Canon Usa Support Offerings; Canon Usa Technical Support Center - Canon imagerunner advance C5255 Service Manual

Canon
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 imageRUNNER ADVANCE C5200 Series dealers. The TSC is
the single-point of entry for this process. 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).
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:
 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.
imageRUNNER ADVANCE C5200 Series Service Guide
Revision 3
imageRUNNER ADVANCE C5200 Series Service Guide
March 2014
Page 87