imageRUNNER ADVANCE C2200 Series Service Guide
imageRUNNER ADVANCE C2200 Series
Service Guide
March 2013
Revision 1
Page 76
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 C2200 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.
