Viii. Product Technical Support Offerings; Technical Support / Escalation; Canon Technical Support Center - Canon imageFORMULA DR-M160II Service Manual

VIII. Product Technical Support Offerings

A.

Technical Support / Escalation

1.

Canon Technical Support Center

In the event assistance is required by the Authorized Servicer for the
support of the imageFORMULA DR-M160II, Canon USA's Technical
Support Center will provide support and problem escalation for the
Authorized Servicer. The Technical Support Center (1-800-528-2830) will
provide second level support imageFORMULA DR-M160II Authorized
Servicers only. Hours of Operation for live nationwide toll free support are
Monday – Friday 9:00am to 8:00pm Eastern Time (9:00am to 6:00pm
Eastern Time for connectivity support). A valid Support ID and
imageFORMULA DR-M160II serial number is required to access the
Technical Support Center.
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/escalation for the
reporting of all known outstanding hardware and software issues to
Canon USA's engineering and development groups.
 The Canon USA TSC will be available to all Authorized Dealers,
Systems Engineers, and technicians who have successfully completed
the Training Program.
 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.
imageFORMULA DR-M160II Service Guide
imageFORMULA DR-M160II Service Guide
June 2014
Page 23