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Normal status cases should have a response within 2 business days (High = 1 business day, Low = 3 business days)
Note that opening multiple cases for the same issue is unlikely to generate additional attention for your issue – in fact, it is more likely to split attention. Adding more examples or escalating the case is a better bet.
Similarly, assigning a “High” priority to a case that doesn’t meet Ex Libris’ description of priority is unlikely to get extra attention for the issue. You can always bring this case to Brandon’s Christina’s attention for extra monitoring.
You request an update by adding a comment to your open case. This lets the assigned support rep know there has been an update to the case.
If you don’t get a response to a request for an update, you can email Brandon Christina and ask him her to escalate
You can also ask for escalation directly by emailing almasupportescalation@exlibrisgroup.com or primosupportescalation@exlibrisgroup.com . Put “Please escalate case #XXXXXX” in the subject and a brief description of why you want the case escalated in the body of the message.
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Always create a case to report the issue and following up with the 24x7 Hub via phone if deemed necessary. This will provide Ex Libris with the necessary info in written form so nothing is lost in translation. The 24x7 response commitment is 1 hour and I have found them to be very responsive within this timeframe time frame when reporting System Down issues.
You should let Brandon Christina know if you have not received responses within the specified time or if you are unhappy with how your issue has been treated.
More info on reporting system down issues can be found on the Knowledge Center. A FAQ is also available with more information regarding coverage.
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