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Do you want to escalate a Support Case?

April 2015 Update

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:
AlmaZvi Finkin Almasupportescalation@exlibrisgroup.com
Aleph and AlephinoMartin Buscher ALEPHsupportescalation@exlibrisgroup.com
bXAdi Fubini bXsupportescalation@exlibrisgroup.com
DigiToolDavid Sades DTLsupportescalation@exlibrisgroup.com
LegantoZvi Finkin Legantosupportescalation@exlibrisgroup.com
MetaLib Support and KnowledgeBaseDavid Sades MLsupportescalation@exlibrisgroup.com
PrimoYael Shahar PRIMOsupportescalation@exlibrisgroup.com
Primo Central Index (PCI)Meni Toubul PCIescalationrequest@exlibrisgroup.com
RosettaDavid Sades rosettaescalation@exlibrisgroup.com
SFXBrian Noone SFXsupportescalation@exlibrisgroup.com
SFX KnowledgeBaseOren Gilboa SFXKBsupportescalation@exlibrisgroup.com
Verde & USTATZvi Finkin VERDEsupportescalation@exlibrisgroup.com
VoyagerLinda Zaleski VOYAGERsupportescalation@exlibrisgroup.com
SummonStephen Gilewski SummonSupportEscalation@exlibrisgroup.com
360 SuiteStephen Gilewski SummonSupportEscalation@exlibrisgroup.com
IntotaStephen Gilewski SummonSupportEscalation@exlibrisgroup.com

3. Escalate to regional support focal point:
North AmericaMatt Baker Matt.Baker@exlibrisgroup.com
EuropeMartin Buscher Martin.Buescher@exlibrisgroup.com
APACAdi Fubini Adi.Fubini@exlibrisgroup.com

4. Escalate to Chief of Global Operations:
Yair Amsterdam - Yair.Amsterdam@exlibrisgroup.com

Yair Amsterdam
Chief of Global Operations
Ex Libris