imageRUNNER LBP3580 Service Guide
imageRUNNER LBP3580 Service Guide
January 2013
Page 35
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
LBP3580
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.
The Canon USA 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 the Canon
USA 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.
