Canon
Booklet Maker Service Support Guide
B. Canon USA Support Offerings
The following support mechanisms were established to deliver high quality,
timely technical support services, and product information to the
Booklet Maker 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 Booklet Maker 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 6:00pm Eastern Time. 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 to the TSC that cannot be
resolved during the initial call and require escalation will follow the process
in
. The status of all escalated cases can be viewed via the
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, 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.
Booklet Maker Service Support Guide
March 2015
Revision 1
Page 19
