Canon Usa Support Offerings; Canon Usa Technical Support Center - Canon imagePRESS C800 Service Manual

Canon
B.

Canon USA Support Offerings

The following support offerings were established to deliver high-quality, timely
technical support services, and product information to Canon 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 imagePRESS C800/C700 Series dealers. The TSC is the
single point of entry for this process. Hours of Operation for live
nationwide toll free support are Monday – Friday 9:00am to 8:00pm
Eastern Time (9:00am to 6:00pm Eastern Time for connectivity support).
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 in
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.
Canon imagePRESS C800/C700 Service Guide
Revision 2
Figure 15 below. The status of all escalated cases can be
Canon imagePRESS C800/C700 Service Guide
October 2014
Page 91