Support & Maintenance
Support and maintenance are essential for proper and efficient functioning of the products after the implementation phase.
CANS offers on all products supplied and installed support from the CANS organization itself. This is possible because CANS is the Certified CommScope partner in the Netherlands, and it can, in case a 1st or 2nd line’s fault, help the customer directly and personally. Not only in case of possible malfunctions, but also in the case of updates or requests for the improvement of the functionality within the software, CANS is ready to guide and to carry it out.
CANS Support can be reached through a new Webportal.
Besides notification via email or phone CANS now offers its customers the opportunity to submit any questions or requests via the web and to trace them. Through this expansion in the professional services CANS makes the implementation of the support process more transparent for the customer.
Using the simple and clear open source product osTicket the support process of CANS is always accessible and the results traceable. In order to use this support option an unique end user must be created. For this, the customer can submit a request via firstname.lastname@example.org. Please mention in this application the required login name (the username as in windows for example is a good choice). A password is automatically assigned and must be changed to log in the first time.
Each ticket is given a unique number. After registration, an email is sent for confirmation with the reported issue and ticket number with a hyperlink directly to the registered ticket in the web portal.
Registering and monitoring issues via the web portal can through www.cans.nl/support
Of course, customers can still call CANS support via +31 36 5342464 or mail email@example.com.