Technology Support Contact Information
All your technology-related support inquiries should be routed to the Hand and Stone technology support team.
The Hand and Stone technology support team can be reached via three channels:
- Telephone – (857) 241-2414
- Service Now Portal – http://itsupport.handandstone.com
- Email – it@handandstone.com
The Technology team is shipping special mouse pads to all spas that include our contact information.
Below you will find the protocol for initiating a technical support request for each channel.
Telephone
The Technology Support team can be reached via telephone at (857) 241-2414. A live person will promptly take your call and assist. All urgent issues are best routed to the Technology Support team via telephone. In addition, complex issues that are difficult to articulate via email/text are best routed to the team via telephone for a detailed explanation.
Service Now Portal
Incidents can also be submitted to the Technology Support team via a new technology support ticketing portal. You can submit tickets directly, see the status of your open ticket, and see your ticket history.
In addition to ticket management, you will find access to our AI Chatbot – StoneyBot. Stoney Bot has been trained with the Hand and Stone operational manuals and training guides and documents. We encourage everyone to submit operational questions to StoneyBot for a quick response.
To access the Service Now ticket portal:
1. Open a web browser and go to this address: http://itsupport.handandstone.com/
2. Sign in using your Hand and Stone e-mail address or Spa Appointment e-mail address and credentials when prompted.
3. Once signed in, you may click the “Something's Broken” button to start a new ticket.
4. Input details as prompted and provide as much detail as possible about the incident you are requesting assistance with and then click Submit (4) to submit your new ticket.
5. Details about your currently open tickets are displayed on the homepage of your service portal. Clicking the ticket title of the ticket you want to view will display a history of all the activity on the ticket.
Email
Issues can also be submitted to the Technology Support team via email at it@handandstone.com. Emails received by the Technology Support team will automatically generate a ticket in the Service Now portal. If you would like to have other team members receive updates on tickets, they can be CC’ed on the email when submitted.
|
|
|
|
|
|
|
|
|
