imageFORMULA DR-G1130/DR-G1100 Series Service Guide
imageFORMULA DR-G1130/DR-G1100 Series Service Guide
April 2013
Rev. 1
Page 17
VII. Product Technical Support Offerings
A. Authorized Service Providers
Service is provided through a Canon authorized service provider or through a third
party service company managed by CITS (Canon Information Technology
Services). Canon authorized service providers are expected to service the
equipment they sell. Since these products are also available through a sales-only
distribution channel, the serial number of the product must be registered to the
service provider of record through the ASCR System (refer to the
ASCR System
on
Page 13
) in order to ensure that service is not provided through a 3
rd
party
service company.
B. Authorization Policy
To become service authorized and maintain authorization to service the
imageFORMULA models, each service provider’s location must have at least one
technician who has successfully completed the imageFORMULA DR-G1130/DR-
G1100 Series eLearning Training Course and received certified status.
C. Technical Support / Escalation
1. Canon Technical Support Center
In the event assistance is required by the Authorized Servicer for the
support of the imageFORMULA DR-G1130/DR-G110 Series, Canon USA’s
Technical Support Center will provide support and problem escalation for
the Authorized Servicer. The Technical Support Center (1-800-528-2830)
will provide second level support imageFORMULA DR-G1130/DR-G1100
Series Authorized Servicers only. A valid Support ID and imageFORMULA
DR-G1130/DR-G1100 Series serial number is required to access the
Technical Support Center. Hardware support is available Monday through
Friday, 9:00am-8:00pm Eastern Time and software and connectivity
support is available Monday through Friday, 9:00am-6:00pm Eastern Time.
Canon’s Technical Support Center support responsibilities are as follows:
•
The Canon USA Technical Support Center will be the central contact for
the reporting of all known outstanding hardware and software issues to
Canon USA’s development groups.
•
The Canon USA Technical Support Center will be available to all
Authorized Servicers, Systems Engineers, and Technicians.
•
The Technical Support Center will provide technical information
regarding all Canon associated hardware and software products.
•
The Technical Support Center will deploy, as required through proper
escalation procedures, on-site Canon USA Systems Engineers.
•
The Technical Support Center will provide a single place for problem
escalation for engineering and development teams.
•
The Technical Support Center will provide the highest level of
Professionalism and Customer Satisfaction.
