Helpdesk
We're here to help!
Welcome to our helpdesk page. Before contacting our services we advise you to have a look at our knowledgebase. Here you can find answers to frequently asked questions and solutions for most common problems.
Knowledgebase
Click here for our knowledgebase
Here you can find answers to frequently asked helpdesk questions about our products and services.
Most customer questions can be anwered with the help of this database.
NEW: Video Manuals
Our online videos will help you in an easy way to set up and manage your webhosting with us.
How to contact our Helpdesk?
You can reach our team of experts in different ways, depending on the urgency of your question and the service level specified in your contract.
Non-priority support: For this you can mail to staff@stone-is.com , our question will be admitted to our helpdesk application. You can expect an answer in two working days.This form of support is free for all our customers.
Priority support during office hours: For urgent matters you can reach us by phone between 9 a.m and 18 p.m on working days on the number 028889246 (int. 003228889246) for customers with a Standard Service Level. You will be helped by the employee who is available at that time. Customers with an extended support level can reach their contact directly or call the toll free number.
Priority support outside of office hours: You can fill out a form on this page 24/7 after which the systems manager on call will help you within 15 minutes. Please note: for customers without PRO service package this is a paying service.
Pointers to get efficient help: Always describe the problem clearly, state the error clearly if possible and don't forget to state the domainname where the problem occurs and how we can reproduce the problem. This avoids needless back and forth mailing.
What can you expect of our support service:
- Explanation and help on the workings of the controlpanel and hosting environment if necessary.
- Processing of administrative and invoice questions.
- Assistance for general questions concerning our services.
- Support in setting up your hosting and domainnames.
- Help with malfunctions and bugs in the platform offered by us.
- We help you on your way to install and configurate your application.
What is not automatically included in our support service:
Support in following matters is not included but can be performed by our employees in agreement with the customer at the rate of €35 plus tax for every 15 minutes started.
- Reinstallment of DATA from our own backups if data should be lost through circumstances outside of Stone's control.
- Finetuning and debugging of applications installed by the customer.
- Configurating of programs on the customer's computer.
- Setting up non-standard settings as: wildcard DNS aliases and specific environment variables which can not be adapted by the customer (activating non-standard modules and platform settings).
- Requests outside the frame of the support service.
Server Status
The up-to-date server status and alerts for malfunctions can be found on our server status page.
