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Introduction
Welcome to the STORDIS Support Portal guide!
Providing the right information in your support ticket is essential to help our team resolve your issue quickly and accurately. This guide outlines exactly what to include when submitting a technical support request.
What information should be included?
When submitting a ticket, please include the following key details:
- Severity level - How urgent Your issue is:
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
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Product number (e.g., model of the affected device)
Include the model or part number of the affected product (e.g., switch model, router model, software name). This helps us identify the device or software you're referring to.
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Serial number of the hardware (if applicable):
If available, provide the serial number (S/N) of the hardware. This allows us to:
- Verify the device
- Check its support history
- Speed up troubleshooting
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Description of issue
Give us a clear and detailed explanation of the issue you're experiencing. Include:
- What is happening?
- When did the issue start?
- What steps have you taken so far?
- Any error codes, messages, or symptoms?
- Also please Attach screenshots, logs, or videos if possible — the more detail, the better!
- tech-support dump if available.
Why we need this type of information
- Severity level - When you decide depend of your problem's scale it help our support to organize our work so every customer can get their help as needed
- Device - Naming us a part number we can easily name type of device You are experiencing issue with
- Serial number - we identify supported device via S/N
- Description - With shared information of Your issue we can identify problem and present You solution, give us as much details as you can it will speed up our solution response
Congratulations!
Now with details what should be included in ticket You can easily submit technical ticket that will be easier for our support to provide solution!
Useful links
If you want to explore more topics, be sure to check out our other guides, including:
How to submit a technical ticket?
Can I attach files (logs, screenshots, etc.) to my support ticket?