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imageRUNNER 3245/3235 Series / imageRUNNER 3230/3225 Service Guide
imageRUNNER 3245/3235 Series / imageRUNNER 3230/3225 Service Guide
March 2010
Rev. 1
Page 44
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.
2. Internet Support
a) Canon USA’s e-Support Center Website
Canon USA’s Systems and Technical Support Division provides high
quality e-Support via the Internet and is only available for Canon USA
Authorized Servicing Dealers.
Canon USA’s e-Support is designed to provide dealer Systems
Engineers and Technicians access to technical support information via
the Worldwide Web.
The following functions and information can be accessed:
•
Proactive notification of new releases, patches, Technical
Publications, and other information via e-mail
•
Search for Technical Solutions with the Integrated Knowledge
Management System through natural language query
•
Read or download on-line documentation
•
Download patches and their Readme files
•
Download Firmware and Software Drivers
•
Track and Modify logged Cases
•
Review all open Cases