Customer Support Advisory Group

News and updates

  • SAG Customer Survey – Please share your experiences of Support – Survey is open 5th June until12 June.

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Current action items for the Group

  • Survey the User Community to capture general feedback on Support experience – our SURVEY will be open 5th June to 12th June 2025
  • Discuss specific topics given to us by ExLibris support colleagues (Question Set 1)
  • Raise any general issues passed to the group from Working Groups, INUGs
  • Review TOR
  • Review six month work planning for the group
  • Review in-scope topics in ToR
  • Review in-scope.out-of-scope topics for Consortium Support issues
  • Plan for group membership changes

Decisions

  1. When a support ticket is set to ‘Awaiting Customer Input’ extend the auto closure period from 2 weeks to 4 weeks. Change made on 17th July for new calls. Decision to be reviewed after IGeLU 2024.

Meeting notes