We are a small team, which means email reaches a human and the answer comes back fast. Here is how to get in touch.
Founders
PC
Paul Chavaux
Founder
Photo coming soon
Product roadmap, partnership inquiries, and anything that is not a routine support question.
SS
Steve Schneider
Founder
Photo coming soon
Enterprise sales, B2B procurement, and account management for Team / Business / Enterprise plans.
Team / Principals
AC
Alana Chavaux
Principal
Photo coming soon
SF
Sheryl Folkert
Principal
Photo coming soon
MH
Matt Hecky
Principal
Photo coming soon
JY
Jake Young
Principal
Photo coming soon
General inquiries
- Support: support@fortressdms.com or steve.schneider@fortressdms.com — account questions, billing, technical problems, in-app issues.
- Sales: sales@fortressdms.com or steve.schneider@fortressdms.com — B2B quotes, custom deployments, Enterprise-tier scoping.
- Press / partnerships: paul.chavaux@fortressdms.com or steve.schneider@fortressdms.com.
Hours of operation
Monday through Friday, 9am – 5pm Central Time (Wentzville, Missouri is in the US Central time zone). Email arriving outside business hours is answered the next business day.
When to email vs when to call
- Email for anything that benefits from a written record — billing disputes, feature requests, scoping conversations, anything you might want to reference later. Most of our work happens this way.
- Call when something is broken and time-sensitive — account locked out, calls not connecting, production phone system down. Phone is the right channel for live troubleshooting.
Response time commitment
- Email: 1 business day for the first human reply. Most replies arrive within a few hours during business hours.
- Enterprise SLA tickets: per the contract in your specific deployment — typically 4 business hours for severity 1.
- Phone: answered live during business hours; voicemail returned within 1 business day.
Good to see direct contact info laid out clearly — too many vendors bury their support lines. Quick question: do you have an after-hours emergency line for critical system issues, or is it strictly business hours only? That’s always a dealbreaker for us when evaluating JMS providers.
Quick question — does your support line cover after-hours emergencies, or is that strictly during posted business hours? We run a 24/7 facility and the last vendor we used had a hard cutoff at 5pm which caused real headaches during shift changes.
Good to see direct contact info laid out clearly — our facility has been looking into new JMS options and knowing there’s an actual support line with posted hours makes a real difference before we commit to anything. Do you have a dedicated line for existing clients versus new inquiries, or does it all route to the same place?
Appreciate you laying out the contact options clearly — nothing more frustrating than hunting through a vendor site trying to figure out who to call for a support issue versus a billing question. One thing I’d add: it would help to know average response times for each channel, especially for after-hours emergencies. We run a 24/7 facility and that matters more than most folks realize.
Glad to see you have a direct support line for after-hours issues — our last vendor only offered email tickets and it was a nightmare when we had a system outage during intake processing. Quick question: does the support line connect to actual technical staff or just a call center that escalates from there?
Good to see clear contact info laid out — nothing worse than hunting through a website when you’ve got an urgent support issue at 2am during a shift. Quick question: is the support line 24/7 or just business hours? That matters a lot for us.