• Standard Hardware Warranty is best for basic coverage for non-critical hardware. It provides essential hardware protection suitable for equipment that can tolerate some downtime.
• SmartCare Advanced Hardware Warranty is best for minimizing hardware downtime. It offers fast replacement service ideal for businesses where equipment directly impacts daily operations.
• SmartCare 9x5 CE(S)T Support is best for business-hours software assistance. It provides technical support Monday-Friday, 8:00-17:00 CE(S)T with configuration and troubleshooting help.
• PremiumCare 24x7x365 Support is best for critical operations needing constant support. It offers around-the-clock expert assistance with priority handling for mission-critical systems.

Need help deciding? Contact STORDIS Sales Team for a personalized recommendation.

• Standard Hardware Warranty provides basic manufacturer coverage with a "Back to Base" approach, where hardware must be returned for repair or replacement. This entry-level warranty focuses exclusively on hardware issues and does not include any software troubleshooting assistance. It's ideal for businesses that maintain their own backup hardware and can manage longer resolution timeframes without significant operational impact.
• SmartCare Advanced Hardware Warranty delivers enhanced support. When hardware issues arise, we ship replacement equipment on the same business day once your RMA is approved. This premium hardware plan includes technical assistance during business hours (Monday-Friday, 8:00-17:00 CE(S)T), helping you resolve issues quickly and efficiently. It's designed for businesses where equipment uptime is essential for daily operations.

• SmartCare Support provides expert technical assistance exclusively during standard business hours (9:00 AM to 5:00 PM Central European (Summer) Time) on weekdays. This service is designed for organizations that primarily operate during regular business hours and can schedule maintenance during work hours. With SmartCare, you receive comprehensive software troubleshooting, configuration guidance, access to the latest patches and updates, and professional bug escalation services - all delivered by knowledgeable technical specialists during the business day.
• PremiumCare Support delivers the same high level of expert technical assistance but with continuous availability at all times - day, night, weekends, and holidays throughout the entire year. This premium service includes everything offered in SmartCare Support plus uninterrupted access to technical specialists whenever issues arise. PremiumCare is specifically designed for mission-critical environments and high-availability operations where system downtime at any hour would be problematic or unacceptable.

Yes, you can upgrade your support plan at any time. Our flexible upgrade path allows you to seamlessly transition from SmartCare Support to PremiumCare Support as your business needs evolve. Simply contact STORDIS Sales Team who will guide you through the upgrade process, calculate any prorated adjustments, and ensure continuous coverage during the transition. Whether your organization is expanding, implementing critical systems, or requiring enhanced support availability, we make upgrading your support plan straightforward and hassle-free.

To contact STORDIS Support Team under your service contract, submit a ticket through our ticket form. Always include your device serial number(s) with your request, as this information is essential for us to identify your service level and provide appropriate assistance. Include a detailed description of your issue, along with any error messages and troubleshooting steps you've already taken. Our support team will respond according to your service level agreement (SLA), with priority based on your support contract.

• PremiumCare Support 24×7×365: Initial response within 30 minutes for critical issues.
• SmartCare Advanced / SmartCare Support 9×5 CE(S)T: Initial response within 4 business hours.
• Standard Support: Initial response typically within 1 business day.

For complete details on response times, resolution targets, and service coverage, please refer to STORDIS Service Level Agreement (SLA).

Same-day hardware replacement through our SmartCare Advanced Hardware Warranty minimizes costly network downtime by shipping replacement equipment on the same business day. This service requires STORDIS Tech Support Team to first confirm your hardware is faulty via our support ticket system. Once verified and your RMA is approved before 12:00 CE(S)T, replacement hardware ships that same business day. This premium hardware-only coverage keeps your critical business operations running with minimal interruption, providing peace of mind and protecting your network reliability when hardware issues arise.