There are many ways to get in touch with the SiteWrench Support team. Our office working hours are 7-5 (Mon-Thurs); 7-11 (Fri). Our support tickets are monitored by an emergency team for high priority and urgent items submitted through the 911 channels.
- Logged into SiteWrench
- Not logged into SiteWrench
- Emergency issues
- Call the support team
- SiteWrench Training and general help
- What is considered billable work?
Submit a Support ticket from anywhere within SiteWrench. When you log into SiteWrench, you will see a Support button in the bottom right-hand corner of your browser. Enter your question to see if we have a knowledge base article that can answer your question immediately.
If you don’t find the answer you need, select “Contact Us” to submit a ticket right from where you are. This feature allows us to automatically collect some valuable data when and where you submit your ticket. You can attach multiple screenshots or files to provide our support team with the information they need to help you more efficiently.
When you submit a ticket, you can respond directly to the ticket via email and correspond with our support team all within your inbox. You can even respond with screenshots attached to your email.
Email firstname.lastname@example.org. This email will autogenerate a support ticket on your behalf. This is preferable over emailing one person at Speak, because a support ticket reaches many members of the Support team who can help you fastest.
When you submit an email to email@example.com, you can respond directly via email and correspond with our support team all within your inbox. You can even respond with screenshots attached to your email.
911 issues are those that require immediate and urgent attention. There is a $50 minimum charge for all 911 tickets submitted (excluding hosting service interruptions). All work related to 911 tickets is billed hourly. Additional charges for after-hours work may apply. By submitting a 911 ticket, you are agreeing to the charges that will be added to your next monthly SiteWrench invoice.
To use our 911 service, log into SiteWrench and select "911 ticket" when creating your support ticket. Alternatively, you may email firstname.lastname@example.org. This will autogenerate a 911 ticket on your behalf and notify our after hours support team.
You may call 901-757-5855 and use the extension to reach the SiteWrench Support team. If we do not answer, please leave a message with your name, your preferred call back number, your company, your site URL, and a brief description of your issue. We will be glad to call you back at our earliest availability!
Every client using SiteWrench has access to free, weekly SiteWrench training. If you have never taken our free webinar, please sign up here. We typically offer them on Tuesdays at 2 pm Central.
You may also use the Support site here at support.sitewrench.com to access our free training articles and videos. If you cannot find an answer, please submit a ticket with your question and what you are trying to achieve, and our team will be glad to help. This article and video is a great place to start!
If you desire specialized or individual training for your team, we are always willing to discuss options. Please reach out to us and we can set up a call. There may be an hourly charge involved, but we will always let you know in advance if this is the case.
The only time you will be automatically charged is if you submit a 911 ticket, as our after hours rates apply. Otherwise, we will always supply you with an estimate and get your approval before we proceed with any work that may cost you money. We do not like surprise bills any more than you do! When you approve of work, it will be added onto your next monthly SiteWrench invoice, so it may be a few weeks before you see it. If ever you have questions or concerns about an additional charge that shows up on your monthly invoice, please reach out to email@example.com, and we can get you more information.
Change Requests and Billing
Sometimes what you ask to accomplish can only be taken care of through our design team. If your request is a small design change and takes less than 30 minutes, our team provides the complimentary change. If your request exceeds 30 minutes, or if you request multiple small changes that total over 30 minutes a month, we will provide you with an estimate for approval before proceeding with the work.
Bugs and Issues
If you have a design or development bug on your site -- something that is malfunctioning that is system driven and not caused by your SiteWrench editors -- you will never be charged for our time involved to fix this issue. Our team tracks issues within our system and fixes them as quickly as we are able. Please be aware that some bugs and issues cannot be immediately fixed. Issues require time to assess, and time to fix. After we work on a fix, we go through an internal review process to check and make sure the bug is tested and fixed before we push a release to the whole system.