What is Ex Libris Escalation Policy?
- Product: Cross Product
Question
What is Ex Libris Escalation Policy?
Answer
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:
2. Escalate to the customer support manager responsible for the product affiliated with the incident, according to the list below:
|
Product |
Contact |
|
|---|---|---|
|
Alma |
Zvi Finkin |
|
|
Aleph and Alephino |
Martin Büscher |
|
|
bX |
Adi Fubini |
|
|
campusM |
Sat Dhanjal |
|
|
DigiTool |
David Sades |
|
|
Leganto |
Zvi Finkin |
|
|
MetaLib Support and KnowledgeBase |
David Sades |
|
|
Primo |
Yael Shahar |
|
|
Primo Central Index (PCI) |
Meni Toubul |
|
|
Rosetta |
David Sades |
|
|
SFX |
Brian Noone |
|
|
SFX KnowledgeBase |
Oren Gilboa |
|
|
Verde & USTAT |
Zvi Finkin |
|
|
Voyager |
Linda Zaleski |
|
|
Summon |
Stephen Gilewski |
3. Escalate to the regional support focal point:
|
Region |
Contact |
|
|---|---|---|
|
North America |
Matt Baker |
|
|
Europe |
Martin Büscher |
|
|
APAC |
Adi Fubini |
4. Escalate to the Chief of Global Operations: Yair Amsterdam - Yair.Amsterdam@exlibrisgroup.com
Additional Information
What procedure should be followed to alert Ex Libris of a system down?
- Article last edited: 24-January-2016