Escalation of errorsEscalation of errors

Escalation of errors is handled within Elsevier’s issue tracking system, by commenting on a given issue. For issue of an urgent nature, you may reach us by phone or e-mail (phone preferred).

Note, that this can only be done by Administrator of Pure and you must have an existing support Case for reference.

1st level escalation

Morten de Melo Lyng, Team Lead, Pure Support

Email: morten.melolyng@elsevier.com

Mobile: +45 2244 5696

2nd level escalation

Mathias Wust, Global Director Client Services

Email: m.wust@elsevier.com

3rd level escalation

Patrick Crisfulla, VP of Pure

Email: P.Crisfulla@Elsevier.com

Note: In the event that the target response time and/or remediation begun time is not met in relation to a Category A defect, Customer may escalate issues to the 3rd level in the first instance.

Phone:  +1 8562677892