Site Stacker Support

We want to help you succeed with Site Stacker! Here's how we do it.

Guidelines

How does Support Work?
For help and support with Site Stacker, just open the "Chat Bubble" at the bottom of our training site at https://sitestacker.training/ or at https://wmtek.com/ .

What happens when I use the Chat Bubble?
Our support team monitors conversations during the support hours of 9:00 am - 8:00 pm EST, Monday - Friday. If you have a need outside of the support hours, you can still use the Chat Bubble and we'll pick up the conversation on the next business day. If for some reason you are not able to use the Chat Bubble, which is the quickest way to get help, you can email us at [email protected].

When is Support free?
Support is free when the issue you are experiencing is a bug in the Site Stacker product, or in some cases, in the website template WMTEK coded for you. Unlimited access to the Site Stacker Support Chat Bubble and the SiteStacker.training website are free resources for you to use.

When is Support billable at our current rate of $85.00 per hour?

  • The issue is caused by misconfigurations or faulty usage of the product. In these cases, we will point out the cause of the mistake and direct you to training resources to help you resolve the issue. If you want our team to resolve the issue for you, it would be billable.
  • The issue is caused by a third party integration. All changes, questions, meetings and data cleanup performed as a result of third-party integration with SS will be billable. Third-party integrations include custom integrations with accounting software, DMS software and some processor integrations.
  • If you need assistance with implementing our API. Clients must pay for all additions, questions, and assistance with the SS API. However, we support any issues that may be present in our API endpoints and webhooks.
  • You are self-hosted. Clients must pay for all questions, meetings, changes, and issues that are related to their self-hosted server. We support for free any server related issues for clients hosted with WMTEK.
  • You want personalized help or training instead of using the free training resources provided at SiteStacker.training. Our first attempt to resolve any questions you might have will be to point you to the free resources that will help you. If you desire one-on-one help, that is per-request and will be billable.
  • An issue with your template that is due to the changing technology in web browsers is billable.
  • An issue with your template that is due to the use of outdated or unsupported browsers is billable.
  • The issue is in custom features WMTEK developed for you that are not part of the core Site Stacker application. Clients must maintain the ongoing support of their own custom features at their cost. However, any features developed by WMTEK that are released as part of the core product will be fully supported by WMTEK.
  • SSL Renewals are billable.
  • Motion 2 and Other Complex Configurations. Site Stacker is a very powerful tool with thousands of configurable options. Many of the more advanced features were designed for the use of professional implementers with hundreds or even thousands of hours of product training and experience. In some cases, Site Stacker clients use these same advanced tools, such as Motion 2 and data import tools, in order to implement their projects at less cost. While WMTEK will support each client in these use cases, our free support is limited to providing our clients with help and training resources they can use to build and troubleshoot their own work. In the event a client needs help with consultation, configuration, troubleshooting, and etc, WMTEK will need to charge hourly.
  • If you foresee yourself needing considerable ongoing support for configurations and automated workflows, talk to your Client Success team about a monthly retainer plan you can easily budget for and that will give you a set amount of hours to receive help from the team each month.

What are Chat Transcripts?
Once your issue is resolved and the chat is closed, you will receive an email transcript of the chat for your use as a reference to the chat conversation. If you need to address that same chat issue, please feel free to respond to that particular chat transcript email.

What if my issue needs to be a Support Ticket?
Good news! You no longer have to manage your own tickets. If the conversation you start in the Chat Bubble needs to be a ticket, our support team will take care of that for you, and all updates will come directly to your email. A ticket number will be assigned to each support ticket created. If you want to check in on the progress of the ticket, just search for the last email you received about the ticket and reply to it.

How do I request a quote for new work to be done by WMTEK?
You can initiate a request for a quote from the Chat Bubble. Many times quotes require a fair amount of work by our WMTEK team to produce. There is a need for project management and the engagement of our best software engineers. For this reason, WMTEK must charge for the time required to produce new estimates. We do this at a reduced rate of $50/hour with a minimum charge of 1/2 hour ($25).

In light of our quote process, here are some recommendations:

  • Don't ask for estimates on small (less than 10 hours) work, just commission it with advisement about any budget constraints.
  • Be as detailed as possible about what you want, and try to lump several needs into the same estimate.
  • If you aren't ready to do the work, instead of asking for an estimate, ask for a "ROM Estimate". ROM stands for Rough Order of Magnitude, and we can produce these estimates very quickly for budget and planning purposes. We will not charge for ROM's, but we cannot promise they will be 100% accurate.

How do I suggest a feature?
WMTEK loves it when our clients help us know how to make Site Stacker better. You can send your feature suggestions through the FEATURE SUGGESTION option in the Chat Bubble. When we receive them we will pass the idea to our product team for consideration for a future release. We can't make promises that your feature requests will always be acted on, but as you know, our desire is to make the Site Stacker product wonderful to use!

In some circumstances, if certain features are fitting for our product, but not high on our list for development, we offer clients the ability to pay for some or all of the feature development in order to get it into a release sooner. If you have ideas or questions about paying for a feature, talk to your Client Success Team.