Canon Usa Support Offerings; Canon Usa Technical Support Center - Canon imageRUNNER ADVANCE C350iF 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 imageRUNNER ADVANCE C350iF/C250iF/C350P Series
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:
• 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 C350iF/C250iF/C350P Series Service Guide
Revision 2
imageRUNNER ADVANCE C350iF/C250iF/C350P Series Service Guide
July 2015
Page 74