The Ex Libris and ProQuest global Technical Product Support organizations are very pleased to announce some improvements to customer support.
 
Because so many customers use both Ex Libris products and ProQuest content platforms, we began a project earlier this year to align how the two support organizations work together.  As a result of this effort, we will be rolling out some changes to improve efficiency, collaboration, and communication.  Some changes will be specific to internal staff and processes, and others will be very noticeable to customers, but all the changes are focused on our goal to improve and harmonize the experience of Ex Libris and ProQuest customers.
 
We invite you to join a live webinar to be held in major regions globally where we will demonstrate the important upcoming changes live and discuss the value we expect to come from these efforts.

 
Join the North America webinar here
Event number: 350 377 856; Password: Alignment2018
Tuesday, October 16, 2018 1:00 pm, Eastern Daylight Time (New York, GMT-04:00)
Tuesday, October 16, 2018 12:00 pm, Central Daylight Time (Chicago, GMT-05:00)
Tuesday, October 16, 2018 11:00 am, Mountain Daylight Time (Denver, GMT-06:00)
Tuesday, October 16, 2018 10:00 am, Pacific Daylight Time (San Francisco, GMT-07:00)

 
Join the Asia-Pacific webinar here
Event number: 345 185 782; Password: Alignment2018
Monday, October 15, 2018 2:00 pm, Australia Eastern Daylight Time (Sydney, GMT+11:00)
Monday, October 15, 2018 4:00 pm, New Zealand Daylight Time (Wellington, GMT+13:00)
Monday, October 15, 2018 11:00 am, Singapore Time (Singapore, GMT+08:00)
Monday, October 15, 2018 8:30 am, India Time (Mumbai, GMT+05:30)
Monday, October 15, 2018 12:00 pm, Japan Time (Tokyo, GMT+09:00)

 
Join the Europe, Middle East, & Africa webinar here
Event number: 345 675 761; Password: Alignment2018
Monday, 15 October 2018 15:00, GMT Summer Time (London, GMT+01:00)
Monday, 15 October 2018 10:00, Eastern Daylight Time (New York, GMT-04:00)
 
You can see and use the changes below most efficiently when logged in to the ProQuest Support Center. We take issues from customers via live phone and Chat, email, and through our open webform. But customers who register and login to Support Center get the broadest array of information and features. Among other things, logged in customers can create, update, and monitor support cases; see and export a history of support cases; or see all support cases linked to your institution.  Get more information about what’s available through the ProQuest Support Center here or just register for access here.

Here is an overview of some changes implemented in ProQuest Support Center October 21, 2018: We have improved our survey format so customers can provide their feedback quickly through a simple, one-click response. Surveys are sent to the customer contact who reported the case when the Support Analyst Resolves the case. We also welcome written comments in a free text field of the survey response. All surveys reviewed for performance recognition as well as opportunities for improvement. Surveys scored with “Very Dissatisfied” will have a follow up from management team with the customer.
User-added image
Customers requesting new additions to the title offerings or reporting usability issues with online titles will be able to report issues and engage directly with the Content and Editorial support teams handling such issues.   Customers will benefit from advanced support article searching in the Support Knowledge Portal, through the Google index. Support articles help you find answers to issues such as Access problems, Usage and Billing questions and a lot more.
 
Use the following syntax to search the Support Center Knowledge base through the Google index:
User-added image
 
Library staff members who login to the to submit cases, will be able to see the following additional changes:
 
Set Case Priority:
The table below describes all available priorities and when they should be used, in addition to providing examples for each priority level. Internally, a scoring system is utilized to provide a visual aid to quickly determine the urgency of an inquiry (case). When a priority of “High” or “System Down” is assigned to the inquiry, the case will receive a boost in score for priority handling.
 
PriorityDescriptionResponse Time Target
 
System Down
Platform unavailable 
Target initial response within 1 Hour. Verify and report outage or provide latest update to customer on known problem.
 
High
 
 
Problems with authentication or major functions of the platform are no longer working properly
 
 
Target initial response within 1 Business Day. Scoring system is used to boost urgency level for cases with High priority.
 
Medium
 
Non-performance related requests for assistance. (This is the default priority)
 
 
Target initial response within 1 Business Day. Scoring system is also used to boost priority for handling.
 
Low

 
General questions that not necessarily require a timely response
 
 
Target initial response within 1 Business Day
Cases submitted through the webform (Support Center “Submit a case” page) and emails will get Normal priority by default.
 
Examples of appropriate priority usage:
 
PriorityExamples
System Down• A production server has failed (production down)
• Multiple users cannot access the production servers
• Performance of the servers has degraded to an unusable level
• Data is unrecoverable, corrupt, or lost
High• Critical component returning error or not responding
• Degraded application performance is having a serious negative impact on business
• A database or application error has occurred which severely impacts business operations
Medium• Issue affects customer’s ability to meet near–term deadlines
• Component returning error or not responding
• Degraded performance is negatively impacting business operations
• Acceptable workaround may exist
Low• General question such as “how–to”
• Issue with little or no impact
• Documentation issues
• Issue is essentially resolved but remains open for customer confirmation. Intermittent wait status with little or no customer interaction required
Case Escalation:
If a case is not progressing to the customer’s satisfaction for any reason, customers can escalate a case with a new functionality available when customers view their cases logged into the Support Center. This will escalate the case to the Support Team Manager’s attention.

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.

  We have aligned many Support Case Statuses & Fields for a more consistent experience whether you have an Ex Libris or ProQuest product support issue. The following changes will go into production on our ProQuest Support Cases on October 21, 2018:
 
Status NameNew Status? (Y/N)Previous Status Name 
What does it mean?
 
NEW
 
YesOpen A New Support Case
In ProgressNo Case is now under Support Analyst review and communication with customer has been initiated.
 Pending - ReleaseYesNo previous name, this is a new Status 
Used to notify the Support Analyst that a development fix has been created and when it will be released.
 
Pending - Customer TestingYesNo previous name, this is a new Status 
Customers can choose this Status for cases in their Support Center account to indicate they are testing a recently released fix for the issue.
 
Pending - Work PlanYesNo previous name, this is a new Status 
Technical Support Analyst has presented a defect to Development for evaluation, and Development has determined that the issue is still under consideration to be included in a future work plan for the relevant product but there is no planned date for release.
 
Cases in Pending Work Plan status will be reassessed by Support and Development periodically.

 
Pending - ContentNo Case is now under review with Content Team for resolution.
Pending - DevelopmentNo A ticket has been opened with Development team for review.
 Update ReceivedYesNo previous name, this is a new StatusWhen customers respond to a request for additional information, this Status notifies Support that you have provided an update to the Case, and the Support Analyst should review the new information and continue their investigation. 
 ReopenedNoReopenedRevised Status
 
When a customer adds a comment to a Case in Resolved status it will be updated to “Reopened” to signal Support to look at the case again.
ResolvedNo Customer confirms that no additional work needs to be done to fix the issue noted in the case.

Find associated changes to Ex Libris Support Portal described here.
Find the Webinar overview of these changes here.