Canon
imageRUNNER ADVANCE C9000 PRO / C7000 Series Service Guide
B.
Canon USA Support Offerings
The following support mechanisms were established to deliver high quality,
timely technical support services, and product information to imageRUNNER
ADVANCE 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 C9000 PRO/C7000 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 will be 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 need to 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:
•
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.
imageRUNNER ADVANCE C9000 PRO / C7000 Series Service Guide
March 2015
Rev. 2
Page 73
Summary of Contents for imageRUNNER ADVANCE C7055
Page 1: ...Canon Service Guide ...
