Canon Usa Support Offerings; Canon Usa Technical Support Center - Canon imagerunner advance C9065S PRO Service Manual

Canon
B. Canon USA Support Offerings
The following support mechanisms were established to deliver high quality,
timely technical support services, and product information to imageRUNNER
ADVANCE dealerships. These support services cover areas such as system
and user software, networking and connectivity issues, electro-mechanical
operations, and other hardware servicing.

1. Canon USA Technical Support Center

Canon USA provides a time sensitive call escalation process for all
authorized imageRUNNER ADVANCE C9000S PRO Series dealers. The
TSC is the single point of entry for this process. Once a call is placed to
the TSC and information is logged into the call management system, a
case number will be assigned to the call. Every effort is made to resolve
the problem during the call. Calls that cannot be resolved during the
initial call and require escalation need to follow the process below. The
status of all escalated cases can be viewed via e-Support or by calling
the TSC.
Canon USA's TSC support responsibilities are as follows:
•
All technical support for the end-user is provided solely by the
contracted servicing Dealer.
•
The Canon USA TSC will be the central contact/escalation for the
reporting of all known outstanding hardware and software issues to
Canon USA's engineering and development groups.
•
The Canon USA TSC will be available to all Authorized Dealers,
Systems Engineers, and technicians who have successfully
completed the Training Program.
•
The TSC will provide technical information regarding all Canon
associated hardware and software products.
•
The TSC will deploy, as required through proper escalation
procedures, all on-site Canon USA digital solutions specialist and
systems engineers.
imageRUNNER ADVANCE C9000S PRO Series Service Guide
Revision 2
imageRUNNER ADVANCE C9000S PRO Series Service Guide
March 2015
Page 60