests for information, documentation questions, enhancement requests (Normal and Low Priority) | 2 business days |
campusM Support Coverage
| Type of Request / Report | Description | SLA |
|---|---|---|
| Queries and defect / issue reports | This type of standard support area covers issues and queries related to the campusM application / Web portal and the integration to systems delivered as part of work originally delivered by Ex Libris. |
Per SLA noted above |
|
New Product Integrations |
When a new product integration or functionality to an existing product integration is required which represents a system or function not delivered by Ex Libris in the current application / Web portal, the request is not covered by support. In this case, please follow the Request New Product Integration flow |
Such requests here and in the Ideas Exchange platform will be reviewed on a regular basis by the campusM product team for consideration and inclusion into the product integration arsenal |
|
New User experience add-on service |
When a user experience re-design is required to the app / Web portal or changes require extensive functionality modification, which surpasses the standard user experience change requested noted above, the request is not covered by support. The request will be forwarded to your designated Ex Libris account manager and/or the campusM Success Manager for further communications and scheduling. |
Recommended lead time for project start: 6 weeks Specific scope, costs and delivery dates will be agreed between Ex Libris and the customer. |
Ex Libris also supports a growing campusM community that engages its members through an array of channels. These include the Developer network, useful knowledge articles, regional user conferences and the online customer Slack channel where other campusM users can share experiences and best practices and where Ex Libris can provide important product-related updates.
For more information on the Ex Libris support portal and escalation policies:
https://knowledge.exlibrisgroup.com/Cross_Product/Support/SalesForce/Support_Portal_User_Guide
https://knowledge.exlibrisgroup.com/Cross_Product/Knowledge_Articles/Escalation_Policy
https://knowledge.exlibrisgroup.com/Cross_Product/Support/24X7_Support