Contacting Extensiv Support
This article reviews everything you need to know about contacting Extensiv for help—including when, who, and how.
Support Contact
When emailing Technical Support, your point of contact varies depending on your support needs.
3PL Manager
- 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
Warehouse Manager
- General support or technical questions: support-wms@extensiv.com
- Questions regarding any contracts: Contact your Customer Success Manager
Integration Management
- General support or technical questions: support-im@extensiv.com
Order Management
- General support or technical questions: support-oms@extensiv.com
- Questions regarding any contracts: Contact your Customer Success Manager
Network Manager
- General support or technical questions: support-oms@extensiv.com
Billing Manager
- General support or technical questions: support-3plwms@extensiv.com
Telephone
We recommend contacting us by telephone for urgent or critical issues.
- 3PL Warehouse Manager: 888-375-2368 (press 2, then press 1)
- Order Manager or Warehouse Manager: 888-375-2368 (press 2, then press 2)
- Integration Manager: 805-399-2278 (press 2)
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.
Chat
Support Chat is available in all Extensiv applications. Click the chat widget located to the right of your organization name to use this support.
Access to Support Chat is controlled by user permissions in Extensiv. If you do not see the chat widget, it means you do not have the necessary permissions to use the Support Chat features. Only the System Admins of each organization can grant access to Support Chat.
Support Portal
Extensiv’s Support Portal will soon be available to all Extensiv users within the unified Extensiv 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 3PL Warehouse Manager via the link in the top right-hand corner:
Please contact your warehouse administrator (System Admin) to request access if you don't have access to Support Portal.
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.
Hours of Operation
Standard hours of operation
After hours support
After-hours support is available for Critical issues only. We define critical issues as extremely urgent matters, such as a total system outage or any other event that is severely impacting your operations.
3PL Warehouse Manager - from 5:00 PM to 5:00 AM Pacific on weekdays, and all posted holidays and weekends) is available for Critical situations only. This support must be initiated by telephone.
Order Management - from 5:00 PM to 2:00 AM Pacific on weekdays through phone, chat or email.
Warehouse Manager - from 5:00 PM to 2:00 AM Pacific on weekdays through phone, chat or email.
Support during US holidays
Our offices are closed during US holidays, but telephone support is available for Critical issues. Refer to the Support contact > Telephone section of this article for phone numbers.
- New Year's Day - Monday, January 1
- Martin Luther King Jr. Day – Monday, January 15
- Presidents' Day – Monday, February 19
- Memorial Day – Monday, May 27
- Independence Day – Thursday, July 4
- Labor Day – Monday, September 2
- Thanksgiving Day – Thursday, November 28
- Day after Thanksgiving – Friday, November 29
- Christmas Day (Observed) – Wednesday, December 25
- Day after Christmas - Thursday, December 26
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
Technical Support
1. You have questions regarding functionality in the system.
To get your questions answered more quickly, we highly recommend searching our Help Center for an answer before contacting Support.
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 general rule of thumb, you should contact Technical Support when your question pertains to a feature that is already available in your product.
Customer Success Manager
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.
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.