Product Technical Support Offerings; Canon Usa Technical Support Center; Technical Support Escalation - Canon imageRUNNER ADVANCE 6575i Service Manual

Canon
XII. Product Technical Support Offerings
Note: Please refer to the Technical Support Center on the
site for the most current policies and procedures.
A.

Canon USA Technical Support Center

The Technical Support Center (TSC) is the single point of entry for all
technical support issues on BISG products. To ensure that every dealer
receives the highest level of support and help to resolve the end user's
problems quickly and accurately, we recommend each service technician
become familiar with the Dealer Support requirements and Canon USA
support offerings.
Refer to the Tech Support tab of the
the Technical Support Center Policies and Procedures as well as Contacts &
Tickets.
B.

Technical Support Escalation

The TSC may, at its discretion, escalate a case to the Regional Field Support
Staff or Engineering group after all reasonable troubleshooting options have
been exhausted. For hardware-related issues a Designated Escalation
Specialist for the imageRUNNER ADVANCE Series is required for an
escalation to Field Support Staff. The DES must have worked on the problem
directly before a TSC can escalate to Field Support Staff. See the Canon
USA Support Escalation Flow Chart in Figure 8 – Canon USA Support
Escalation Flow Chart.
Note: For support escalation to the Field Support Staff, a Designated
Escalation Specialist
58 The Designated Escalation Specialist is a service technician assigned by the dealership in the model category of the
imageRUNNER ADVANCE via the Management Center of the e-Support Web site. The Designated Escalation Specialist must
complete the training program and pass the final assessment exam for the imageRUNNER ADVANCE Series. See the
Technical Support Center on the e-Support Center Web site for more details.
Canon imageRUNNER ADVANCE 6575i/6565i/6555i Service Guide
Revision1
Canon imageRUNNER ADVANCE 6575i/6565i/6555i Service Guide
e-Support Center Web site
58
must contact the TSC and visit the site at least once.
e-Support Center Web
and review
February 2016
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