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imageFORMULA ScanFront 330 Service Guide
imageFORMULA ScanFront 330 Service Guide
April 2014
Page 23
C. Call Escalation Procedure
Canon USA provides a time-sensitive call escalation process for all
imageFORMULA ScanFront 330 Authorized Servicers. The CITS help desk is
the single point of entry for this process. Once a call is placed to the CITS
help desk 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. For problems that cannot be resolved during the initial call and
require escalation, follow the process below.
Figure 6 — Call Escalation Procedure Flow Chart
Canon
imageFORMULA ScanFront 330
End-User
Canon’s
Authorized Servicer
Assistance Required by the
End-User
CITS refers the End-User to the
Authorized Servicer
Assistance Required by the
Authorized Servicer
Canon USA
Engineering
CITS
1-800-OK-CANON
(652-2666)
CITS
1-877-277-7043
Resolved
Exchange Service
Requested
Resolved
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