Support Process

Keeping your business up and running productively is one of our key goals, so when something happens we want to assure that you receive the best possible support in a timely manner.

Where to Start offers three essential ways to get your problem resolved quickly and effectively: self-help through our online FAQs and documentation, email submission to Support@wtsci.com or WTS-Billing@wtsci.com (for billing questions) and our Technical Support phone line at 1-844-727-6448, option 1.

Technical Support Hours and Emergency Support

Our fully-trained Technical Support Team is available to assist you Monday through Friday from 8am-5pm PST. Emergency requests should be submitted via email 24 hours a day, 7 days per week to Support@WTSci.com.

Online FAQs

We provide extensive self-help resources in our Client Portal, with everything from videos, knowledge base articles, and product documentation–all categorized for your convenience.

Email Submission 

If you’re unable to solve your problem using our easy-to-use FAQs and online help, an email is the fastest way to ensure that your problem is handled. Sending requests via email allows you to fully document any challenges you are encountering. Please include the following information in your email to Support@wtsci.com:

  1. Contact Information: Your name, company name, email address, phone number and the best time to contact you.
  2. Problem description: How frequently and recently the issue occurred, specific users who have documented the problem, as well as any known triggers. Include screenshots and symptoms with as much descriptive information as possible.
  3. Urgency.:Describe the business impact: e.g. are several people within your organization completely unable to work, or is the problem contained to one workstation?
  4. Troubleshooting: Describe any troubleshooting steps that you’ve taken so far and the outcome.

Billing Questions / Non-Technical Support

Our friendly Customer Service Team can assist you with a range of topics, including:

  • Updating your customer account, contact information, or billing address.
  • Checking the status of an order or invoice.
  • Reporting an issue with the website.
  • Any license-related issues such as registration, renewals and additional locations.

Contact our Customer Service Team via email to WTS-Billing@wtsci.com or call 1-844-727-6448 Monday through Friday from 8am-5pm PST.

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