This article reviews everything you need to know about contacting Extensiv for help—including when, who, and how.

Hours of operation

Standard Hours of Operation
 

• Monday through Friday from 05:00 to 17:00 Pacific time (08:00 to 20:00 Eastern time). 

After Hours Support
 

• 3PL Warehouse Manager: from 5:00 PM to 5:00 AM Pacific on weekdays, and all posted holidays and weekends) is available for Severity-1/Mission Critical situations only. This support must be initiated by telephone.
   
• Order Manager (formerly Skubana): from 5:00 PM to 2:00 AM Pacific on weekdays through phone, chat or email.
   
• Warehouse Manager (formerly topShelf): from 5:00 PM to 2:00 AM Pacific on weekdays through phone, chat or email.
   

We define Severity-1 or Mission Critical situations as extremely urgent matters, such as a total system outage or any other event that is severely impacting your operations. You can learn more about Severity types in our article for Understanding Support Processes.
 

Support During US Holidays

Extensiv offices are closed in observance of the following US holidays:

• Martin Luther King Jr. Day – Monday, January 17
• Presidents' Day – Monday, February 21
• Good Friday – Friday, April 15
• Memorial Day – Monday, May 30
• Independence Day – Monday, July 4
• Labor Day – Monday, September 5
• Thanksgiving Day – Thursday, November 24
• Day after Thanksgiving – Friday, November 25
• Christmas Eve (Observed) – Friday, December 23
• Christmas Day (Observed) – Monday, December 26

During these closures, after-hours support is available for Severity-1 issues by telephone only.
 

Know who to contact

We have a number of resources you can use to engage with Extensiv, so it's important to understand who you should contact for different circumstances.

When to contact Technical Support

Technical Support should be your first destination under the following circumstances:

1. You have questions regarding functionality in the system.

2. You feel there is an unintended issue, or “bug”, in the system.

3. You are following up on a case that you don’t see in the Support Portal.

As a summary rule of thumb, you should contact Technical Support when your question has to do with a feature that is already available to you in 3PL Warehouse Manager.
 

When to contact your Customer Success Manager (CSM)

Your Customer Success Manager (CSM) is vital when it comes to managing your contract and relationship. If your request deals with enabling premium features, engaging in paid services, discussing your subscription, or escalating more than one case at a time, then you should reach out to your CSM.

If you have questions related to your Extensiv subscription or invoice, please reference our Subscription Invoice and Billing FAQs before contacting your CSM.

If you find that you need to contact another department for any other reason, we’d encourage you to reach out to Technical Support via a phone call to receive the quickest answer.

If you're unsure how to contact your CSM, you can find their contact information when logged into the Support Portal. If you do not have access to the Support Portal, please contact customersuccess@extensiv.com.

When to post in Community

Extensiv Community is a platform we created so that you can communicate with other Extensiv users, stay informed on internal product updates, and share feedback on new features. This platform is currently available for 3PL Warehouse Manager users.
 
You should post in Community when you have a general workflow question, you are interested in the general direction of the product (ex: What’s the plan for SmartScan?), or you see a familiar Extensiv name and would love to just chat. 

When to submit a Product Idea

Product Ideas serves as a tool for you to submit enhancement ideas directly within the product. You should submit a product idea any time you have a request for a feature or functionality that does not currently exist in the product. For more information, please see our list of Product Idea FAQs. This tool is currently available for 3PL Warehouse Manager users.

If you have a question about whether a feature currently exists in the system, don’t hesitate to reach out to Technical Support so an agent can help you investigate and direct you to the Product Ideas tool as needed.

Support contact methods

There are a few different ways to contact our Technical Support team, and it’s very important that you contact the correct team to help you with your inquiry. Please see each option reviewed below.

Email

When emailing Technical Support, your point of contact varies depending on your support needs:

For 3PL Warehouse Manager (Formerly 3PL Central):

• General support or technical questions: support-3plwms@extensiv.com
• API questions: api@extensiv.com
• EDI questions: edi@extensiv.com
• For custom report questions: reports@extensiv.com
• Questions regarding any contracts: Contact your Customer Success Manager

For Order Manager (formerly Skubana):

• General support or technical questions: support-oms@extensiv.com
• Questions regarding any contracts: Contact your Customer Success Manager

For Warehouse Manager (formerly topShelf):

• General support or technical questions: support-wms@extensiv.com
• Questions regarding any contracts: Contact your Customer Success Manager

For Integration Manager (formerly CartRover):

• General support or technical questions: support-im@extensiv.com

Emailing our general support email address will automatically create a case for you in our case management system and prompt an automatic reply with a case number for your reference. We’ll take care of getting you to the right specialist, in which we strictly adhere to our initial response goal of 8 business hours. Please see more about our response targets in our article on Understanding Support Processes.

Please note that because all emails directed to our Support email address open a new support case, we ask you to be mindful of including Support on ‘FYI’ emails unless you need us to take direct action. If Extensiv Support cannot add anything to the technical discussion of the issue at hand, Support should not be included in the email thread.
 

Chat

3PL Warehouse Manager (Formerly 3PL Central):

In the bottom-left-hand corner of the 3PL interface, there is an option to "Chat with an Expert." You can select this option any time during our standard business hours to speak with an agent and submit a support case.
 

Order Manager (formerly Skubana):

On every page of Order Manager, there is a dual-function tab in the bottom right that allows users to interact with the Help Center as well as a live support agent if necessary. If no agent is available, you can still start a chat and it will be answered by the first available operator during business hours.

Telephone

We recommend contacting us by telephone for urgent or Severity 1 issues. 

• 3PL Warehouse Manager (Formerly 3PL Central): 888-375-2368 (press 2, then press 1)
   
• Order Manager (formerly Skubana) or Warehouse Manager (formerly topShelf): 888-375-2368 (press 2, then press 2)
   
• Integration Manager (formerly CartRover): 805-399-2278 (press 2)
  
  
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  Contacting through phone is a premium support for Integration Manager. If you’re interested in learning more about Premium support, you can go to your Profile page within Integration Manager, or email support, or learn more here.

When calling, please be prepared to provide the following:

• Your name and contact details

• Your company name

• Business impact and context for the issue you're experiencing, including specific project schedules at risk

• The steps that need to be taken to recreate the scenario—the system is highly flexible, so in order to ensure we're troubleshooting effectively. We always need the exact steps you've taken.

• Relevant reference/transaction numbers
 
• Whether functionality was working previously and what changed

• Any relevant error messages received

• When and how often the problem is occurring
 

In an instance where we are unable to offer you an immediate resolution to your issue on the phone, we will create a support case for further correspondence regarding your issue and communicate the steps we’ll be taking to resolve the matter as expeditiously as possible.

We highly recommend that, in the unlikely event that you are unable to reach a representative at that time, you stay on the line to leave as much information as possible in a voicemail. We are committed to calling back all voicemails within the hour that they are received.

Support Portal

Extensiv’s Support Portal will soon be available to all Extensiv users within the unified Hub login experience. Through here, you will be able to track your overall support experience and get quick case updates from a single location within the system.

The Support Portal can be accessed within Extensiv Hub via the link in the top right-hand corner:


 

Once in the Support Portal, you can select Create a Case from the top navigation menu to submit a new support case. To learn more about what's available in the Support Portal, please see Navigating the Support Portal or read our list of Support Portal FAQs.