Product Communication Avenues

Ex Libris Products: 

Aleph 

Primo 

SFX 

MetaLib 

Communication with Vendor  eService (http://support.exlibrisgroup.com/) or direct email to Debbie Reeber or Brian Noone.
If you fail to receive a response from Ex Libris for an extended period of time, please contact Kirsten Leonard.
Please see the Primo Communication Procedure Chart to see what category your problem falls under and proceed from there. eService (http://support.exlibrisgroup.com/)[Note: The 7 institutions that are still implementing should contact Patrick Otton]If you fail to receive a response from Ex Libris for an extended period of time, please contact Kirsten Leonard. eService (http://support.exlibrisgroup.com/)If you fail to receive a response from Ex Libris for an extended period of time, please contact Kirsten Leonard.
eService/Pivotal Problems If eService/Pivotal is running slow or down, please email  customer.center@exlibrisgroup.com with the problem you are experiencing and this contact information:
  • Name of institution
  • Your name
  • A phone number (with the country code) or an e-mail address where we can reach you

Please, CC the PALNI corresponding product list in your email to Ex Libris. See the row below for those addresses.

System Down -Communication with Vendor  EX Libris Products 
  • If an entire production system or module is unusable for all users, immediately open a Support Incident in eService with “System Down” as the priority level.
  • Send an email to 24X7hub@exlibrisgroup.com with the following details:
    • Name of institution
    • Your name
    • A phone number (with the country code) or an e-mail address where we can reach you
    • Your Support Incident number
    • Name of the product which is experiencing a problem
  • Please, CC the PALNI corresponding product list in your email to Ex Libris. See the row below for those addresses.
  • System down issues will also be reviewed/cooridinated by the corresponding Advisory Group Steering Committee (PTAG, PCAG, or DigitalAdmin)
Lists that are sent to PALNI only (ExLibris may send but not receive on this lists)

palsys@elist.palni.org

palacq@elist.palni.org

palcirc@elist.palni.org

palcat@elist.palni.org  

palprimo@elist.palni.org

palsys@elist.palni.org

palsam@elist.palni.org palsam@elist.palni.org
Wikis 

PTAG Wiki

PALNICIRC Wiki

PALNICAG Wiki

PTAG Wiki

PALNICAG Wiki

RIO Wiki

PTAG Wiki PTAG Wiki
Product Discussion Lists (World-wide) ALEPH500-DISCUSS-L    PRIMO-DISCUSS-L SFX-DISCUSS-L METALIB-DISCUSS-L
Additional Resources  Ex Libris Customer Care Center (Doc Portal)- http://www.customercenter.exlibrisgroup.com/Ex Libris Learning Center-http://learn.exlibrisgroup.com/Request additional eService accounts by emailing- customer.center@exlibrisgroup.com

 

Non-Ex Libris Products:

CONTENTdm 

EZproxy (Only the 8 using OhioNet)

Communication with Vendor  Digitaladmin@elist.palni.org goes to the PALNI members of the admin team. We suggest that Email mwest@palni.edu and kleonard@palni.edu  
System Down -Communication with Vendor    support@ohionet.org 
Lists that are sent to PALNI only (ExLibris may send but not receive on this lists) paldigital@elist.palni.orgDigitaladmin@elist.palni.org palniezproxy@elist.palni.org 
Wikis  PALDIGITAL WikiPTAG Wiki (Some older info) PTAG Wiki 
Product Discussion Lists (World-wide) Users can collaborate by using the Forums. CONTENTdm news is provided through blogs.http://www.contentdm.org/USC/forum/index.php http://www.oclc.org/support/documentation/ezproxy/list.htm
Additional Resources  CONTENTdm User Support Center- www.contentdm.org/usc