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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
The TSC is the only way to resolve technical support issues on BISG
(Business Imaging Solutions Group) products. Hours of Operation for live,
nationwide, toll-free support are Monday to Friday, 9 AM to 8 PM EST
(Eastern Standard Time) (hardware) and Monday to Friday, 9 AM to 6 PM
EST (software and connectivity).
To facilitate support, the TSC strives to meet these expectations:
• Deliver quality support to authorized dealerships by providing
assistance to trained Systems Engineers and Technicians. Then, it is
the responsibility of the authorized dealer to provide all technical
support for the end-user. The TSC does not engage the end-user
directly.
• Collaborate with the caller to gather all the details that pertain to the
issue, provide technical information, guidance, and troubleshooting
information. The TSC documents every interaction in the Customer
Relationship Management System.
• Make every effort, and use all available resources, to resolve the issue
in the most efficient and timely manner.
• 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 used. For hardware-related issues, a DES for the
imageRUNNER 1400 Series is required to escalate issues to Field
Support Staff. The DES must have worked on the problem directly
before the TSC can escalate the issue to Field Support Staff. See
Table 18 — Canon USA Support Escalation Flow
Note:
To escalate issues to the Field Support Staff, a DES must contact the
TSC and visit the site at least once.
imageRUNNER 1400 Series Service Guide
Revision 3
imageRUNNER 1400 Series Service Guide
Chart,
on page 44.
July 2015
Page 43
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