Product Help
1.7 min read
|To access the Support Portal,
- Login to the Extensiv Help Center.
- Scroll down to the bottom portion of the page and click the Contact Support button. Product Help will be the third tile from the top of the page.
- (Optional) Click on a product link to be redirected to the corresponding help page, which will have the following:
This is a list of the relevant emails that can be used to send Product Help inquiries. Support responses should be expected within 8 hours.
Note!
The emails included in the list will vary depending on the product selected.
Phone
This is a list of the relevant contact numbers that can be used for Product Help inquiries. Chat Support standard operating hours are Monday - Friday, 5:00 AM - 5:00 PM PST ( 8:00 AM - 8:00 PM EST. After hours support will be available for critical issues on some products
Note!
The contact numbers included in the list will vary depending on the product selected.
What You'll Need to Include in Your Email
Dropdown which lists what an email to product support needs to show, which includes the following:
- Pages where issues were encountered
- Steps needed to reproduce the issue
- Reference/Transaction umbers (or other related details)
- Screenshots
Note!
Never share credentials in plain text. Instead, indicate that there is confidential credentials or information to share and ask how to do so safely.
Including Other People in Your Email
This dropdown states that when multiple people are to be included in a support case email, it is best to do so after receiving the case confirmation email. This is to ensure their responses will included in the case.
Next Steps Once You Receive Your Email
This dropdown states what happens next after receiving the automatic response email containing the case number, which is a Support Specialist making contact within 8 business hours.
Note!
All emails directed to a Support Email address will open a new case. As such, please be mindful of including support in “FYI” emails unless direct action is needed.
What You'll Need to Provide During the Call
This dropdown shows a list of what to provide during the call, which includes:
- Name and contact details
- Company name
- Business impact and context for the issue experienced, including any schedules possibly at risk
- Steps to recreate the issue
- Any relevant reference or transaction numbers
- Whether or not functionality was previously working and what changed since then
- Any error message received
- How often the issue occurs
Note!
If a Support representative cannot be reached upon calling, please stay on the line and leave as much information as possible in a voicemail. Extensiv is committed to calling back voicemails within the hour they were received.
Next Steps After the Call
This dropdown states what happens next after a call, which is that if an immediate resolution to the issue was not given, a support case will be created for further correspondence. Any further steps to be taken to resolve the matter will be communicated herein as soon as possible.