Email and Chat Support
Number of Cases: Unlimited Support Hours:
- 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, 9am–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
Support Hours:
- 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
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, Connect Fonts, Connect Assets, Suitcase Fusion 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.
Support Policy
Desktop Products
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.
Cloud-based Products
Extensis cloud-based products are sold on a subscription basis. Product support is included as part of your annual subscription. In order to maintain support, subscriptions must be renewed in a timely manner. If you have questions regarding your cloud-based product subscription, please contact the Extensis Support team.
Server-based Products
If you purchased a subscription to an Extensis server-based product, support is included as part of your annual subscription. Subscriptions must be renewed in a timely manner in order to maintain service. If you have questions regarding your server-based product subscription, please contact the Extensis Sales team.
Annual Service Agreements
New Annual Service Agreements (ASA) for Extensis’ server-based products are no longer offered for sale. However, your server-based Extensis product may be covered under a previously purchased ASA. If you have questions regarding ASA for your server-based product, please contact the Extensis Sales team.
What's Included
Support includes helping you:
- 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.
Support does not include:
- 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.
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.
