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.org Digitaladmin@elist.palni.org	palniezproxy@elist.palni.org
Wikis	PALDIGITAL Wiki PTAG 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

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