Contacting Support
This article covers how to reach Stimaro when you have a question, hit a problem, or need help with something.
Who to Email for What
Stimaro is a two-person company. Most of the time, you'll know whether your question is business-related or technical-related, and you can email the right person directly.
Email Erin ([email protected]) for business questions:
- Billing and invoicing
- Adding or removing team members
- Changing your subscription plan
- Scheduling kickoff calls, walkthroughs, or check-ins
- Anything about your account, your contract, or your relationship with Stimaro
Email Shawn ([email protected]) for technical questions:
- Installation problems or errors
- Sign-in issues
- Bugs, glitches, or unexpected behavior in the app
- Questions about specific features or how something works
- Configuration help
Email [email protected] if you're not sure who to send it to. We both monitor it and one of us will route it.
Response Time
We generally respond to support requests within one business day. Most responses come faster — often within a few hours during business hours (Monday-Friday, 8am-6pm ET).
If you don't hear back within a business day, it means your email got caught in a spam filter or didn't land. Resend it or try the other founder's email directly.
Response Time for Founding Contractors
Founding Contractors receive priority response. We commit to responding to FC support inquiries within the business day (Monday-Friday, 8am-6pm ET). Urgent issues flagged in the subject line receive fastest response, including outside business hours when possible.
What to Include in a Support Request
The more context you give us upfront, the faster we can help. For a support email, include:
- What you were trying to do when you ran into the problem
- What happened instead of what you expected
- Any error messages you saw (copy/paste or screenshot is fine)
- What you've already tried to fix it (so we don't repeat steps)
- How urgent it is for your work
For non-technical questions, just ask the question. We don't need a structured format for "can you change my billing date?" or "how do I add a user?"
Urgent Issues
If something is preventing your team from working — for example, nobody can sign in, a critical feature is broken during an active bid, or you're losing data — flag it clearly in the subject line:
Subject: URGENT: [brief description]
We treat anything marked URGENT as a priority and respond as fast as we can, even outside normal business hours when possible. Use this sparingly so it stays meaningful.
What Stimaro Support Doesn't Do
To be transparent about scope:
- We don't review or prepare your bids. We can help you use Stimaro effectively, but we're not estimators-for-hire. The estimating work is yours.
- We don't provide construction or business advice. We're a software company. We won't tell you whether a project is profitable or whether to take a job.
- We don't troubleshoot non-Stimaro tools. If Excel is acting up or QuickBooks is having issues, that's outside our scope.
- We don't have 24/7 phone support. Email is the primary channel. Urgent issues get the fastest response, but we're not a 50-person support organization.
What we DO is respond to every legitimate support request quickly, fix things that are broken, and help you get the most out of Stimaro. If there's something we can't help with, we'll tell you honestly and point you in a useful direction if we can.
When You'll Hear From Us First
Sometimes we'll reach out to you without you contacting us first:
- Scheduled check-ins during your first 90 days as a customer
- Notice of planned maintenance or downtime (when applicable)
- Notice of material changes to our terms, sub-processors, or product behavior that affect you
- Following up on a previous issue or conversation
These come from [email protected] or directly from Erin or Shawn. If you receive a message claiming to be from Stimaro that doesn't come from these addresses, treat it as suspicious and verify with us before acting on it.