Contact Support
Support Channels
Email Support (Recommended)
Email: [email protected]
Best for: Non-urgent questions, detailed issues, documentation needs
Response time: Within 24 hours (business days)
Available: 24/7 submission, business hours response
Live Chat
Access: Through Stortech platform or website
Best for: Immediate questions, urgent issues, quick guidance
Response time: Immediate during business hours
Available: Business hours
Phone Support
Number: Available through live chat
Best for: Critical issues, complex problems, emergency situations
Response time: Immediate during business hours
Available: Business hours for scheduled calls
When to Contact Support
Immediate/Urgent Support
Contact immediately for:
Platform completely inaccessible
Payment processing system down
Multiple customers unable to book
Data loss or corruption
Security concerns or breaches
Critical billing issues
Standard Support
Contact within 24 hours for:
Individual customer issues
Feature questions or training
Configuration assistance
Non-critical system issues
Report or data questions
Account setup help
General Inquiries
Contact when convenient for:
Best practice questions
Training requests
Feature suggestions
Documentation clarification
Strategic planning assistance
Before Contacting Support
Information to Gather
Having this information ready speeds resolution:Account Information
Your facility name
Account email address
Approximate number of units
When you started using Stortech
Problem Details
When did the issue start?
What were you trying to do?
What actually happened vs. what you expected?
Error messages (exact text or screenshots)
Does it happen every time or just sometimes?
Customer Information (if relevant)
Customer name and contact information
Unit number(s) involved
Payment method being used
Timeline of customer interactions
Technical Details
Browser name and version
Operating system (Windows, Mac, etc.)
Device type (computer, tablet, phone)
Internet connection type
Try These First
Before contacting support, try:
Refresh the page or clear browser cache
Try a different browser or incognito mode
Check our Common Issues guide
Search the FAQ
Test if issue affects other users
How to Contact Support Effectively
Email Support Best Practices
Subject Line Examples
"URGENT: Payment processing down for all customers"
"Customer unable to complete booking - [Customer Name]"
"Question about setting up promotions"
"Request: Training on advanced features"
Email Content Structure
Brief description of issue/question Facility name and account email Steps you've already tried Screenshots or error messages (if applicable) Customer impact and urgency level Best way to reach you for follow-up
Live Chat Tips
Have your account information ready
Be prepared to describe the issue clearly
Stay available during the conversation
Take notes on solutions provided
Ask for email follow-up for complex solutions
Phone Support Preparation
Call from a location where you can access Stortech
Have customer information ready if relevant
Be prepared to share your screen if needed
Schedule call in advance when possible
Support Response Times
Priority Levels
Critical (1-2 hours)
System completely down
Payment processing failures
Security issues
Data loss incidents
High (4-8 hours)
Individual customer booking failures
Payment processing for specific customers
Account access issues
Feature malfunctions affecting operations
Standard (24 hours)
General questions
Feature requests
Training needs
Configuration help
Best practices guidance
Low (48-72 hours)
Documentation requests
Strategic planning questions
Enhancement suggestions
Non-urgent optimization
Specialized Support Types
Technical Support
For: Platform functionality, integrations, system issues Contact: [email protected] Expertise: Platform configuration, troubleshooting, system optimization
Business Consulting
For: Pricing strategy, operational optimization, growth planning Contact: [email protected] Expertise: Self-storage industry best practices, revenue optimization
Billing Support
For: Payment processing, Stripe issues, financial reporting Contact: [email protected] Expertise: Payment systems, financial operations, accounting integration
Implementation Support
For: New facility setup, data migration, training Contact: [email protected] Expertise: Onboarding, setup optimization, staff training
Emergency Support
After-Hours Emergencies
Definition: Issues preventing facility operations or customer access Examples:
Payment system completely down during peak hours
Customer data loss or corruption
Security breach or unauthorized access
System outage during high-demand period
How to Contact:
Email [email protected] with "EMERGENCY" in subject
Use live chat if available
Include detailed impact assessment
Provide direct contact number for immediate callback
Emergency Information to Include
Exact nature of emergency
Number of customers affected
Revenue impact estimate
Steps already taken
Direct contact information
Alternative contact methods
Support Ticket Management
Tracking Your Requests
Save confirmation emails
Note ticket/reference numbers
Keep communication history
Track resolution timeframes
Follow up if needed
Providing Updates
If situation changes:
Reply to original support email
Reference ticket number
Provide new information
Update urgency level if needed
Escalation Process
If not satisfied with response:
Ask to speak with supervisor
Reference previous communications
Clearly state desired outcome
Provide additional context if helpful
Self-Service Resources
Before Contacting Support, Check:
Knowledge Base Articles
Feature-specific guides
Platform Help
In-app help tooltips
Platform status page
System announcements
Feature documentation
Video Resources
Platform overview tutorials
Feature demonstration videos
Best practices presentations
Troubleshooting guides
Support Quality and Feedback
What to Expect
Professional, courteous service
Timely responses within stated timeframes
Clear explanations and solutions
Follow-up to ensure resolution
Documentation of solutions for future reference
Providing Feedback
Help us improve by:
Rating support interactions
Providing specific feedback on resolution quality
Suggesting documentation improvements
Reporting gaps in self-service resources
Recommending training topics
International Support
Time Zone Considerations
Support hours: Monday-Friday, 9 AM - 6 PM Eastern Time
International customers: Note time zone differences
Emergency support: Available outside business hours
Best response times: During North American business hours
Language Support
Primary language: English
French support: Available for Canadian customers
Translation assistance: Available for complex technical issues
Support for Different User Types
Facility Owners
Strategic planning assistance
Revenue optimization guidance
Industry best practices
Competitive analysis
Facility Managers
Day-to-day operations support
Customer service guidance
Process optimization
Staff training
Staff Users
Basic platform training
Customer interaction guidance
Problem resolution procedures
Escalation protocols
Preparing for Support Calls
Before the Call
[ ] Review issue details
[ ] Gather relevant information
[ ] Test reproduction steps
[ ] Prepare questions
[ ] Schedule adequate time
During the Call
Take detailed notes
Ask for clarification if needed
Request follow-up documentation
Confirm next steps
Get timeline for resolution
After the Call
Implement suggested solutions
Test resolution thoroughly
Document process for future
Follow up if issues persist
Provide feedback on experience
Quick Contact Reference
| Issue Type | Contact Method | Response Time | |------------|----------------|---------------| | Critical Emergency | Email with "EMERGENCY" | 1-2 hours | | Urgent Problem | Live Chat or Email | 4-8 hours | | Standard Question | Email | 24 hours | | General Inquiry | Email | 48 hours |Primary Support Email: [email protected] Live Chat: Available through platform during business hours Business Hours: Monday-Friday, 9 AM - 6 PM Eastern Time
Next Steps
For frequently asked questions, check our FAQ for quick answers to common questions.
---
Need immediate help? Email [email protected] or use live chat through the platform.