Canias ERP Support: Who Provides It and What Your Contract Needs

Canias ERP support comes from the vendor's support line and from the partner who set up your system. Which channel fits which problem, how to write a good ticket and what a support contract must say.

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Support for Canias ERP comes through two channels: the support channels of IAS, the company that makes the software, and the partner that implemented or manages your system. IAS takes requests through a live support line during business hours (weekdays 09:00 to 18:00) and a support request form on its website. When the issue involves settings, reports or developments specific to your company, though, the first point of contact is usually the partner that configured the system for you, because they know that setup best.

Which channel you go to depends on where the problem lies. Below you will find how to make that distinction, how to write a good support request and the clauses a support contract should spell out.

The Canias support line and request form: when do you go to the vendor?

IAS's Turkish website lists two support routes. According to its live support page, the team answers questions and support requests by phone during business hours, given as Monday to Friday, 09:00 to 18:00. For non-urgent requests there is a support request form; IAS gets back to you after you submit it. For the current phone number and contact details, it is best to check IAS's live support page directly.

Going to the vendor makes sense mainly when the issue concerns the product itself: a standard function behaving differently than expected, licensing or access matters, or general questions about using the product. If the source of the problem is a screen, report or integration built specifically for your company, the vendor cannot be expected to know that custom setup.

Why is support from a partner different?

On its partners page, IAS states that solutions and services suited to customers' needs are delivered through business partners. This is where Canias's flexibility matters: the system can be tailored to your company with the TROIA development platform, so screens, reports and workflows become specific to you. The team that made those customizations also knows, during support, which change will affect what.

There are concrete signs you can look at to judge a partner's Canias capability. According to IAS, after IBA training, partners gain competence in eight main areas under the Canias Consulting Certificate System. Partners also follow software updates through the myCanias Partner Portal and have access to current documentation and training videos. Asking the team you are talking to which areas their certified consultants cover and how they track version updates tells you more than general promises.

How do you write a good support request?

The thing that slows support down most is missing information. If questions like "which screen, which user, when?" start after the request arrives, a day is easily lost. Include the following in your request:

  • The module, screen or transaction where the problem occurs
  • The steps followed to reproduce the problem
  • The expected result and the actual result
  • The full text of the error message and a screenshot
  • How many users and which process the problem affects (for example, has shipping stopped, or is only one report wrong?)
  • When the problem was first seen, and whether any change, update or new development was made to the system before that

The last point is especially important. If the problem started right after a version update, a new report or a change to an integration, saying so at the start points the investigation straight at that change and shortens diagnosis. Having one key user in the company collect requests and open them with this information also prevents the same issue arriving from different people with different gaps.

Which clauses should a support contract spell out?

Most disagreements in a support relationship come from expectations that were never written into the contract. When you request a quote, ask for these headings to be stated clearly:

  • Scope: Which of user support, maintenance, version upgrades, new development and reporting requests are included, and which are priced separately?
  • Priority levels: What counts as "critical"? A problem that stops production or shipping should not wait in the same queue as an error in a single report.
  • Response time: The first response time for each priority level should be written as a number. "As soon as possible" is not a commitment.
  • Request channel: Through which channel are requests opened, how are they tracked, and who approves them?
  • Version upgrades: Who tests whether your custom developments still work after a Canias version update, and in which environment.
  • Documentation and handover: Who holds the documentation for developments made for you, and how is that knowledge handed over if the partner changes?

Can you get support for a system another partner implemented?

Yes, but in the right order. The new team should first review the existing installation, the customizations made and the custom developments, and produce an assessment of the current state. Support given without that assessment means intervening without knowing how the system was built, and it can create new problems. At the end of the assessment it becomes clear which developments are documented and which need to be understood again.

To make the handover easier, gather your project documents, the list of custom developments, which systems your integrations work with and the known open issues.

How does Canias support work at Piküp?

Piküp Medya is a Canias ERP Gold Partner and runs its Canias work with the team at its İzmir office. Because the team that does the implementation knows the system, post go-live support comes from the same team: user support, maintenance and planned version upgrades, new module and development requests, and process improvement. Requests come in through a defined channel and are prioritized; scope, response time and communication channel are written into the contract. For Canias systems implemented by another partner, the existing installation is reviewed first and support is planned on top of that assessment. You can see the full service on our Canias ERP ongoing support page.

If you want to compare Canias with other ERP systems developed in Turkey, see our Turkish ERP and CRM software comparison.

In short

  • For questions about the product's standard behavior, IAS has a live support line (weekdays 09:00 to 18:00) and a support request form.
  • For settings, reports and developments specific to you, the first point of contact is the partner that configured the system.
  • In a support request, write the steps, the expected and actual result, the impact and any recent changes.
  • The contract should include scope, priority levels, response times as numbers, version upgrades and handover clauses.
  • When changing partners, ask for a current-state assessment first.

If you would like to discuss the support scope for your Canias system, get in touch.

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Frequently asked questions

What hours is the Canias support line open?

IAS's live support page states that phone support is available during business hours, Monday to Friday, 09:00 to 18:00. For requests outside those hours or that are not urgent, you can use the support request form on the website. Numbers and hours may change, so check the page for current information.

Will custom developments break after a version update?

Not necessarily, but there is a risk; custom screens, reports and integrations should be tested with the new version. Trying the update first in a test environment rather than on the live system, and moving it to production only after acceptance, is the way to manage that risk. Who is responsible for this testing should be written into the support contract.

Should someone on our own team know Canias?

It is a big advantage. An in-house key user who knows the system solves simple questions alone, opens requests to the partner with the right information and tracks changes inside the company. IAS states on its FAQ page that it offers training programs through IAS Business Academy; these programs and the training your partner provides can be used to develop this person.

Is a fixed support fee or pay-as-you-go better?

For businesses with a steady volume of requests and a continuous need for small developments, a periodic contract with a defined scope makes the budget predictable. For systems with infrequent requests, per-job pricing may make more sense. Whichever you choose, how out-of-scope work will be priced should be written down in advance.

Sources

  1. Canlı Destek - Canias — IAS (Canias)
  2. Destek Talebi - Canias — IAS (Canias)
  3. İş Ortakları - Canias — IAS (Canias)
  4. Sıkça Sorulan Sorular - SSS - Canias — IAS (Canias)

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