Product Support Contacts

Ex Libris (Aleph, SFX, MetaLib, and Primo after July 15th 2011)

  • eService/Pivotal/CRM – (Support can be reached at 877-455-5693 for follow-up on tickets submitted to eService.)
  • Customer Care Center/Documentation Center- There is no longer a direct link to the Doc Portal. You must go through the Customer Care Center first, and the Documentation Center is the bottom, middle box on the frontpage.
  • Request additional eService accounts by emailing with your contact information.  Also, let them know that you are part of PALNI.
  • Additional support can be on the PTAG wiki: Ex Libris Support Resources
  • For ExLibris Products that are completely down:
    • If an entire production system or module is unusable for all users, open a Support Incident in eService with “System Down” as the priority level.
    • Send an email to 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

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