Support Services for Your Ex Libris Products | Contact Us (original) (raw)

Support Structure

We aim to support our customers in the most efficient and appropriate manner by fitting our support structure to customers’ needs for each product.

The majority of our products are supported using the “One Stop Shop” model, where all cases are handled directly by dedicated, skilled, and highly experienced global teams.

We also employ a tiered model where appropriate – Tier 1 staff are located in 18 countries, are familiar with multiple products, and can provide a first-level response as well as functional support. Our Tier 2 analysts are specialized in a specific product, and provide technical and in-depth support.