Managing modern IT environments is becoming increasingly complex. Organizations often rely on multiple vendors, technologies, and platforms while facing growing demands for availability, security, and operational efficiency.
The CANCOM Premium Support Center provides a centralized, expert-driven support service that simplifies IT operations through a single point of contact for multi-vendor environments. Combining reactive incident support, proactive operational assistance, lifecycle services, and vendor coordination, we help organizations resolve issues faster, reduce complexity, and maintain business continuity.
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With support for 300+ products, CANCOM delivers one of the broadest support portfolios on the market. Flexible service modules, clearly defined SLAs, and multilingual experts ensure that customers receive the right level of support whenever it is needed.
Whether you need rapid incident resolution, change and update management, on-site support, monitoring, service management, or vendor coordination, the Premium Support Center acts as an extension of your IT team—helping you optimize operations, reduce downtime, and focus on your strategic business goals.
Premium Support Center Portfolio
Case Handling
Efficient ticket qualification, prioritization, and coordination to ensure fast and transparent issue resolution.
RMA Service
Streamlined RMA handling and replacement logistics coordinated directly with the manufacturer.
Software Deployment
Access to recommended software updates and drivers to maintain security, performance, and reliability.
Software Support
Expert support for software-related issues, licensing validation, and migration scenarios.
Vendor Service
Single point of contact for manufacturer interactions, contract inquiries, and lifecycle guidance.
Scenario: Incident in a Multi-Vendor Environment
A Cisco switch reports an error, a Palo Alto firewall blocks network traffic, and the Microsoft stack is unavailable. Three vendors, multiple support contracts and different points of contact make it difficult to coordinate the support case quickly and efficiently.
How CANCOM Basic Support helps:
- The customer uses CANCOM as the central Single Point of Contact for the entire support case.
- CANCOM structures the support case and coordinates the required steps across all involved vendors.
- CANCOM manages communication and escalations with Cisco, Palo Alto Networks and Microsoft.
- The customer benefits from one central point of contact and transparent coordination instead of having to manage multiple vendors and support contracts independently.
Result: Cross-vendor coordination from a single source, reduced coordination effort for internal IT teams, and a centrally managed support process across multiple technologies.
Incident Support
Reactive expert support for fast analysis and coordination of IT incidents to minimize service disruption.
Change Support
Professional support for planning and implementing standard changes, patches, and system updates.
On-site Support
Qualified on-site assistance for hardware replacement, installation, and technical recovery.
Service Request
Flexible access to expert resources for planned IT services, maintenance, consulting, and optimization tasks.
Monitoring
Continuous monitoring of IT systems with automated alerts for early detection of issues and service risks.
Scenario: Central Core Switch Failure
At 10:00 p.m., a central core switch fails, blocking access to business-critical applications.
How Premium Support helps:
- Through the CANCOM Premium Support Center, the customer receives direct access to certified experts.
- An expert takes ownership of the incident within the agreed SLA response time and assists with troubleshooting and resolution.
- Together with the customer’s IT team, the cause is identified and operations are restored.
- CANCOM subsequently assists with planning and implementing the required firmware and software updates as part of a change.
Result: Faster restoration of network operations, minimized downtime, and a central point of contact (Single Point of Contact).
Incident Management
Fast incident resolution to minimize downtime and keep your business running.
Change Management
Controlled implementation of IT changes with reduced risk and maximum transparency.
Patch & Update Management
Regular patching and updates to maintain security, stability, and compliance.
Monitoring
Continuous infrastructure monitoring for early detection and prevention of incidents.
Documentation
Up-to-date IT documentation – from infrastructure to Standard Change – ensuring transparency, consistency, and efficient operations.
Scenario: Supporting an Understaffed IT Team
Several IT employees have left a medium-sized company. As a result, the remaining IT team has limited capacity to manage the daily workload associated with monitoring, incident handling, patch management, documentation, and recurring operational tasks. Operational responsibility should remain with the customer, while a reliable partner is needed to take over defined operational tasks as part of a co-managed service model.
How Managed Essentials helps:
- CANCOM provides the agreed operational services across defined service streams, including monitoring, incident management, change management, patch management, and documentation.
- Recurring operational tasks are handled and performed in a standardized manner by experienced IT experts.
- A dedicated Service Manager coordinates service delivery, manages the collaboration, and provides transparency regarding services, measures, and outstanding items.
- Operational responsibility and full control over the IT environment remain with the customer at all times.
Result: The internal IT team is significantly relieved of operational workload and can focus on strategic and business-oriented tasks. At the same time, defined operational processes, proactive services, and continuous support ensure stable, secure, and transparently managed IT operations.
Crisis Management
Dedicated crisis experts guide your organization through cyber incidents with structured response and clear communication.
Digital Forensics
Rapid forensic investigation identifies attack paths, impacts, and indicators of compromise.
24/7 Response
Report cyberattacks around the clock—because every minute counts.
Crisis Reporting
Gain full transparency through crisis reporting, lessons learned, and actionable recommendations.
Scenario: Immediate Assistance During a Cyberattack
A medium-sized company becomes the victim of a cyberattack. Using the 24/7 Rapid Response Hotline, the company immediately activates CANCOM’s support.
How Rapid Response helps:
- Through the 24/7 Rapid Response Hotline, the customer gains access to experienced crisis management and security experts.
- CANCOM assists with analyzing and containing the attack, as well as assessing its impact on the affected systems.
- The experts coordinate the required measures and provide clear recommendations for the next steps.
- As a BSI-listed APT response service provider, CANCOM supports companies in managing cyber crises using recognized methods and proven processes.