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What procedure should be followed to alert Ex Libris of a system down?
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Product: Cross-Product
Question
What procedure should be followed to alert Ex Libris of a system down?
Answer
  1. Create a new support case with priority "System-Component Down".
    If you have no access to the Support Portal, please send a mail to the 24x7 hub (​24x7Hub@exlibrisgroup.com​). Please indicate in the email that you are not able to open a case.
  2. Provide information about the product, environment and server impacted.
  3. Describe the issue, including exact error messages and any details that may help Support diagnose and resolve the issue.
  4. For local environments, ensure access is open to all Ex Libris IPs (see link below)
  5. Be sure to provide contact information.
Additional Information
Contact details for the 24x7 hub:
By phone:
 
North America
877-445-5693, press 9
U.S
18884106267
U.K
08007831981
Australia
1800931596
Germany
08001818629
Denmark
80880924
France
0800903445
Netherlands
08000221381
Norway
80014218
Sweden
020798846
Poland
008009721282
Hong Kong
800964001
Taiwan
00801979743
New Zealand
0800440302
International Number
+972 2 649 5444

 
 
By email: 24X7hub@exlibrisgroup.com
Article last edited: 6-June-2021
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