{"id":302,"date":"2026-08-26T05:03:57","date_gmt":"2026-08-26T05:03:57","guid":{"rendered":"https:\/\/www.stayntouch.com\/articles\/pms-with-good-support"},"modified":"2026-08-26T05:03:57","modified_gmt":"2026-08-26T05:03:57","slug":"pms-with-good-support","status":"publish","type":"post","link":"https:\/\/www.stayntouch.com\/articles\/pms-with-good-support","title":{"rendered":"Hotel PMS Support: What Good Looks Like &amp; Why It Matters"},"content":{"rendered":"<p><em>Written by: Kelly Campbell, Vice President of Marketing, Stayntouch<\/em><\/p>\n<h2>Key Takeaways<\/h2>\n<ul>\n<li>\n<p>Choosing a PMS with responsive, hospitality-trained support is a critical operational decision that directly affects labor costs, guest experience, and compliance risk.<\/p>\n<\/li>\n<li>\n<p>Slow or tiered support models create recurring productivity gaps, front desk congestion, and integration failures that compound with every new hire in a high-turnover environment.<\/p>\n<\/li>\n<li>\n<p>Best-in-class PMS support includes guaranteed sub-1-hour response, no service tiers, hospitality specialists, follow-the-sun coverage, and real human expertise available 24\/7\/365.<\/p>\n<\/li>\n<li>\n<p>Stayntouch delivers all five support criteria with Level 4 Global Customer Support Certification, 97% retention, and proven scalability from independent hotels to 100+ property portfolios.<\/p>\n<\/li>\n<li>\n<p>To see how responsive, hospitality-focused PMS support protects your margins and team, <a target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.stayntouch.com\/contact-us\">contact Stayntouch today<\/a>.<\/p>\n<\/li>\n<\/ul>\n<h2>The Hidden Cost of Slow or Generic PMS Support<\/h2>\n<p>High turnover makes slow or generic PMS support a recurring cost center. The <a target=\"_blank\" rel=\"noindex nofollow\" href=\"https:\/\/www.bls.gov\/jlt\/\">U.S. Bureau of Labor Statistics JOLTS data from March 2026<\/a> puts the quit rate in accommodation and food services at 4.3 percent, nearly double the 2.2 percent private-sector average. Industry estimates place annual U.S. hospitality turnover near 70 percent, compared with 12 to 15 percent in most other sectors. Every departure resets the training clock.<\/p>\n<p>Tiered queues, generalist agents, and limited support hours spread that cost across daily operations. A new hire who cannot get a fast answer during a night audit, the end-of-day process that closes out transactions and rolls the system into the next business day, loses confidence and time. A front desk agent who freezes during a busy check-in because the system behaves unexpectedly slows every guest in line. A housekeeping supervisor who cannot reach anyone when room status stops syncing before a group arrival risks late rooms and frustrated guests.<\/p>\n<p>Multi-property groups feel this drag more intensely. A support model that feels adequate for one property at low volume becomes a bottleneck when ten properties submit tickets at once. Standardization breaks down, response times stretch, and the cost of each unresolved issue multiplies across the portfolio.<\/p>\n<p>The operational stakes show up in guest feedback. When the system staff depends on every hour of every shift is unreliable or unsupported, that gap widens further. To reduce these hidden costs, hotels need PMS support that works as reliably as the platform itself.<\/p>\n<h2>What &#8220;Good PMS Support&#8221; Looks Like in Daily Operations<\/h2>\n<p>Effective PMS support functions as core infrastructure, in the same category as uptime and security. Five characteristics separate genuine support from the appearance of it. These criteria work together as a system: response speed means little without specialist knowledge, specialist knowledge cannot help if it is unavailable during your shift, and availability loses value when gated behind service tiers.<\/p>\n<ul>\n<li>\n<p><strong>Guaranteed sub-1-hour response.<\/strong> A <a target=\"_blank\" rel=\"noindex nofollow\" href=\"https:\/\/zenkins.com\/insights\/managed-it-sla-response-times\">best-practice managed IT framework<\/a> defines the response clock as starting the moment a ticket is submitted, not when it is assigned. For a hotel PMS, that distinction matters at 2 a.m. during a night audit failure.<\/p>\n<\/li>\n<li>\n<p><strong>No service tiers.<\/strong> Tiered models restrict lower-paying customers to slower channels, often email only. Teams using tier-less support models often report higher net promoter scores and better renewal rates than peers using traditional tiered models. Every customer should receive the same response speed regardless of property size.<\/p>\n<\/li>\n<li>\n<p><strong>Hospitality-trained specialists.<\/strong> Ted Jabara, Senior Vice President of Technical Systems at Meyer Jabara Hotels, <a target=\"_blank\" rel=\"noindex nofollow\" href=\"https:\/\/hospitalitynet.org\/opinion\/4133004\/the-real-role-of-technology-in-hospitality-isnt-what-you-think\">has stated<\/a> that general IT support differs meaningfully from hospitality IT support. Hospitality-focused teams understand how systems connect, why they matter, and what is at stake when something goes wrong. A generalist who has never worked a front desk cannot triage a folio, a guest&#8217;s running bill, dispute with the same speed as someone who has.<\/p>\n<\/li>\n<li>\n<p><strong>Follow-the-sun coverage.<\/strong> Follow-the-sun support staffs teams across multiple time zones so a request always reaches someone currently on shift rather than waiting for one office to open. <a target=\"_blank\" rel=\"noindex nofollow\" href=\"https:\/\/uptimelabs.io\/learn\/what-is-the-follow-the-sun-model\">A standard implementation uses three regions spaced roughly eight hours apart, EMEA, Americas, and APAC, to provide continuous 24\/7 coverage without one team carrying the entire on-call burden.<\/a><\/p>\n<\/li>\n<li>\n<p><strong>Real human expertise.<\/strong> Chatbots and automated ticket routing can handle routine queries. They cannot diagnose a multi-property configuration conflict at 3 a.m. or walk a new night auditor through an unfamiliar end-of-day process. Human expertise should serve as the baseline for a system that runs every hour of every shift.<\/p>\n<\/li>\n<\/ul>\n<h2>How Weak PMS Support Creates Ongoing Operational Drag<\/h2>\n<p><strong>Training burden.<\/strong> High turnover means new staff arrive constantly. When support is slow or generic, those staff cannot get fast answers during their first weeks on the job. The result becomes a recurring productivity gap that compounds with every hire. <a target=\"_blank\" rel=\"noindex nofollow\" href=\"https:\/\/cmitsolutions.com\/hospitality\/blog\/hotel-tech-stack\">Effective hotel IT support must account for high staff turnover by standardizing access and onboarding processes across PMS and connected systems.<\/a><\/p>\n<p><strong>Front desk congestion.<\/strong> A front desk agent who cannot resolve a system issue independently holds up every guest behind the one they are serving. When support response takes hours rather than minutes, that congestion shifts from occasional inconvenience to structural feature.<\/p>\n<figure style=\"text-align: center\"><img decoding=\"async\" src=\"https:\/\/cdn.aigrowthmarketer.co\/1784831966298-290a8f6f201c.webp\" alt=\"A hotel receptionist hands a keycard to a guest across the front desk.\" style=\"max-height: 500px\" loading=\"lazy\"><figcaption><em>The front desk is where the stay begins. A property management system (PMS) that keeps every department on one live source of truth means fewer booking errors and a check-in that doesn&#8217;t keep guests waiting.<\/em><\/figcaption><\/figure>\n<p><strong>Integration complexity.<\/strong> A PMS connects to door locks, point-of-sale (POS) systems, revenue management systems (RMS), customer relationship management (CRM) platforms, and more. When something breaks at an integration boundary, a support team unfamiliar with hospitality technology ecosystems takes longer to diagnose and resolve the issue. <a target=\"_blank\" rel=\"noindex nofollow\" href=\"https:\/\/cardonet.com\/news\/design-it-support-model-for-new-hotel-developments\">A managed IT services provider with demonstrable experience in hotel-specific systems can recognize recurring hospitality failure patterns faster than a generic provider because they maintain deeper expertise across PMS, POS, and guest-facing technology ecosystems.<\/a><\/p>\n<p><strong>Reporting visibility.<\/strong> Night audit failures and reporting gaps discovered after the fact, because support was unavailable when they occurred, create reconciliation work that lands on finance teams the following morning. That work is not billable to any guest and becomes pure overhead.<\/p>\n<p><strong>Multi-property standardization.<\/strong> A portfolio of ten properties submitting tickets to a tiered support queue receives inconsistent resolution times across locations. Brand standards erode when individual properties develop workarounds because they cannot get timely answers from the vendor.<\/p>\n<p><strong>Compliance risk.<\/strong> Occupancy tax, the per-night tax on the room rate set locally by city, county, or state, and local tax rules vary by jurisdiction. When a configuration issue affects tax application and support responds slowly, the hotel accumulates liability before the problem is resolved.<\/p>\n<h2>Stayntouch: PMS Support Built Around Responsive Human Expertise<\/h2>\n<p>Stayntouch centers its PMS around responsive human support that runs 24\/7\/365. The company provides follow-the-sun coverage with teams across multiple time zones so a request always reaches someone currently on shift. Every customer receives this model with no service tiers, a guaranteed response under one hour, and hospitality specialists rather than a chatbot. That support is included at no extra cost, regardless of property size. The promise is simple: \u201cWe answer the phone. We are here to see it through.\u201d<\/p>\n<p>Independent validation backs this structure. Stayntouch has earned <a target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/hoteltechreport.com\/operations\/property-management-systems\/stayntouch\">Hotel Tech Report&#8217;s highest tier certification, Level 4 Global Customer Support Certification (GCSC)<\/a>, for investments in pre-emptive support, reactive support, coaching, and customer validation. The platform holds a 94 percent recommendation rating from 249 hotels on Hotel Tech Report and a 97 percent customer retention rate. <a target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.capterra.com\/p\/157696\/StayNTouch-Rover-PMS\/reviews\/\">Capterra reviewers<\/a> note that \u201csupport is great, usually you will have the issue solved on the same day.\u201d <a target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.g2.com\/products\/stayntouch-cloud-pms\/reviews\">G2 reviewers<\/a> consistently cite support responsiveness as a primary reason for recommending the platform.<\/p>\n<p>Real-world scenarios show how this plays out. Consider a 120-room boutique hotel running a legacy PMS with tiered support. A new front desk agent encounters an unfamiliar folio configuration during a busy Saturday check-in. Under a tiered model, the ticket enters a queue and may not receive a response for several hours. The agent improvises, the folio is misconfigured, and the error surfaces at checkout the following morning.<\/p>\n<p>Under Stayntouch&#8217;s model, the same agent reaches a hospitality specialist within the guaranteed sub-1-hour window, often within minutes, who resolves the issue before the next guest reaches the desk. According to Stayntouch customer data, front desk staff complete full training in 2 hours, which means the pool of staff who need support for unfamiliar situations shrinks rapidly after go-live.<\/p>\n<p>Matt Schwartz, Chief Technology Officer of Sage Hospitality Group, describes the experience directly. \u201cStayntouch&#8217;s support system is also phenomenal: They stood with us every step of the way, from the start of implementation, to product training, to ensuring that their PMS continues to facilitate our business and service goals.\u201d The <a target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.stayntouch.com\/news\/stayntouch-named-hotel-pms-company-of-the-year\/\">2026 TravelTech Breakthrough Award for &#8220;Hotel PMS Company of the Year&#8221;<\/a> recognized Stayntouch&#8217;s combination of platform capability and support infrastructure, with back-to-back recognition in 2025 and 2026.<\/p>\n<h2>Key Support Comparison Criteria<\/h2>\n<p>Comparing PMS vendors across a few concrete categories reveals structural differences that pricing sheets often hide.<\/p>\n<p><strong>Deployment model.<\/strong> Cloud-native systems hosted on AWS require no on-site servers and no scheduled downtime for upgrades. Legacy systems, whether on-premise or recently migrated to the cloud, often require extended hotel-wide downtime for updates, which lands directly on guest service.<\/p>\n<p><strong>Training time.<\/strong> According to Stayntouch customer data, front desk staff complete full training in 2 hours and the full platform across all modules in 2 days. Legacy enterprise platforms typically require around three months to reach a basic working grasp and six to nine months to master. That gap compounds with every new hire in a 70 percent turnover environment.<\/p>\n<p><strong>Integration flexibility.<\/strong> Stayntouch provides 1,400+ integrations with unlimited connections at no additional cost. Users pay each third-party platform its own platform fee, while Stayntouch charges nothing for the integration itself. Legacy enterprise integrations can cost as much as $10,000 each, turning every technology decision into a budget negotiation.<\/p>\n<p><strong>Support structure.<\/strong> Stayntouch delivers 24\/7\/365 follow-the-sun support with no service tiers and a guaranteed sub-1-hour response, staffed by hospitality specialists. Many competing models restrict lower tiers to email-only channels or limit response windows to defined business hours in a single time zone. Some hotel PMS vendors define response time windows limited to specific business and weekend hours rather than 24\/7 coverage, which provides a concrete benchmark for evaluating whether a vendor offers true round-the-clock support.<\/p>\n<p><strong>Scalability.<\/strong> Stayntouch manages 100+ properties from a single login, with central configuration pushed to every property in the group. According to Stayntouch customer data, multi-property management runs 70 percent more efficiently from the multi-property dashboard than managing properties individually.<\/p>\n<figure style=\"text-align: center\"><img decoding=\"async\" src=\"https:\/\/cdn.aigrowthmarketer.co\/1785259752687-54e43d2d110a.png\" alt=\"With Stayntouch, managers build the reports they need once, then schedule automated delivery by email, SFTP, or cloud drive in any format, including PDF and CSV.\" style=\"max-height: 500px\" loading=\"lazy\"><figcaption><em>With Stayntouch, managers build the reports they need once, then schedule automated delivery by email, SFTP, or cloud drive in any format, including PDF and CSV.<\/em><\/figcaption><\/figure>\n<p><strong>Governance.<\/strong> Configuration, permissions, and templates can be standardized centrally while individual hotels retain operational flexibility. This structure avoids the need for a separate support engagement for each property.<\/p>\n<h2>Practical Evaluation Checklist for PMS Support<\/h2>\n<p>Operators can reduce risk by asking specific questions about a PMS vendor&#8217;s support model instead of accepting general assurances. Hotels should request clear definitions for response and resolution times, channels, languages, hours, geographies, and severity levels covered rather than accepting generic promises of &#8220;24\/7 support.&#8221;<\/p>\n<ul>\n<li>\n<p><strong>Guaranteed response time.<\/strong> Confirm that any sub-1-hour commitment appears in the contract and that the clock starts at ticket submission rather than assignment.<\/p>\n<\/li>\n<li>\n<p><strong>No service tiers.<\/strong> Verify that every customer, regardless of property size or contract value, receives the same response speed and channel access.<\/p>\n<\/li>\n<li>\n<p><strong>Hospitality-trained specialists versus generalists.<\/strong> Ask whether the support team can diagnose a night audit failure, a folio dispute, or a multi-property configuration conflict without escalating to a product team.<\/p>\n<\/li>\n<li>\n<p><strong>Follow-the-sun coverage.<\/strong> Clarify whether support teams are distributed across EMEA, Americas, and APAC time zones, or whether \u201c24\/7\u201d means one team on rotating on-call.<\/p>\n<\/li>\n<li>\n<p><strong>Real customer language on support experience.<\/strong> Review verified feedback on Hotel Tech Report, Capterra, and G2 that describes support responsiveness after go-live, not only during the sales process.<\/p>\n<\/li>\n<\/ul>\n<h2>Common Risks and Due Diligence Criteria<\/h2>\n<p><strong>Migration complexity.<\/strong> Switching a PMS often feels like the most anxiety-inducing decision in hotel technology. Stayntouch&#8217;s Auto-Configuration reduces property setup from around 30 hours of manual work to 4 to 5 hours. The Dataloader module migrates legacy guest profiles, group reservations, company and travel agent profiles, and deposit totals in as little as 1 to 2 hours. For messy legacy exports, Stayntouch&#8217;s team uses an internal Colab-based file cleanup and validation process to reformat data before migration rather than rejecting files outright. Manual data entry remains available as a fallback, and certain fields such as group blocks are always created manually. CSV bulk upload handles non-standard data such as group rooming lists or revenue budgets.<\/p>\n<p><strong>Change management.<\/strong> A full portfolio configures and deploys in 30 to 45 days, with a dedicated project manager running a structured six-week process. A single management company deployed 139 properties in 90 days, which demonstrates what scalable, structured implementation looks like at enterprise scale.<\/p>\n<p><strong>Data quality.<\/strong> Legacy systems often produce exports that are incomplete or inconsistently formatted. Operators should confirm that the vendor has a documented process for handling imperfect data rather than requiring a clean export as a precondition.<\/p>\n<p><strong>Integration dependencies.<\/strong> Implementation plans should be scored separately from steady-state service because a strong product can still fail through poor onboarding. Confirm that integration setup for door locks, POS, RMS, and CRM is included in the implementation process and supported after go-live.<\/p>\n<p><strong>Compliance variation.<\/strong> Stayntouch maintains product compliance in 60+ countries across six regions, with jurisdictional diligence completed in advance on the customer&#8217;s behalf. Operators entering new markets should confirm that the vendor handles local tax and regulatory requirements proactively rather than leaving research to the hotel team.<\/p>\n<h2>Frequently Asked Questions<\/h2>\n<h3>How does a best-in-class PMS differ from legacy or all-in-one systems regarding support?<\/h3>\n<p>A best-in-class PMS concentrates its entire development and support effort on the property management system and its directly connected guest-facing tools. Support teams specialize in that one platform rather than covering a broad suite of products. Legacy systems often route support through tiered queues with long escalation paths, and their support teams may be unfamiliar with how the system behaves in modern cloud environments.<\/p>\n<p>All-in-one platforms spread their engineering effort across multiple product categories, including revenue management, point-of-sale, and customer relationship management. Support staff then cover a wider surface area with less depth in any one area. Stayntouch&#8217;s support team knows the PMS end to end, remains available 24\/7\/365 with no service tiers, and responds within a guaranteed one-hour window, staffed by hospitality specialists, not a chatbot.<\/p>\n<h3>What training and implementation timeline should operators expect?<\/h3>\n<p>Stayntouch front desk staff complete full training in 2 hours. Full platform training across all modules takes 2 days. The Rate Strategy module, which automates rule-based rate adjustments inside the PMS, trains in 20 minutes. Stayntouch Academy provides self-paced eLearning with test environments, certifications, and progress tracking, so new hires can onboard without scheduling a trainer.<\/p>\n<p>Implementation follows a structured six-week process with a dedicated project manager, and a full portfolio configures and deploys in 30 to 45 days. The Auto-Configuration and Dataloader tools described earlier handle property setup and data migration, so teams move quickly from contract to go-live.<\/p>\n<h3>How do integrations affect long-term support quality?<\/h3>\n<p>Integrations often create the most support complexity after go-live. When a PMS vendor charges per integration, and legacy enterprise platforms can charge as much as $10,000 per connection, hotels hesitate to build the right stack, and the integrations they do have are often poorly documented. Stayntouch provides 1,400+ integrations with unlimited connections at no additional cost. Users pay each third-party platform its own platform fee, while Stayntouch charges nothing for the integration itself.<\/p>\n<p>Open application programming interfaces (APIs) with webhooks, connections that push data the moment something happens rather than requiring another system to keep asking, mean that integration issues are diagnosable and resolvable by a support team that understands the full ecosystem. Stayntouch supports both direct cloud-to-cloud connections for modern applications and bridge integrations via COMTROL and Omniboost for legacy door locks, PBX phone systems, and specialized accounting software.<\/p>\n<h3>Is this model suitable for both independent hotels and multi-property groups?<\/h3>\n<p>Stayntouch serves independent hotels, boutique groups, and multi-property portfolios with the same support model. Property size or portfolio scale does not change the level of service. Every customer receives 24\/7\/365 follow-the-sun support with no service tiers and a guaranteed sub-1-hour response.<\/p>\n<p>For multi-property groups, the multi-property dashboard allows central configuration to be pushed to every property in the group, and a single login manages 100+ properties. The multi-property dashboard delivers the 70 percent efficiency gain described earlier, allowing central configuration to be pushed to every property in the group. The platform scales from a single independent property to portfolios of 100+ hotels, and a single management company has deployed 139 properties in 90 days.<\/p>\n<h3>What are the real risks and hidden costs of choosing the wrong support model?<\/h3>\n<p>The most significant hidden cost comes from the compounding effect of slow support on a high-turnover workforce. Given the 70 percent turnover rate established earlier, every new hire who cannot get a fast answer during their first weeks on the job represents a productivity gap that repeats with every subsequent hire. Slow or tiered support also creates front desk congestion during busy periods, integration failures that go unresolved through peak hours, and compliance gaps when tax configuration issues are not addressed promptly.<\/p>\n<p>The cost rarely appears on a single line item. It distributes across labor, guest satisfaction, and revenue leakage. Choosing a vendor whose support is genuinely 24\/7, tier-free, and staffed by hospitality specialists removes that cost from the operating model rather than embedding it permanently.<\/p>\n<h2>Conclusion: Choose PMS Support That Protects Margins and Staff<\/h2>\n<p>PMS support quality directly affects labor costs, guest satisfaction, and compliance exposure. Slow, tiered, or non-specialist support becomes a labor cost that resets with every new hire, a guest experience risk that surfaces during peak demand, and a compliance exposure that compounds across jurisdictions. The <a target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.stayntouch.com\/news\/stayntouch-named-hotel-pms-company-of-the-year\/\">2026 Hotel Technology Outlook<\/a>, produced by the NYU SPS Jonathan M. Tisch Center of Hospitality with Stayntouch and IDeaS Revenue Solutions, found that among all-in-one users who intend to switch platforms, only 34 percent are satisfied with training and support. That figure signals that support quality is driving replacement decisions across the industry.<\/p>\n<p>A PMS with true follow-the-sun support, a guaranteed sub-1-hour response, no service tiers, and hospitality-trained specialists removes these costs and keeps staff focused on guests. Stayntouch meets every criterion and has the retention rate, certification record, and customer reviews to demonstrate it at scale.<\/p>\n<p><a target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.stayntouch.com\/contact-us\"><strong>See what a best-in-class PMS actually feels like. Book a demo at stayntouch.com.<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Poor PMS support drains margins and burns out staff. See how Stayntouch delivers responsive, expert support that keeps your hotel running smoothly.<\/p>\n","protected":false},"author":117,"featured_media":301,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-302","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/www.stayntouch.com\/articles\/wp-json\/wp\/v2\/posts\/302","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.stayntouch.com\/articles\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.stayntouch.com\/articles\/wp-json\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/www.stayntouch.com\/articles\/wp-json\/wp\/v2\/comments?post=302"}],"version-history":[{"count":0,"href":"https:\/\/www.stayntouch.com\/articles\/wp-json\/wp\/v2\/posts\/302\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.stayntouch.com\/articles\/wp-json\/wp\/v2\/media\/301"}],"wp:attachment":[{"href":"https:\/\/www.stayntouch.com\/articles\/wp-json\/wp\/v2\/media?parent=302"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.stayntouch.com\/articles\/wp-json\/wp\/v2\/categories?post=302"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.stayntouch.com\/articles\/wp-json\/wp\/v2\/tags?post=302"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}