We understand that the upcoming holiday season is a crucial time for our customers. At Extensiv, we're committed to ensuring a seamless experience for you during this period. In this guide, we'll share the measures we're taking to make your holidays worry-free.

Status Page and Alerts

To know of any potential service disruptions or downtime, we encourage you to visit our System Status page. We highly recommend subscribing to both email and mobile alerts, ensuring that you will promptly receive updates regarding any service-related developments or issues. 

Visit the System Status page, click on ‘Subscribe to Updates’ and enter your contact details to begin receiving notifications.

Support Staffing 

Extensiv Support is delighted to announce that we are fully staffed and prepared to meet your needs. We have created a dedicated resource - the Contacting Extensiv Support page - as your go-to destination for any support-related queries.

After-Hours Support for Critical Issues

We understand that some situations demand immediate attention. For Critical issues, our after-hours support is available exclusively via telephone. 

Please be informed that Critical issues are extremely urgent matters, such as a total system outage or any other event that is severely impacting your operations. 

US Holidays

During these holidays, after-hours support is available for critical issues only. 

• Thanksgiving Day – Thursday, November 28
• Day after Thanksgiving – Friday, November 29
• Christmas Day (Observed) – Wednesday, December 25
• Day after Christmas - Thursday, December 26
• New Year's Day - Wednesday, January 1

Release Freeze 

During the holiday season, we'll enforce a release freeze, halting the addition of new features and major updates to help drive focus toward system stability and performance.  

Our release freeze will be scheduled as follows:
• From November 14, 2024, through December 6, 2024 
• From December 12, 2024, through January 3, 2025

Exceptions for Critical issues

If there are any incidents categorized as Critical, they will be addressed, even during the release freeze period.

Load Testing and Monitoring

We run tests regularly to make sure our systems can handle high traffic. Our systems are designed to automatically adjust to increased demand. We also added additional infrastructure during the holiday seasons to support the busy time. 

As always, we're keeping a close eye on things, 24/7, to catch any potential issues.
 

We hope this guide provides insight into our commitment to your satisfaction.

Should you have any questions or encounter any issues, please don't hesitate to reach out to our support team. Thank you for choosing Extensiv, and we look forward to serving you during this festive time.