Support Hours

Our Support team is available Monday through Friday, 5:00 AM – 5:00 PM Pacific Time, via phone and email. Live chat is also available for 3PL Warehouse Manager and associated products.

Holiday hours and planned closures can be found here.

After-Hours Emergency Support

Outside regular business hours, telephone support is available for critical issues that prevent your operations from continuing and have no reasonable workaround. After-hours coverage is subject to your support plan.

For more information about emergency coverage and response expectations, see Understanding Support Processes.

How to Get Support

Support Portal – Recommended

For 3PL Warehouse Manager customers, the Support Portal is the easiest way to submit and manage support cases. You can create a new case, review open requests, and track updates without searching through email threads. Learn how to use the Support Portal here.

Live Chat

Chat with Support during regular business hours for 3PL Warehouse Manager and associated products. Select the Support Chat option within your application. Learn more about using the Chat feature here.

Email or Phone

Find the email address and phone number for our products below. Email requests create a support case and generate a confirmation email with a case number.

What to Include in Your Support Request

To help our team begin troubleshooting as quickly as possible, please provide details about your issue. The more context you can share upfront, the easier it is for us to investigate and provide an answer or solution. For your security, please do not share passwords or sensitive login credentials.

Copy and paste the template below when submitting a support request: 

Company Name:

Product / Feature: 
Which Extensiv product or feature are you using?

Issue Description: 
What's happening, and what were you expecting to happen?

Business Impact: 
How is this affecting your operations? For example, are you unable to ship orders or complete a specific task?

Examples / Screenshots: 
Include any relevant order numbers, transaction IDs, reference numbers, error messages, or screenshots.

Technical Support or Customer Success?

Contact Technical Support for help with existing functionality, technical questions, and issues working in the software. Contact your Customer Success Manager for contracts, subscriptions, premium features, or paid services. If you do not have your CSM’s contact information, email customersuccess@extensiv.com. 

Related Resources

• Understanding Support Processes — emergencies, severity, response expectations and case handling
• Using Support Chat — permissions and chat instructions
• Navigating the Support Portal — submitting and managing cases
• Holiday Preparedness Guide — seasonal planning and coverage
• Help Center
• Extensiv AI