How to get support under PremiumCare Support plan?

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Introduction

Welcome to the STORDIS Support Portal guide!

This article explains how to get fast and effective support under your PremiumCare Support plan. Learn how to report issues, what information to provide, and how to ensure the fastest possible resolution for your critical devices—anytime, day or night.

What does the PremiumCare Support plan offer?

• 24×7×365 support: Get help anytime, including nights, weekends, and public holidays.
• Multi-channel support: Submit a ticket via the STORDIS Support Portal or call our support line (the phone number is provided on your support certificate).
• Priority handling: All cases are handled with the highest urgency, ensuring minimal disruption to your business.
• Comprehensive coverage: Includes both hardware and software troubleshooting.

What is the fastest way to get support?

1. Visit the STORDIS Support Portal at https://support.stordis.com
2. Click on the "Submit a technical ticket" button in the center of the page
3. 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 PremiumCare Support)
   • 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
4. Submit your ticket
5. Check for the confirmation message and email containing your unique ticket number

What Happens Next?

When you submit a support ticket, we aim to make the process as smooth as possible. Here's what you need to know:

You can easily update your ticket after submission by replying to the notification email or logging into our support portal. Feel free to add comments, upload helpful files, or update the status of your issue at any time.

We'll keep you informed every step of the way. All updates and communications about your ticket will be automatically sent to your registered email address throughout the entire resolution process.

By keeping your ticket updated with relevant information, you help our support team resolve your issue more quickly and effectively.

Escalation Process

Before escalating an issue, it's important to recognize your support level:

• PremiumCare offers round-the-clock support (24×7×365)
• SmartCare provides standard business hours coverage (9×5 CE(S)T, Monday-Friday)

Your support tier directly impacts expected resolution timeframes and the urgency with which your issues are addressed.

The key to effective escalation is timing. Here's a practical approach:

1. Monitor resolution progress against expected timeframes for your support level
2. Document attempts at resolution through standard channels
3. Request formal escalation when resolution extends beyond reasonable timeframes

When escalating an issue:

• Clearly articulate the business impact of the ongoing issue
• Reference previous troubleshooting steps to avoid redundant efforts
• Maintain professional communication, focusing on resolution rather than frustration
• Follow up with written confirmation of any verbal escalation requests

Effective escalation isn't about complaining - it's about ensuring critical issues receive appropriate attention. By understanding and properly utilizing the escalation process, you ensure your technical challenges receive the right level of expertise at the right time.

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.

STORDIS support portal FAQ