Canon
imageRUNNER ADVANCE DX 717 Series Service Guide
imageRUNNER ADVANCE DX 717 Series Service Guide
March 2023
Revision 8
Page 79
B. Technical Support Escalation
The TSC, at its discretion, escalates a case to the Regional Field Support staff
or Engineering group after all reasonable troubleshooting options have been
exhausted. For hardware-related issues a DES (Designated Escalation
Specialist) for the imageRUNNER ADVANCE DX Series is required to escalate
issues to Field Support Staff. The DES must have worked on the problem
directly before the TSC can escalate the issue to Field Support staff. See the
Canon USA Support Escalation Flow Chart in
Note
: For support escalation to the Field Support staff, a DES
must contact
the TSC and visit the site at least once.
Figure 8 – Canon USA Support Escalation Flow Chart
32 The Designated Escalation Specialist is a service technician who is assigned by the dealership in the model
category of the imageRUNNER ADVANCE DX via the Management Center of the e-Support Website. The DES
must complete the training program and pass the final assessment exam for the imageRUNNER ADVANCE DX
Series. See the Technical Support Center on the e-Support Center Website for more details.
imageRUNNER ADVANCE DX 717 Series
End-User
End-User Contacts Servicing Dealer
(Service technician is dispatched to site)
Assistance Required
Canon USA
Technical Support Center
1-800-528-2830
Field Support
Staff
Engineering
Canon Inc.
Servicing Technician Contacts
Canon USA’s TSC
Close Case
Update Case
Summary of Contents for imageRUNNER ADVANCE DX 717 Series
Page 1: ...Canon Service Guide...
