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Support and maintenance

Keeping the platforms you run healthy is what makes the rest of the investment pay off. We help you avoid and resolve issues before they turn into downtime.
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Monitoring that catches an issue before your users do

Every platform we support is monitored for the signs that precede a real problem: a job queue backing up, a connector silently failing, a licence approaching its limit. Our engineers act on those signals directly, remotely or on site, so uptime does not depend on someone noticing something looks wrong.
Version and patch management runs on the same schedule, so the platform stays on a release that is still supported by its vendor, rather than drifting until an upgrade becomes a project of its own.

A support tier that matches what is actually at stake

Not every process needs the same response time. Standard support is tied to the maintenance contract and covers first- and second-line software support plus access to upgrades. Where the process is business-critical, an application support agreement adds defined response and resolution times, or we work to an SLA template you have already agreed internally.

Software support, not just hardware uptime

The platforms in an information management estate are software: workflow engines, integration recipes, document-capture models. Support here means expert technical help with performance issues, access to fixes and new versions, and proactive monitoring of the application and server environment behind them, not only the devices at the edge.

Escalation that goes somewhere

A support ticket that stalls is its own kind of downtime. Every request has an owner and an escalation path, so a case that is not resolved inside its response time is not simply waiting in a queue.

Capabilities

Platform monitoring: Continuous monitoring for the signals that precede an outage, not just alerts after one happens.

Patch and version management: Keeping the platform on a release still supported by its vendor.

Standard support: First- and second-line software support tied to the maintenance contract, with upgrade access included.

Enhanced SLA options: Defined, faster response and resolution times for the processes where downtime costs the most.

Remote event management: Proactive monitoring and resolution of the application and server environment behind the platform.

Escalation with an owner: Every case has a named owner and a path upward if it is not resolved in time.

Certified security: Support delivered under ISO 27001-certified controls, with a SOC 2 Type I report available under NDA.

Why Canon IMS

1 contractfor advice, implementation, support and managed services, with agreed service levels
ISO 27001 & 9001certified information security and quality management
SOC 2 Type Iindependent report on our security controls, shareable under NDA
300+information management specialists across EMEA

View our certifications and partnerships ›

Where it fits

Support and maintenance is how the Support and manage phase of our approach continues once a platform is live, on something we implemented or something you already run.

About our approach ›

Frequently asked questions

Do you support platforms you did not implement?

Yes. Support and maintenance is a standalone engagement. We assess the current state first, so we know what we are taking on, but the platform does not have to be one we built.

What is the difference between standard support and an SLA?

Standard support is tied to the maintenance contract and covers first- and second-line software issues plus upgrade access. An SLA adds defined, faster response and resolution times for processes where the cost of downtime justifies it.

How do you find out about an issue before we report it?

Continuous monitoring of the platform and, where relevant, the server environment behind it: queue backlogs, failed connector runs and licence thresholds are the kind of signal that gets acted on before a user notices.

Can support tickets be raised outside office hours?

Standard response happens during business days and hours. Where a process needs coverage outside that window, that is built into the SLA rather than assumed as part of the standard tier.

Discover Canon Information Management Solutions

  • Our expertise

    Discover how we blend information management expertise and market-leading technologies to help you overcome your business challenges.

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  • Our solutions

    Learn about the solutions we offer to automate your business, whether that’s processing invoices, streamlining contract management or engaging with your customers.

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  • Our approach

    Find out more about Canon Information Management Solutions, our consultative approach and our value-added services.

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Talk to us about support and maintenance

Tell us which platform is keeping you up at night. We will tell you honestly what tier of support it actually needs.

Acxess
Amsterdam, Netherlands
+31 20 000 0000
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