Canon imageFORMULA DR-G1100 Series Service Manual page 19

a) Dispatch by CITS
This is available to ASCR registered Customers where the Warranty
Marketing Program option has not been selected.
Help desk support will be managed by CITS with dispatch to the
Service Provider of record.
To obtain reimbursement for service delivered during the end-user
warranty, you must be dispatched by CITS. For this to occur, the end-
user must contact CITS first to attempt all user-performed service
remedies. Should these not resolve the problem; the Service Provider
of record will be dispatched (See ASCR process for instructions on how
to register your company as the Service Provider of record).
Labor compensation of $115.00 per incident will be issued to the
dispatched service provider (your company) once the service call has
been closed with CITS. Defective parts reimbursement will be issued
upon receipt of an e-Tag claim with the defective part.
b) Warranty Marketing Program
This is available to ASCR Registered Customers where the Warranty
Marketing Program option has been selected. The Service Provider of
record will handle 100% of all Customer Support. Should the customer
contact CITS, CITS will redirect the call to the Service Provider of
record.
Some Service Providers may choose to have their own help desk serve
as the "first point of contact" rather than CITS. This places the burden of
having an effective in-warranty call avoidance process upon the service
provider. Service calls performed under this arrangement are not
eligible for labor reimbursement under the process described in
Dispatch by
service provider for each product (serial number) they choose to
support in this manner. The ASCR process allows the service provider
to select this option and it is incumbent on the service provider to
provide service support that is consistent with commercially acceptable
standards. In cases where the service provider has accepted the flat-
rate payment but has not provided service support to the end-user, the
service provider could lose authorization to service the product.
c) Unregistered Serial Numbers
Help desk support will be managed by CITS with dispatch supported by
a third party service company.
imageFORMULA DR-G1130/DR-G1100 Series Service Guide
Rev. 1
imageFORMULA DR-G1130/DR-G1100 Series Service Guide
CITS. Instead, a flat rate of $25.00 will be issued to the
April 2013
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