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Updated  by jennifer.pelton@iii.com

Summary

Contact information including links, phone numbers, and emails for customer support, sales and more.

Description

Innovative provides every customer with 24 hours a day, seven days a week, 365 days a year system critical support. Live telephone coverage and email communication is provided at all hours.  Wherever you are, whatever kind of library you run, our librarians and technical analysts will be there for you.


Contact Us

 

Customer Support

Submit a ticket
Web (recommended): Log in to the Supportal and click on Open a Ticket in the navigation header or use the Help Desk portlet on the main page.

 

Email: support@iii.com


Phone: +1-510-450-6344 (U.S. International)


Additional Phone Numbers for Sierra, Millennium, and Discovery Customers
1-800-444-2344 (North America)*
+1-510-450-6344 (U.S. International)
+353 16722300 (Ireland International)
1-800-143-893 (Australia)
0800 995100 (New Zealand)
00801147001 (Taiwan)

1-800-819-866 (Malaysia)

108007130796 (Northern China)
108001301109 (Southern China)

*24-hour technical support.
(Application support available 8am-8pm Monday-Friday Eastern Time)

Additional Phone Numbers for Polaris ILS Customers
1-877-857-1978 (U.S. 8am-8pm Eastern Time Monday-Friday)
24-hour emergency support: 1-877-857-1978

Additional Phone Numbers for Virtua ILS and Vital Customers
1-800-858-8857 (U.S. and Canada 8am–5pm Eastern Time & 24 hr. emergency support)
+1 540 557 1214 (Non US/Canada Customers calling US Office)
+353 1672 2300 (Ireland/International 9am - 6pm Central European Time)
1-800-819-866 (Malaysia 8:30am–5:30pm Malaysia Time Monday - Friday) 

 

Escalate a Ticket 

Click here for specific contact information by product area

 

For general support escalations, contact:

Caitlin Spears | Director, Customer Care 

Email: caitlin.spears@clarivate.com

Phone: +1.415.846.8704 or +1.510.496.4962


Jed Gilmore | VP of Customer Care
Email: jed.gilmore@clarivate.com
Phone: +1.206.554.1205  


 

Sales and Renewals

Email: sales@iii.com


Phone: +1-510-450-6344 Press 2


Customer Relationship Center (CRC)

Monday-Friday 7:00 am to 5:00 pm PST

Phone: +1-510-619-3566

 

 

Professional Services

Training 

Web: Click here to see brochures on III.com 

 

Email:

     General questions: sales@iii.com

     Custom training plans: innou@iii.com


Webinars

Web: Review and Register Online at https://www.iii.com/events/


Workshops 

Web: Click here to review workshops and register online 


Email:

     Registration questions: sales@iii.com

     Other questions: innou@iii.com

 

 

Finance / Billing

Email: pq-billing@clarivate.com

 

Phone: +1-510-450-6344 Press 3  (U.S. International)

 

 

Other

No idea?  Call us at +1-510-450-6344 (U.S. International)


Addresses and other general contact information available online at: https://www.iii.com/contact/



Keywords

contact us contact escalate sales professional services billing phone phone number

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