Skip to content
Updated  by


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


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.



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 


Phone: +1.415.846.8704 or +1.510.496.4962

Jed Gilmore | VP of Customer Care
Phone: +1.206.554.1205  


Sales and Renewals


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


Web: Click here to see brochures on 



     General questions:

     Custom training plans:


Web: Review and Register Online at


Web: Click here to review workshops and register online 


     Registration questions:

     Other questions:



Finance / Billing



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




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

Addresses and other general contact information available online at:


contact us contact escalate sales professional services billing phone phone number

Did this help?