Support

Experts On Call

Phone: 831-465-8310     Email: support@wmdb.com

We pride ourselves on prompt and effective customer service. When you call our support office, you will be speaking to a representative of The Winemaker’s Database who has used the software for many years and understands the workings of a winery. This is why we only hire former winery employees for our support team. 

Telephone support is available 8:00 AM – 5:00 PM (PST) Monday through Friday. All calls during non-business hours, weekends and holidays are monitored and will be returned in case of emergency. We also provide a 24/7 emergency contact number for your convenience.

We do not use a ticket system, you will never speak to a robot and you will never have to wait days for your support call to be returned.

Our commitment is to you, the customer!

 

Support Hours

Monday through Friday, 8:00 am – 5:00 pm (Pacific Standard Time)

Closed on Weekends and Holidays

Please note that all calls during non-business hours, weekends and holidays will be monitored and returned in case of emergency. Exceptions may also be made for clients in other time zones, so that we can best serve their support needs.

Support Office Phone Number: (831) 465-8310
Support Office Fax Number: (831) 465-8312

FAQ*

Common Questions:

Q: How are your support fees determined?
A: We charge 10% of the total installed value of the software for Full Install (non-SaaS) clients.

Q: What are your support fees for SaaS clients?
A: We do not charge any additional fees for SaaS support - your monthly fee is all inclusive.

Q: How many times can I call the support office?
A: If you have a support contract or SaaS, you can call us an unlimited number of times.

Q: What happens if I have an emergency after regular support hours?
A: If you need to speak with someone right away, call our emergency contact at 408-688-1819.

Q: Do you provide training for The Winemaker's Database?
A: Yes, we do! Contact us for more information..
 

Resources

We offer several options for improving user efficiency and education.
 

Training

Wine Compliance Alliance based in Napa, CA assists US wineries and wine cellars to understand, assemble and maintain their required TTB records and reports. For records this includes the design of their weigh tags, work orders and bills of lading. For reports this includes the TTB 5120.17 and excise tax reports and label approvals. With a background in hands in wine production at several Napa Valley wineries going back to 1993 our experience means our clients benefit from real world knowledge and how that translates into successful and efficient compliance systems. On site or remote audits and staff training also available in all areas of TTB compliance.

website: www.winecompliancealliance.com

email: ann@winecompliancealliance.com

phone: (707) 320-8575  

Wine Compliance Alliance Logo
 

Data Entry Assistance and Additional Training

Rosa Reynoza of Reliable Records has over 20 years of winery experience ranging from Finance to Marketing to Production.  She has been an independent contractor for The Winemaker's Database since 2000, and provides training and data entry support in addition to internal audits to ensure efficiency.  Data Entry support is done remotely from her office and billed hourly or monthly for signed contracts.  As an added bonus, Rosa is fluent in Spanish!

email: rosa_reynoza@yahoo.com

Phone: (707) 536-6854


WINEMAKERS THAT KNOW & TRUST OUR SOFTWARE

We provide cost effective software for wineries with production ranging in size from less than 1,000 cases to multinationals with tens of millions of cases annually.

Silver Oak
Fetzer Vineyards
Gloria Ferrer
Blasted Church
Markham Vineyards
Wine By Joe
Caldwell Vineyard
Smith & Hook

“We count WMDB among our most valuable of winemaking tools. The intuitive design of the software fulfills our diversity of wine production needs from managing intake of grapes, purchase and sale of bulk wine, barrel maintenance & tracking, through blending, bottling, and financial/compliance reporting. It is an indispensable part of our business infrastructure.”


- Ondine Chattan, Geyser Peak Winery

More Testimonials