This article is a part of the Support Guide that reviews everything you need to know about contacting Extensiv for help—including when, who, and how.
Skip Ahead: Use the following links to skip to the relevant information below.
Hours of operation
Standard hours of operation are Monday through Friday from 05:00 to 17:00 Pacific time (08:00 to 20:00 Eastern time).
After-hours support (between 17:00 and 05:00 Pacific on weekdays, and all day on posted holidays and weekends) is available for Severity-1/Mission Critical situations only—this support must be initiated by telephone.
We define Severity-1 or Mission Critical situations as extremely urgent matters, such as a total system outage or any other event that is severely impacting your operations. You can learn more about Severity types in our article for Understanding Support Processes.
Extensiv offices are closed in observance of the following US holidays:
- Martin Luther King Jr. Day – Monday, January 17
- Presidents' Day – Monday, February 21
- Good Friday – Friday, April 15
- Memorial Day – Monday, May 30
- Independence Day – Monday, July 4
- Labor Day – Monday, September 5
- Thanksgiving Day – Thursday, November 24
- Day after Thanksgiving – Friday, November 25
- Christmas Eve (Observed) – Friday, December 23
- Christmas Day (Observed) – Monday, December 26
During these closures, after-hours support is available for Severity-1 issues by telephone only.
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.
When to contact Support
Technical Support should be your first destination under the following circumstances:
- You have questions regarding functionality in the system. Note: To get your questions answered more quickly, we highly recommend searching our Help Center for an answer before contacting Support.
- You feel there is an unintended issue, or “bug”, in the system.
- You are following up on a case that you don’t see in the Support Portal.
As a summary rule of thumb, you should contact Technical Support when your question has to do with a feature that is already available to you in 3PL Warehouse Manager.
When to contact your CSM
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@3plcentral.com.
When to post in Community
Extensiv Community is a platform we created so that you can communicate with other 3PL Warehouse Manager users, stay informed on internal product updates, and share feedback on new features.
You should post in Community when you have a general workflow question, you are interested about the general direction of the product (ex: What’s the plan for SmartScan in 2021?), or you see a familiar Extensiv name and would love to just chat.
When to submit a Product Idea
Product Ideas serves as a tool for you to submit enhancement ideas directly within the product. You should submit a product idea any time you have a request for a feature or functionality that does not currently exist in the product. For more information, please see our list of Product Idea FAQs.
If you have a question about whether a feature currently exists in the system, don’t hesitate to reach out to Technical Support so an agent can help you investigate and direct you to the Product Ideas tool as needed.
Support contact methods
There are three different ways to contact our Technical Support team, each reviewed below.
Support Portal
3PL Warehouse Manager's Support Portal is our #1 recommended method of contact, as it enables you to track your overall support experience and get quick case updates from a single location within the system.
The Support Portal is accessed within 3PL Warehouse Manager via the Customer Central drop-down list:
Note: If you click on that link and see that you don't have access to our Support Portal, please contact your warehouse administrator, who can communicate with your Customer Success Manager to grant you access.
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.
Please note that adding a comment does not reopen or change the status of a support case—if you need to do this, simply reply to the email where case correspondence occurred. Once added, you cannot modify or delete a comment.
Chat
In the bottom-left hand corner of the WMS, there is an option to "Chat with an Expert." You can select this option any time during our standard business hours to speak with an agent and submit a support case. This option is also available in the Support Portal.
Note: If no agent is available, this option will say "Contact Us" and request you fill out a web form instead. If you submit this form, an agent will get back to you as soon as possible. (For response targets, see Understanding Support Processes.) However, please note that you must specify your correct email address in this web form in order for an agent to follow up.
When emailing Technical Support, your point of contact varies depending on your support needs:
- General support or technical questions: support@3plcentral.com
- API questions: api@3plcentral.com
- EDI questions: edi@3plcentral.com
- Questions regarding any contracts: Contact your Customer Success Manager
In your initial email, please provide the specific pages, steps, reference/transaction numbers, and any other details relevant to the issue you're experiencing. Attaching screenshots will also help expedite troubleshooting.
Emailing our general support email address will automatically create a case for you in our case management system and prompt an automatic reply with a case number for your reference. We’ll take care of getting you to the right specialist, in which we strictly adhere to our initial response goal of 8 hours. Please see more about our response targets in our article on Understanding Support Processes.
Please note that because all emails directed to our Support email address opens a new support case, we ask you to be mindful of including Support on ‘FYI’ emails unless you need us to take direct action. If Extensiv cannot add anything to the technical discussion of the issue at hand, Support should not be included in the email thread.
If you intend to open a support case with multiple people included on the email, it is best practice to include them after you receive your case confirmation email. This will ensure that others’ responses will also be included on your case.
To be compliant with security regulations and protect you and your customers, never share credentials (usernames and passwords) in plain text. Instead, indicate to Support that you have confidential credentials to share and ask the Support Engineer for best practices to do so securely.
Telephone
We recommend contacting us by telephone for urgent issues.
888-309-7114 or 888-375-2368 (ext. 2)
When calling, please be prepared to provide the following:
- Your name and contact details
- Your company name
- Business impact and context for the issue you're experiencing, including specific project schedules at risk
- The steps that need to be taken to recreate the scenario—the system is highly flexible, so in order to ensure we're troubleshooting effectively, we always need the exact steps you've taken
- Relevant reference/transaction numbers
- Whether functionality was working previously and what changed
- Any relevant error messages received
- When and how often the problem is occurring
In an instance where we are unable to offer you an immediate resolution to your issue on the phone, we will create a support case for further correspondence regarding your issue and to communicate steps we’ll be taking to resolve the matter as expeditiously as possible.
When calling, please keep in mind that the entire team's phone line will ring 4 times (~20 seconds). We highly recommend that, in the unlikely event that you are unable to reach a representative in that time, 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 that they are received.
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