LPDJH5811(5
#8832933#
Service Guide
LPDJH5811(5
#8832933#
Service Guide
REV. 1
August 1999 Page 35
A.
Authorization Policy (cont’d)
In addition, computer skills and “working knowledge” in the following areas
may also be helpful:
•
Other computer platforms (mainframe and UNIX
)
•
Networking (Token Ring)
•
Basic electronics
Possible backgrounds, (listed in preferred order), of a successful Canon
dealership SE are:
•
Novell CNA or CNE certification / Microsoft MCSE
•
Canon copier service technician with two years of experience centered
on connectivity products.
A degree in computer science or engineering, or a computer technician
with two years of experience in the above areas.
Dealer customer service will offer each customer who has acquired a
Canon brand product distributed pursuant to this Agreement:
•
Loaner equipment or alternate means to produce copies during
periods of extended downtime at no additional charge;
and
•
Periodic on-site preventive maintenance.
To restore equipment to full and complete operating status as quickly as
possible, Dealer customer service will, unless Dealer and customer agree
otherwise, provide each customer who has acquired a Canon brand
product distributed pursuant to this Agreement:
•
Four (4) business hour guaranteed response time;
•
Availability of spare parts at the customer site on next business day;
and
•
Notification to customer as to when Dealer technician will arrive
at customers’ site or when parts will be delivered.
In accordance with Canon USA’s published escalation procedures for
resolution of service problems, Dealer shall:
•
Contact Canon USA Technical Support Center for assistance
for any recurring problem for which a Dealer has attempted to
repair two (2) times without finding a solution.
•
Pay Canon USA’s published rates and related expenses (e.g.,
parts, labor and travel) in cases where a Canon technical
specialist is dispatched to repair a customer’s machine after the
solution had previously been communicated (i) to Dealer by any
of Canon USA’s Technical Support Center or (ii) to all Dealers
via Canon On-line.
