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 products worldwide.
The GSO is committed to a best-practice approach that establishes and delivers consistently high service levels; allows for tiered escalation of support incidents;
adheres to transparent processes; and delivers unified response levels for all products through ongoing monitoring and improvement processes.
Support Escalation Policy:
1. Highlight the issue with the assigned owner via the Ex Libris Support Center.
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 | E-mail |
| Alma | Zvi Finkin | Almasupportescalation@exlibrisgroup.com |
| Aleph and Alephino | Martin Buscher | ALEPHsupportescalation@exlibrisgroup.com |
| bX | Adi Fubini | bXsupportescalation@exlibrisgroup.com |
| campusM | Sat Dhanjal | campusm-escalations@exlibrisgroup.com |
| DigiTool | David Sades | DTLsupportescalation@exlibrisgroup.com |
| Leganto | Zvi Finkin | Legantosupportescalation@exlibrisgroup.com |
| MetaLib Support | David Sades | MLsupportescalation@exlibrisgroup.com |
| Primo | Yael Shahar | PRIMOsupportescalation@exlibrisgroup.com |
| Content Operations (Alma CZ, SFX KB, PCI, Summon Index, 360 KB, Ulrich's) | Oren Gilboa | Content.Operations.escalation@exlibrisgroup.com |
| Rosetta | David Sades | rosettaescalation@exlibrisgroup.com |
| SFX | Brian Noone | SFXsupportescalation@exlibrisgroup.com |
| Verde & USTAT | Zvi Finkin | VERDEsupportescalation@exlibrisgroup.com |
| Voyager | Linda Zaleski | VOYAGERsupportescalation@exlibrisgroup.com |
| Summon360 SuiteIntota | Stephen Gilewski | SummonSupportEscalation@exlibrisgroup.com |
3. Escalate to regional support focal point: |
| Region | Contact | E-mail |
| North America | Matt Baker | Matt.Baker@exlibrisgroup.com |
| Europe | Martin Buscher | Martin.Buescher@exlibrisgroup.com |
| APAC | Adi Fubini | Adi.Fubini@exlibrisgroup.com |
4. Escalate to Chief of Global Operations:
Yair Amsterdam - Yair.Amsterdam@exlibrisgroup.com
Sincerely
Yair Amsterdam
Chief of Global Operations
Ex Libris |
