Support Escalation Process
If a case is not progressing to the your satisfaction for any reason, you can escalate your case with a feature available when logged into the Support Center. This will escalate the case to the Support Team Manager’s attention.

Please Note: If you are a librarian or administrator and don’t already have a ProQuest Support Center login, sign up for an account, and you will receive a confirmation to access your account.

A button labeled “Escalate This Case” will now be available, to logged-in users, above the "Case Details" section.



What happens to escalated cases?
If you escalate a support case via the ProQuest Support Center, the Support Team Leader and Manager are notified automatically. You will receive confirmation that your escalation request was received, and we will review the case to identify next steps and update you daily.

In addition, you can escalate to the regional support focal point:
RegionContactEmail
North AmericaDon NelsonDonald.Nelson@ProQuest.com
Europe, UK, Ireland, LATAM, Middle East, Africa, IndiaMartin BüscherMartin.Buescher@exlibrisgroup.com
APACSean KramerSean.Kramer@ProQuest.com

If the issue is related to training, you can also escalate to one of the following training focal points:
RoleContactEmail
Director, Customer Experience - North AmericaScott ShullScott.Shull@ProQuest.com
Director, Customer Experience - Europe, UK, Ireland, LATAM, Middle East, Africa, IndiaRebecca UrsellRebecca.Ursell@ProQuest.com
Director, Customer Experience - APACSean KramerSean.Kramer@ProQuest.com
Vice President, Global Customer ExperienceJed GilmoreJed.Gilmore@ProQuest.com


If you would like to know how to escalate an outstanding support case currently with Ex Libris, the escalation policy can be found here.