How do I know which support level I have (SmartCare, PremiumCare)?

Robert Strakulski

Updated June 05, 2025 05:35

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Introduction

Welcome to the STORDIS Support Portal guide!

STORDIS offers two tailored Service Level Agreements (SLAs) — SmartCare and PremiumCare — as an enhancement to the manufacturer’s standard warranty or STORDIS’ extended warranties. These SLAs are designed specifically for Open Networking Bare Metal Switches and related systems, supported by STORDIS expert engineers and certified partners.

💻 SmartCare Advanced (Hardware Only Support)
SmartCare Advanced is designed for customers who need rapid hardware replacement without software assistance:

Phone and Remote Support (9×5)
Hardware Advanced Exchange (Same Business Day Shipment - Same business day shipment upon RMA approval before 12:00 CE(S)T))
Access to Real-Time Case Management
Access to Software Download Portal
Access to Knowledge Center

🔧 SmartCare Support 9×5 CE(S)T
SmartCare provides enhanced support during business hours and includes:

Phone and Remote Support (9×5)
Access to Real-Time Case Management
Access to Software Download Portal
Access to Knowledge Center

🌐 PremiumCare Support 24×7×365
PremiumCare includes everything in SmartCare, plus:

Phone and Remote Support (24x7x365)
Access to Real-Time Case Management
Access to Software Download Portal
Access to Knowledge Center

REMEMBER

Same business day shipment depends on your location and RMA approval timing. Delivery times vary based on logistics;

Time references are based on CE(S)T (Central European [Summer] Time), excluding public holidays and STORDIS company shutdowns.