// Support request · report a fault
Something has stopped? Let us know
By phone is fastest — reports are taken around the clock. If it can wait, use the form further down instead.
// Classify it yourself
How urgent is this for you right now?
You know your business better than any priority matrix. These three levels let us file your report correctly straight away.
The business has stopped
Servers, network, telephony or the core application are unreachable for several people. This also covers any suspicion of a security incident.
- Please call rather than write
- Leave affected devices switched on
Individuals are stuck
One workstation, one printer, one account. Annoying and costly, but the rest of the building carries on working.
- Call or use the form
- The exact error message helps
Irritating but not urgent
Something is slow, awkward or keeps coming back. Nothing has stopped, yet it costs time every single day.
- The form is enough
- A screenshot or example is welcome
// Why the first sentences matter
A good report saves the first round of questions
Between "the internet is down" and "since this morning the three computers in the warehouse cannot reach the inventory system, everyone else can" there are roughly two hours of difference at our end. Not because we type faster, but because the second version rules out half the possible causes.
None of that requires you to know anything about networks. It is enough to describe what you can see: who is affected, since when, whether anything was changed beforehand and what exactly appears on the screen.
For clients under a support contract the rest comes from our side. We already know how your environment is put together and do not have to ask which server does what.
// Until we take over
Four things worth doing in the meantime
None of this is repair work. The point is to avoid making the state worse and to preserve the evidence.
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Leave central equipment running
Servers, switches, firewall and storage should stay up. A restart usually erases exactly the clues that lead to the cause.
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Capture the error message
A photo of the screen will do. The precise wording often says more than any description of it.
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Name someone we can reach
Ideally a person sitting in front of the affected device who can answer questions immediately.
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If an attack is suspected: disconnect
Pull the network cable or switch off Wi-Fi, but leave the device powered on. Then call us rather than sending an email.
// Report
Report a fault in writing
For everything that is not on fire right now. The more precise the description, the fewer questions come back.
Has work come to a halt?
If everything has stopped, or you suspect a security incident, please call. A form always waits for someone to read it; a phone does not. Alternatively by email to info@cano-sol.de.
What has happened?
Fields marked * are required.
// Questions about reporting
What is least clear when something breaks
01 Call or write — which is right?
If work has stopped, call. On a call we can ask follow-up questions and start looking in parallel. Anything that can wait until the next working day is often better in writing, because the description and screenshots stay on file.
02 Can we report a fault without a support contract?
Yes. In that case please outline your environment briefly, since we do not know it and have to read our way in. Expect that groundwork to take time that clients under contract do not spend.
03 How quickly will we hear back?
Reports are accepted around the clock. Binding response times are agreed in the support contract, because they depend on what is critical in your business. Without a contract we work by urgency, but without a commitment.
04 We have no idea what is causing it.
You do not need to. Describe what you can see and who is affected — the diagnosis is our job. Hunches are welcome all the same; they often point us at the right place faster.
05 Should we restart the equipment first?
A single workstation, gladly. Servers, switches, firewalls and storage systems please leave alone until we have spoken: a restart can wipe the traces we need to find the cause, and at worst it makes the state worse.
06 What if we suspect a security incident?
Then call rather than write, and leave the affected devices switched on but disconnected from the network. Encrypted files, unexpected sign-in emails or permissions that suddenly vanished all belong in this category.