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Introduction
Welcome to the STORDIS Support Portal guide!
Need technical support? This guide shows you exactly how to submit a support ticket in just a few simple steps. Creating a ticket helps us track your problem, give it the right priority, and connect you with the best person to solve it quickly. STORDIS Support Team is ready to help turn your tech problems into solutions.
How to submit a technical ticket?
STEP 1: Visit the STORDIS Support Portal at https://support.stordis.com, where you'll find the "Submit a technical ticket" option in the center of the page (marked with a document icon) - simply click this button to create your ticket and detail your technical query.
STEP 2: Please complete all fields with as much detail as possible to help us resolve your issue quickly:
- Your business email address - use your company email for faster verification
- Subject of ticket - provide a clear, specific title summarizing the issue
- Severity level - select based on business impact (definitions available below)
- Product number - enter the exact model number of the affected device
- Serial number - provide the hardware serial number for verifying your SLA, licenses, and warranty
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Detailed description - Include:
- What happened and when
- Expected vs. actual behaviour
- Steps to reproduce the issue
- Error messages (copy exact text if possible)
- Recent changes or updates to your system
- Any troubleshooting steps already attempted
- Attach screenshots, logs, or videos if possible — the more detail, the better! More information about it You can find HERE
Choose the Severity Level properly!
Select the appropriate severity level to help us prioritize your issue:
Be honest and accurate when selecting severity — it helps us route your request properly.
This level represents the highest priority issues that severely impact the customer's core business operations. Critical issues typically involve:
- Complete system outages or failures
- Severe security breaches
- Issues causing significant financial loss or legal risks
- Problems affecting a large number of users or critical business functions
This level covers important issues that notably disrupt normal operations but don't completely halt business processes. Significant issues often include:
- Partial system outages or severe performance degradation
- Problems affecting a moderate number of users or important (but not critical) business functions
- Security vulnerabilities requiring prompt attention
- Issues with workarounds available, but causing substantial inconvenience
This level is for low-impact issues that cause minimal disruption to business operations. Minor issues typically involve:
- Non-critical system errors or bugs
- Issues affecting a small number of users or non-essential functions
- Requests for information (including feature or configuration questions) or general support
- Minor usability or cosmetic problems
Remember!
Our data shows that support tickets with precise descriptions and verified serial numbers are resolved up to 70% faster than those requiring additional information. Taking an extra minute to include these details can save hours in the resolution process.
Support ticket confirmation
After completing the ticket submission form, a confirmation message will briefly appear at the top of the screen indicating that your request has been successfully submitted to our support team. This notification confirms that your ticket is now in our system and will be processed according to our support guidelines.
Congratulations!
You'll also receive an email confirmation containing your unique ticket number for reference.
All future status updates and communications regarding your ticket will be automatically sent to your registered email address, keeping you informed throughout the resolution process.
Useful links
If you want to explore more topics, be sure to check out our other guides, including: