Ex Libris Support Open Cases Escalation Path

Owned by Liana Giovando
Feb 02, 2023
1 min read

OCLS recommends the following escalation path when working with Ex Libris Support.

 

Each should college escalates tickets as they see fit. 

Step 1: At your discretion, click the "Escalate Case" button on the case (via the Support Center), and add a comment asking the assigned owner to escalate the issue. 

Step 2: Escalate to the customer support manager responsible for the product affiliated with the incident by email. Find contact information on the Support Escalation Policy - Ex Libris page using the list under step 2. Copy OCLS Help Desk (helpdesk@ocls.ca) on the email so that OCLS may stay informed of your correspondence with Ex Libris. 

Step 3: Escalate to the regional support focal point contact (North America) by email. Find contact information on the Support Escalation Policy - Ex Libris page for the North America regional support focal point using the list under step 3.  Copy OCLS Help Desk (helpdesk@ocls.ca) on the email so that OCLS may stay informed of your correspondence with Ex Libris. 

Step 4: When tickets reported to regional support focal point are still not moving to our satisfaction, they are reported Virginia Roy, OCLS Executive Director (vroy@ocls.ca) who will discuss them with Ex Libris account managers (Tate Nunely, André Tessier, and or Vice President).