imageRUNNER C3170 Series Service Guide
•
Making certain that all of our support partners get the highest quality
technical support as fast as possible makes everyone more productive
and ultimately delivers better results and customer satisfaction.
•
Following some of these basic guidelines, and working as a team,
helps everyone achieve their support goals.
2. Canon USA Technical Support Center
Effective July 1, 2005
Live phone based technical support from the Canon USA TSC is limited to
those technicians who are certified to service the imageRUNNER 3170
Series or are enrolled for technical training.
Self-Service Support (software downloads, knowledgebase, support
forums, technical publications) will continue to be available through the e-
Support Center website at
http://www.support.cusa.canon.com
for all
Technicians and Systems Engineers. Refer to Technical Training on
In the event assistance is required by the Dealer, the TSC
(1-800-528-2830) will provide second level support for Authorized
imageRUNNER Dealers only. A valid Support ID and imageRUNNER
serial number is required to access the TSC. Hardware support is
available Monday through Friday, 9:00am-8:00pm Eastern Time and
software and connectivity support is available Monday through Friday,
9:00am-6:00pm Eastern Time. If needed, on-site customer support will be
available through proper escalation procedures.
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 for the reporting of all
known outstanding hardware and software issues to Canon USA’s
development groups.
•
The Canon USA TSC will be available to all Authorized Dealers,
Systems Engineers and Technicians.
•
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.
•
The TSC will provide a single place for problem escalation for
engineering and development teams.
•
The TSC will provide the highest level of Professionalism and
Customer Satisfaction.
imageRUNNER C3170 Series Service Guide
Rev. 0
July 2005 Page 22
