Call Escalation Procedure - Canon imageCLASS MF269dw Service Manual

C. Call Escalation Procedure
Canon USA provides a time-sensitive call escalation process for all
imageCLASS MF260dw Series ASFs. 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 4 — Call Escalation Procedure Flow Chart
Resolved
Carry-In or
Exchange Service
Requested
imageCLASS MF260dw Series Service Guide for Authorized Service Facilities
imageCLASS MF260dw Series Service Guide for Authorized Service Facilities
Canon
imageCLASS
End-User
Assistance Required
by the End-User
1-800-OK-CANON (652-2666)
CITS Refers the End-User
to the ASF
Canon's
ASF
Assistance Required
by the ASF
CITS
1-866-702-2666
Canon USA
Engineering
CITS
Resolved
September 2018
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