Canon Usa Support Offerings; Canon Usa Technical Support Center - Canon imagepress C7000VPE Service Manual

B.

Canon USA Support Offerings

The following support offerings were established to deliver high-quality, timely
technical support services, and product information to Canon dealerships.
These support services cover areas, such as system and user software,
networking and connectivity issues, electro-mechanical operations, and other
hardware servicing.
1.

Canon USA Technical Support Center

Canon USA provides a time-sensitive call escalation process for all
authorized imagePRESS C7000VPe dealers. The TSC is the single-
point of entry for this process. Once a call is placed to the TSC 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. Calls that cannot be resolved during the initial call and require
escalation, must follow the process below. The status of all escalated
cases can be viewed via e-Support or by calling the TSC.
Canon USA's TSC support responsibilities are as follows:
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imagePRESS C7000VPe Service Guide
The contracted servicing dealer solely provides all technical support
for the end-user.
The Canon USA TSC is the central contact/escalation for the
reporting of all known outstanding hardware and software issues to
Canon USA's engineering and software development groups.
The Canon USA TSC is available to all Authorized Dealers,
Systems Engineers, and Technicians who have successfully
completed the training program.
The TSC provides technical information regarding all Canon
associated hardware and software products.
The TSC deploys, as required through proper escalation
procedures, all on-site Canon USA Digital Solutions Specialists and
Systems Engineers.
imagePRESS C7000VPe Service Guide
April 2013
Page 64