Getting in Touch with Order Management Support
0.8 min read
|- General support or technical questions: support-oms@extensiv.com
- Questions regarding any contracts: Contact your Customer Success Manager
What to Include in your Email?
To help expedite troubleshooting, please provide the following:
- Pages where you encountered the issue
- Steps to reproduce the issue
- Reference/transaction numbers (or any other relevant details)
- Screenshots
Never share credentials (e.g. usernames and password) in plain text.
Instead, indicate to Support that you have confidential credentials to share and ask for the best practices to do so securely.
Telephone
- 888-375-2368 (press 2, then press 2)
Standard hours: Mon-Fri, 5:00 AM - 5:00 PM PST / 8:00 AM - 8:00 PM EST
After hours support is available for critical situations.
What do you need to provide during the call?
- Your name and contact details
- Your company name
- Business impact and context of the issue you're experiencing, including any specific project schedules at risk
- The steps to recreate the scenario
- Relevant reference/transaction numbers
- Whether or not functionality was working previously and what changed
- Any relevant error messages received
- When and how often the problem occurs
In the unlikely event that you are unable to reach a representative, we highly recommend that 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 they are received.