-
Connecting your cloud to the world around you
Stoneware's support team is here with all the information, resources, and knowledge you need to connect your cloud into the data center
- Support Information
- Options
- Methods
- Hours
- Consulting
-
Stoneware Technical Support
Stoneware Support offers a variety of technical support services tailored to your needs. Stoneware's support is designed to help you get the most from your Stoneware software products. Stoneware's support provides access to a knowledge base of product documentation, technical notes, white papers, and frequently asked questions. Please feel free at anytime to contact us at or at our Toll-Free Support number 800-505-6865.
- The latest version of webNetwork 6.0 is 6.0.8.0
- The latest version of webRDP 1.0 is 1.0.10.20
- The latest version of LanSchool 7.6 is 7.6.3.9
-
Stoneware Support Options
Stoneware Support Services offers a variety of technical support service offerings tailored to your needs. Stoneware's support is designed to help you get the most from your Stoneware software products. We have made some changes to the pricing structure for our support services which we feel will allow us to continue to provide the highest quality service for our customers.
Support Contract Information
- A Support Contract is for one year or upon completion of quantity of support incidents purchased, whichever happens first.
- Customers with a current support package will receive the highest priority.
- While we strive to answer your questions as fast as possible, there is no guaranteed response time. Questions are generally responded to within one business day; however, depending on the issue, it may take longer to fully resolve.
Support Pricing
Support 10 Phone Support 10 Incidents $2,500.00 Support 25 Phone Support 25 Incidents $5,000.00 Support 50 Phone Support 50 Incidents $8,750.00 24X7 Contact Stoneware Sales Remote Mgr. Contact Stoneware Sales
- Note: Custom support packages can also be provided. Please contact for further information and pricing.
- For customers that are current with their upgrade protection but do not have a support package in place, $250 per call will be charged for up to 2-hours of support service and $175 per hour after that.
- For customers that are not current on their upgrade protection and do not have a support package in place, $250 per hour will be charged for support services. We would like to invite you to take advantage of getting a support contract in place.
- Note: Upgrade Protection is not the same as a Support Contract. Upgrade Protection allows the customer to continue to get the latest updates for webNework.
-
Stoneware Support Contact Methods
You can contact Stoneware's support team in one of several different methods. Each method is described below, as well as the definition of a support incident.
For more information email:
Self Service
- Stoneware provides an online Support Knowledge Base, a FAQ, and several Blogs / Forums with many of the common questions and accompanying solutions. Many questions can be answered here for free.
- You do not need a support contract to take advantage of this service.
- The free support is not meant to replace a paid support contract.
- There is no guaranteed response / response time for self service support.
- Questions posted on the Blogs/Forums that benefit many customers are more likely to be responded to. Questions that are specific to your installation may be redirected to normal support means.
Email Support
- Email support is generally the quickest method of having a question answered.
- Customers may initiate a support incident request by using our online Support Request or by emailing
- Requests are handled on a first come first serve basis.
- Standard support rates apply to email support.
- Please provide your contact information and your question when submitting a support incident.
Phone Support
- If you need immediate assistance for an issue that may be too complex to explain in email then you may also call our support line at 1-800-505-6865 to speak to a member of the Technical Support Staff.
- Requests are handled on a first come first serve basis.
- Standard support rates apply to phone support.
- During high volume periods we may ask you for your contact information and problem description so that a Support Technician may call you back.
Incident Definition
- An incident is defined as a question or an issue that focuses on one area of webNetwork which has prompted the need to contact support via email, phone or other means.
- One incident may involve several interactions with Technical Support to resolve and may require multiple phone calls, emails and offline research.
- A reasonable effort will be made to resolve the issue to the customer's satisfaction. In some cases a patch may need to be developed and a customer will need to apply this patch to fix the problem. The time it takes for this cannot be guaranteed and a workaround may be offered until a permanent fix can be found.
- Our Support Technicians are responsible for determining what characterizes a single support incident and communicating this to our customers.
- Simple support incidents requiring less than 15-minutes of our support staff's time will not be chargeable unless they are recurring on a frequent basis. If a question starts to run over the 15 minutes of free support then the Support Technician will inform the customer of their options to proceed with the incident.
- Defect/bug submission and Enhancement requests will not be counted as chargeable incidents.
- Dedicated assistance during upgrades / migrations / multi-server service packs are handled through Stoneware Consulting at an additional charge. Contact your sales representative to schedule these tasks.
-
Hours of Operation
- Monday-Friday, 8:00am-5:00pm EST - Excludes weekends and holidays.
- After hours or if all Support Technicians are currently busy with other customers you may be forwarded to voice mail. Leave your contact information and question and someone will get back with you. You may also elect to submit an Online Support Request.
-
Consulting Services
Stoneware also offers consulting services for purchase. Stoneware consulting services can be used for webNetwork implementations, upgrades, and special projects such as creating online reports and forms using the Stoneware reporting tools. Consulting is slightly different than technical support, so please note their intended differences.
- Consulting is purchased in hourly increments
- Consulting engagements consist of installations, upgrades, and custom projects
- Consulting engagements will be a guided "hand-holding" session by a dedicated consultant
- Consulting engagements must be scheduled prior to event, preferably two to four weeks in advance
- Consulting can be either on-site or remote
Consulting vs. Support
- Consulting scheduling will be at the availability of both parties
- A Stoneware consultant will be assigned to your project and will coordinate available times
- Please contact Stoneware at consulting@stone-ware.com to schedule your consulting services
Consulting Scheduling
- Contact Stoneware Sales at sales@stone-ware.com
Consulting Pricing