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Canon
IX. Product Technical Support Offerings
Note: Please refer to the Technical Support Center on the
the most current policies and procedures.
A.
Canon USA Technical Support Center
The Technical Support Center (TSC) is the single point of entry for all technical
support issues on BICG products. To ensure that every dealer receives the
highest level of support and help to resolve the end user's problems quickly
and accurately, we recommend each service technician become familiar with
the Dealer Support requirements and Canon USA support offerings.
Refer to the Tech Support tab of the
Technical Support Center Policies and Procedures as well as Contacts &
Tickets
.
B.
Technical Support Escalation
The TSC may, at its discretion, escalate a case to the Regional Field Support
Staff or Engineering group after all reasonable troubleshooting options have
been exhausted. For hardware-related issues a Designated Escalation
Specialist for the varioPRINT 6000 TITAN Series is required for an escalation
to Field Support Staff. The DES must have worked on the problem directly
before a TSC can escalate to Field Support Staff. See the Canon USA Support
Escalation Flow Chart in
Note: For support escalation to the Field Support Staff, a Designated
Escalation Specialist
71
The Designated Escalation Specialist is a service technician assigned by the dealership in the model category of the varioPRINT
6000 TITAN Series via the Management Center of the
complete the training program and pass the final assessment exam for the varioPRINT 6000 TITAN Series. See the Technical
Support Center on the
e-Support Center Website
varioPRINT 6000 TITAN Series Service Guide
Revision 1
varioPRINT 6000 TITAN Series Service Guide
e-Support Center Website
Figure 1 – Canon USA Support Escalation Flow
71
must contact the TSC and visit the site at least once.
e-Support Center
for more details.
e-Support Center Website
Website. The Designated Escalation Specialist must
for
and review the
Chart.
April 2021
Page 58
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