Support Services

Support Channels & Hours

Email and Chat Support

• U.S. Email/Case Support (Portland, OR): Monday-Friday, 7am–4pm PST/PDT
• European Email/Case Support (Northampton, UK): Monday-Friday, 8:30am–4:30pm GMT
• Worldwide Chat Support: Monday-Friday, 8am–3pm PST/PDT

Note: Email Support cases are answered in the order received and are handled by the US and UK offices corresponding to the locations from which they are submitted. We strive to answer all cases within one business day, with a typical turnaround time of four hours.

Note: Chat Support cases are answered in the order received and are handled by the US office. Agents are available during our Chat operating hours: Monday-Friday, 8AM-3PM PST/PDT.

*Phone Support

• U.S. Phone Support (Portland, OR): Monday-Friday, 7am–4pm PST/PDT; After-hours available
• European Phone Support (Northampton, UK): Monday-Friday, 8:30am–4:30pm GMT; After-hours available

Note: Phone support is only available to current Annual Service Agreement holders for our Universal Type Server and Portfolio products. Phone support is not available for Geo, Suitcase Fusion, Suitcase Teamsync or other non-server based products.

Note: During business hours (M-F, 7AM-4PM PST/PDT (US), 8:30am–4:30pm GMT (Europe), all phone calls are answered in the order received.

Note: After-hours calls are returned within 2 hours of leaving a message on the Support Service phone line. After-hours support is limited to issues where the product is experiencing serious degradation or is down. Messages need to include Contact Name, Contact Number, Extensis application affected and the issue you are experiencing.

Support Policy

Extensis provides support for the current version of all desktop products. In addition, Extensis will provide limited support for older desktop products up to one year after the product version is no longer offered for sale (usually at the release of the next major version). Extensis may, at their discretion, extend limited desktop product support on a case-by-case basis.

Support for Extensis’ server-based products is covered through annual service agreements (ASA) and agreements must be kept current in order to maintain service. Please contact the Extensis Corporate sales team for more information.

• Install and uninstall your Extensis product.
• Upgrade your Extensis product.
• Understand the documented features of your Extensis product.
• Configure and run your Extensis product.
• Troubleshoot unexpected behavior encountered while using your Extensis Product.

• Assistance with the specialty customization of our products that may be required to integrate them into your specific workflow. This includes, but is not limited to: Applescript, VB Script, JavaScript, HTML and networking.
• Support for any operating system or third-party host application beyond directly supporting our products as noted above.
• Technical assistance for freeware products, discontinued products, or third-party products.
• Migration, full installation or customization services for server based products.

Extensis offers fee-based consulting services to help you develop and implement advanced solutions for your business using Extensis products.

Note: We only support our products in the host application and OS environments in which they are tested. Please see our online support information or contact Extensis Technical Support if you have any questions regarding third-party support or compatibility.