April 2005 Issue - Ex Libris

The Ex Libris Support Center
Ex Libris believes that quality service is increasingly the
feature that distinguishes library automation vendors. In
order to assure that our customers receive the highest level
of satisfaction at every stage of interaction with the company
and its products, we invest a wealth of resources—human
and technological—in enhancing our support infrastructure.
Of the 240 professionals employed by Ex Libris around the
world, over one-fourth are dedicated to supporting our
customers in operating, upgrading, and troubleshooting
their products.
The new Ex Libris Customer Support Center, inaugurated
in January 2005, is a clear illustration of this commitment to
support issues. An advanced Web application, the new
Support Center provides customers with round-the-clock
access to various Ex Libris support services.
The interactive Support Center is the portal through which
customers track and manage support incidents. Using an
intuitive user interface, customers can open new support
incidents, quickly browse open incidents, perform searches,
add notes to open incidents, close incidents, search the
Knowledgebase, and update profile details with ease.
The Customer Support Center Knowledgebase consists of
a wealth of data gathered from customer Support Incidents.
The Knowledgebase, which increases in size daily, includes
solutions to common problems and questions as well as
product tips and tricks from Ex Libris.
The Documentation Center, located in the Customer Support
Center, houses a comprehensive collection of technical,
implementation, and support documents for each of the
company’s products. These can be searched by standard
trees or via a special full-text search mechanism. The
Download Center section of the Documentation Center is
where our customers turn to download items such as Service
Packs for software corrections.
Geographical distribution
In order to ensure high-level service and support for all of
our customers across six continents, we have established
regional Customer Support Centers. These facilities are
located close to Ex Libris customer bases around the world:
in Australia, Brazil, China, France, Germany, Israel, Poland, the
United Kingdom, and the United States. Each regional center
provides technical support to customers in its geographic
region, enabling analysts to respond to service calls quickly
and effectively, regardless of location.
Additional local support offices are available via Ex Libris
partners around the world: in the Czech
Republic, Denmark, Hungary, Italy, Mexico, Norway, Portugal,
South Africa, Spain, and Taiwan.
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All regional Customer Support Centers and local offices are
staffed by highly trained, experienced technical
professionals dedicated to providing customers with
excellent service in the customer’s language of choice and
in the appropriate time zone.
Both regional and local Customer Support Centers provide
project management services coordinated with project
managers from Ex Libris international headquarters. This
ensures quick and efficient planning and support.
Our Customer Support Service Center philosophy is based on
geographical proximity to the customer, speaking the customer's
language, and providing the highest level of support possible.