24/7 Support

Available with PremiumCare contract

Standard 9/5 Support

Mon-Fri, 8:00-17:00 CE(S)T

Closed

Holidays & company closures

View calendar
Ticket Icon

My Tickets

All my tickets

VIEW TICKETS
Submit Ticket Icon

Submit a technical ticket

All technical queries

CREATE TICKET
RMA Icon

Submit an RMA ticket

All RMA queries

REQUEST RMA
Firmware Icon

Firmware & Software

All firmware & software files

BROWSE FILES
Knowledge Base Icon

Knowledge Base

All technical documents

BROWSE ARTICLES
FAQ Icon

FAQ

Frequently Asked Questions

VIEW FAQ
0%

of tickets resolved within SLA targets

0%

of eligible hardware replacements shipped same-day

0%

customer satisfaction rating

0+

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
Standard Hardware Warranty
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
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

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
Standard Software Warranty
Business Hours Problem Resolution
Anytime Expert Assistance
Transparent Issue Tracking
Latest Software Enhancements
Self-Help Knowledge Resources
SmartCare Support
Business Hours Problem Resolution
Anytime Expert Assistance
Transparent Issue Tracking
Latest Software Enhancements
Self-Help Knowledge Resources
PremiumCare Support
Business Hours Problem Resolution
Anytime Expert Assistance
Transparent Issue Tracking
Latest Software Enhancements
Self-Help Knowledge Resources

Understanding Support Services

How do I choose the right support plan for my business?
  • 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.
What is the difference between Standard, SmartCare Advanced, SmartCare Support, and PremiumCare Support?
  • 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.
Can I upgrade my support plan after purchase?

Yes. You can upgrade your support plan at any time. Contact our sales or support team for assistance with upgrading.

What is the average response time for support tickets?
  • 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.
What exactly does "same-day hardware replacement" mean?

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.

Can't Find What You're Looking For?

We understand it can be frustrating when you can't find the information you need. STORDIS Tech Support Team is here to point you in the right direction or provide the answers you're searching for. Just submit a request below and we'll help you locate exactly what you need.

Submit a Support Ticket