Request Support
- Please see the
Support Request Checklist.
- Use Support Request Form or refer to Support Contact Information.
Support Request Checklist
Before you place a support call, please check that you have the following information available:
General Information
- Contract ID (Number)
- Detailed description of the issue, symptoms and any specific error messages received.
Companies related in support for site in question
- End User
- 1st line Support Partner
- Site location(s)
Required for all Authorized Contact Person(s) involved in the case
- Last name
- First name
- Phone number
- Cell/mobile phone number
- Email address
System information
- Stonesoft product, version and patch levels
- Firewall or server product and version/patch level
- Operating System, version and service pack/patch information
- Hardware platform
- Network interface types
- Other installed product and versions
- Network Diagram
- Any other relevant hardware/software version numbers (e.g. CISCO router/switch IOS version etc.).
Please use the info scripts for StoneGate and StoneBeat to help you to gather the technical information.
License related questions should be directed to Order Services
order@stonesoft.com.
Note: The more information you provide for us from the beginning - the faster we will find a solution for you.