imageRUNNER ADVANCE 6200 Series Service Guide
imageRUNNER ADVANCE 6200 Series Service Guide
December 2013
Revision 1
Page 79
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 imageRUNNER ADVANCE 6200 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 is
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 must 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:
The contracted servicing dealer solely provides all technical support for
the end-user.
The Canon USA TSC is the central contact/escalation for the reporting of
all known outstanding hardware and software issues to Canon USA’s
engineering and software development groups.
The Canon USA TSC is available to all Authorized Dealers, Systems
Engineers, and Technicians who have successfully completed the
training program.
The TSC provides technical information regarding all Canon associated
hardware and software products.
The TSC deploys, as required through proper escalation procedures, all
on-site Canon USA Digital Solutions Specialists and Systems Engineers.
