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Introduction
Welcome to the STORDIS Support Portal guide!
Get your network back online fast with SmartCare Advanced Hardware Warranty plan. This guide shows you exactly how to activate your same-day replacement benefit and minimize costly downtime when hardware fails.
What does the SmartCare Advanced Hardware Warranty plan offer?
- Advanced hardware exchange: If your hardware fault is confirmed and your RMA is approved by 12:00 CE(S)T, we will ship a replacement device the same day.
- Support channels: Submit a ticket via the STORDIS Support Portal or call our support line (the phone number is provided on your support certificate).
- Business-focused support: Minimize downtime for your mission-critical operations.
- Hardware-only coverage: This plan covers hardware issues only (no software troubleshooting).
What is the fastest way to get support?
- Visit the STORDIS Support Portal at https://support.stordis.com
- Click on the "Submit a technical ticket" button in the center of the page
- Complete all fields with detailed information:
- Provide a clear, specific subject line
- Select the appropriate severity level based on business impact
- Enter the exact product model number
- Include the hardware serial number (this is essential for determining the appropriate SLA and activating all additional services like SmartCare Advanced Hardware Warranty)
- Write a detailed description including:
- What happened and when
- Exact error messages
- Recent system changes or updates
- Troubleshooting steps already attempted
- Attach supporting files such as screenshots, logs, or videos
- Submit your ticket
- Check for the confirmation message and email containing your unique ticket number
RMA Process
Once the fault is confirmed by the STORDIS Tech Support Team:
- Go to https://forms.stordis.com/rma
- Complete the RMA request form with all required information
- Important: Include your STORDIS Ticket Number to prioritize your RMA request
- If the RMA Team confirms the RMA by 12:00 CE(S)T, a replacement device will be shipped the same business day.
- You will receive an RMA number and instructions for returning the faulty device.
What Happens Next?
All future status updates and communications regarding your RMA will be automatically sent to your registered email address, keeping you informed throughout the resolution process.
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.
Important notes
- Shipping: Customers are responsible for shipping the faulty device to the RMA center. The replacement device is shipped at no cost to you.
- Support hours: Support is available during business hours.
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Response time: The initial response time depends on the severity - more details:
STORDIS Service Level Agreement (SLA)
Remember!
To ensure the fastest possible resolution, always provide your device serial number and a clear, detailed description of the issue in your ticket or during your call.
Congratulations!
All future status updates and communications regarding your RMA will be automatically sent to your registered email address, keeping you informed throughout the resolution process.
Useful links:
How do I know which support level I have (SmartCare, PremiumCare)?
Still have questions? You can find more answers in our full FAQ — just follow the link below.