FAQ

STORDIS Support

• STORDIS Holidays & Closures
• STORDIS Service Level Agreement (SLA)
• How to get support under SmartCare Support plan?
• How to get support under PremiumCare Support plan?
• How to get support under SmartCare Advanced Hardware Warranty plan?
• How do I know which support level I have (SmartCare, PremiumCare)?
• See all 10 articles

Ticket Management

• How to submit a technical ticket?
• What information should I include in my support ticket?
• How can I track the status of my support case?
• Can I attach files (logs, screenshots, etc.) to my support ticket?
• Will I receive email notifications about ticket updates?
• What are the steps for escalating a ticket if the problem hasn't been resolved within the expected timeframe?
• See all 7 articles

Account & Access

• How do I create an account on the STORDIS Support Portal?
• I forgot my password. How do I reset it?
• How can I add members of my team to the STORDIS Support Portal and ensure they have the same permissions as mine?
• How do I update my contact information or email preferences?

Portal Navigation

• Can I access the portal from mobile devices?
• How do I request a callback from a support engineer?
• Where can I see my organization's support history?
• Where can I find my support contract information?
• How do I access documentation for my specific products?

Software & Updates

• How do I access firmware updates and software downloads?
• How do I register for notifications about new software releases?
• How do I register for notifications about new documents releases?
• Where can I find release notes for software versions?
• How do I download Network Operating System (NOS) for specific platform?
• Can I have access to an early engineering version of the software through the support portal?
• See all 7 articles

Troubleshooting Portal Issues

• Who do I contact if I'm having technical difficulties with the portal itself?
• How do I clear my cached portal data if I'm experiencing issues?
• The portal is loading slowly. What should I do?
• Why am I not receiving email notifications from the portal?
• I can't upload attachments to my ticket. How do I resolve this?

RMA

• How to Submit an RMA Request with STORDIS?