How to Raise a Support Incident with Stone Managed Services

How to Get Help

There are three main methods to request help under your Stone Assist or Stone Managed Services provision:

• Stone Managed Services Portal
• By Email
• By Phone

Stone Managed Services Portal

The Stone Managed Services portal provides an easy to use, fast and efficient way of requesting help. In managed services terms, these support requests are known as "incidents". You can see all of the work that is being carried out on your behalf, on your incidents either for yourself or your whole school, using the Portal. This article gives a brief introduction to logging onto the portal, and creating and reviewing incidents.

Logging onto the Managed Services Portal

• Open up Internet Explorer, Chrome or Firefox and go to https://stonesupport.service-now.com/csm
• Login using your school email address and password that you already setup, or click on Register if this is the first time you have used the portal.

Getting Help By Email

• Send an email to your dedicated Managed Services email address (this is the email address provided to you when your dedicated Support Portal was setup). Please send the email from your school's email address for it to be automatically linked to your account.
• These emails are automatically added to a new incident on the support portal.
• When you receive emails from the portal, you can simply reply to them by email to quickly update the incident.
• If you need a further point of contact, please email [email protected]

​Getting Help by Phone

We will be happy to help if you prefer to speak to someone by phone. Please contact us using the details below.

• Use the dedicated Managed Services telephone line - 0333 241 6697 or 01785 786715.
• Or alternatively, call the main support line on 08448 802 366.

Applies to:

• Stone Managed Services customers