24/7 Support
Available with PremiumCare contract
Standard 9/5 Support
Mon-Fri, 8:00-17:00 CE(S)T
of tickets resolved within SLA targets
of eligible hardware replacements shipped same-day
customer satisfaction rating
gallons of coffee fueling warp-speed engineering solutions
Network Hardware Support Services
Standard Hardware Warranty: Secure your basic investment with our standard manufacturer warranty that ensures defective hardware can be returned to STORDIS for repair or replacement, giving you peace of mind with your purchase.
SmartCare Advanced: Minimize costly network downtime with our same-day replacement service. When issues arise, we ship replacement hardware immediately, keeping your business running without extended interruptions.
| Benefit | Standard Hardware Warranty | SmartCare Advanced |
|---|---|---|
| Expert Technical Support During Business Hours | ||
| Round-the-Clock Technical Assistance | ||
| Minimize Downtime with Same-Day Replacement | ||
| Track Support Cases in Real-Time | ||
| Access Latest Software Updates | ||
| Self-Service Troubleshooting Resources | ||
| Get Started | Included with purchase | ENHANCE HARDWARE SUPPORT |
Network Software Support Services
Standard Software Warranty: Get started with basic coverage that includes essential software fixes for 90 days, allowing you to address critical defects while you evaluate your long-term support needs.
SmartCare Support: Boost your team's productivity with expert assistance during business hours. Our specialists help you quickly resolve software issues, optimize configurations, and maximize your network's performance.
PremiumCare Support: Ensure your mission-critical operations never stop with around-the-clock expert support. When every minute of downtime impacts your bottom line, our 24/7/365 team is ready to resolve issues at any hour.
| Benefit | Standard Software Warranty | SmartCare Support | PremiumCare Support |
|---|---|---|---|
| Business Hours Problem Resolution | |||
| Anytime Expert Assistance | |||
| Transparent Issue Tracking | |||
| Latest Software Enhancements | |||
| Self-Help Knowledge Resources | |||
| Get Started | Included with purchase | GET SMARTCARE SUPPORT | SECURE PREMIUM SUPPORT |
Understanding Support Services
- Standard Warranty: Suitable for basic coverage and non-critical hardware scenarios.
- SmartCare Advanced: Recommended for businesses requiring rapid hardware replacement to minimize downtime.
- SmartCare Support:: Ideal for software assistance and configuration support during standard business hours.
- PremiumCare Support: Best suited for organizations with critical operations requiring uninterrupted software support and immediate access to expert assistance.
- Standard Hardware Warranty: Basic manufacturer warranty with hardware returned for repair or replacement ("Back to Base"). Limited to hardware coverage, without software troubleshooting.
- SmartCare Advanced (Hardware): Enhanced hardware support with same-business-day shipment of replacement units. Includes technical support during business hours (Mon-Fri, 8:00–17:00 CE(S)T) to minimize downtime.
- SmartCare Support (Software): Software-focused support available during business hours (9x5 CE(S)T). Covers troubleshooting, configuration guidance, bug reporting, and software patches.
- PremiumCare Support (Software): Comprehensive 24x7x365 software support, ideal for mission-critical operations needing continuous availability and immediate assistance.
Yes. You can upgrade your support plan at any time. Contact our sales or support team for assistance with upgrading.
- PremiumCare (Critical issues): Initial response within 30 minutes (24x7).
- SmartCare Advanced / SmartCare Support: Initial response within 4 business hours.
- Standard Support:: Initial response typically within 1 business day.
If your hardware fails and you submit your request before 12:00 CE(S)T, we ship a replacement device on the same business day, greatly reducing potential downtime.
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