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Cloud-based DAM for smaller teams and creative agencies
PortfolioBest DAM with workflow automation for creative teams of any size
Products: | Suitcase Fusion, Suitcase TeamSync | GeoExpress, Express Server & GeoViewer | Universal Type Server/Client & Portfolio |
Support Channels: | Email/Case, Chat | Email/Case, Chat | Email/Case, Chat, Phone |
Number of Cases: | Unlimited | Unlimited | Unlimited |
Knowledge Base Access: | Unlimited | Unlimited | Unlimited |
E-Mail/Case Hours: | |||
U.S. (Portland, OR) |
Monday-Friday 7am-4pm PST/PDT |
Monday-Friday 7am-4pm PST/PDT |
Monday-Friday 7am-4pm PST/PDT |
Europe (Northampton, UK) | Monday-Friday 8:30am-4:30pm GMT |
Monday-Friday 8:30am-4:30pm GMT |
Monday-Friday 8:30am-4:30pm GMT |
Chat Hours: | |||
Worldwide | Monday-Friday 9am-3pm PST/PDT |
Monday-Friday 9am-3pm PST/PDT |
Monday-Friday 9am-3pm PST/PDT |
Phone Hours: * | |||
U.S. (Portland, OR) |
N/A | N/A | Monday-Friday 7am-4pm PST/PDT |
Europe (Northampton, UK) | N/A | N/A | Monday-Friday 8:30am-4:30pm GMT |
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.
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: In North America, after-hours calls are returned within 2 hours of leaving a message on the Support Service phone line. Outside of North America, after-hours calls are returned the next business day by our European office. 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.
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.
Support includes helping you: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.