Contacting Extensiv Support
1.6 min read
|Overview
This article provides information on the different channels you contact Extensiv Support.
Contact Support via:
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
- 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)
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.
Support Portal
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.
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.
Operating Hours
Standard Hours
Monday through Friday from 05:00 to 17:00 Pacific time (08:00 to 20:00 Eastern time).
After Hours
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.
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