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Ex Libris Support Services - A Customer / Ex Libris Collaborative Review

Ex Libris Support Services - A Customer / Ex Libris Collaborative Review. Session B8, Péribonka Thursday, May 1, 2014 , 4:45-5:30 PM. Pascal Calarco - University of Waterloo Yoav Eder - Ex Libris Habib Tabatabai - University of Central Oklahoma.

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Ex Libris Support Services - A Customer / Ex Libris Collaborative Review

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  1. Ex Libris Support Services - A Customer / Ex Libris Collaborative Review Session B8, Péribonka Thursday, May 1, 2014 , 4:45-5:30 PM Pascal Calarco - University of Waterloo Yoav Eder - Ex Libris Habib Tabatabai - University of Central Oklahoma ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  2. Reach Salesforce Team atEL-SF.support@exlibrisgroup.com ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  3. Publish your cases to all. People can “Me Too” it. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  4. Escalate your cases:http://customercenter.exlibrisgroup.com/Pages/Escalation.aspx ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  5. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  6. 1. Highlight the issue with the assigned owner via the Ex Libris Support Center.  ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  7. 2. Escalate to the customer support manager responsible for the product affiliated with the incident, according to the list below: ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  8. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  9. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  10. http://status.exlibrisgroup.com/ - For multi-tenant environment - With input from ELUNA and IGeLU, newly developed website displays the current and past 5 days status of SaaS Alma, Primo Total Care, Primo Central, and bX and scheduled maintenance windows. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  11. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  12. If you mouse over on any “orange”  indicator, it will show you minor detail of the problem. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  13. By clicking the email icon on the same page, you can subscribe to receive email notifications for status of effected services. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  14. Q: What about other Direct instances? • A. all other instances – Single Tenant Environment, such as Aleph, Voyager, Primo Direct and other Direct customers will be notified as before by publishing updates in the 'Cloud Status page' and by sending emails with scheduled maintenance notifications based on mailing lists in Salesforce. http://customercenter.exlibrisgroup.com/Pages/cloudstatus.aspx • You can also access to both the above page through Customer Center” portal @ http://customercenter.exlibrisgroup.com ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  15. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  16. Another useful resource to find solutions is “Developers Network” at https://developers.exlibrisgroup.com/. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  17. The Ex Libris Developer Network Forumis the place to go. Search the forum for instant help, or ask a question and get help from knowledgeable customers and Ex Libris staff. https://developers.exlibrisgroup.com/discussions#!/forum/forums/list.page ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  18. How can New Staff Request Customer Center and Support Portal (SalesForce) Login? In Salesforce search for Article # 21549. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

  19. Questions / CommentsThank you for being a part of this conversation. ELUNA 2014 - Thursday, May 1, 2014, Session B8 Montreal, Canada

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