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Canon Usa Support Offerings; Canon Usa Technical Support Center - Canon Smart Dedicated Design BLM300C Service Support Manual

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B. Canon USA Support Offerings
The following support mechanisms were established to deliver high quality,
timely technical support services, and product information to the BLM300C
Professional Booklet Maker 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 BLM300C Professional Booklet Maker 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 6:00pm Eastern Time.
Once a call is placed to the TSC and information is logged into the call
management system, a case number will be 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 need to follow the
process in
via the
e-Support Center Web Site
Canon USA's TSC support responsibilities are as follows:
 All technical support for the end-user is provided solely by the contracted
servicing Dealer.
 The Canon USA TSC will be the central contact/escalation for the
reporting of all known outstanding hardware and software issues to
Canon USA's engineering and development groups.
 The Canon USA TSC will be available to all authorized dealers, and
technicians who have successfully completed the Training Program.
 The TSC will provide technical information regarding all Canon
associated hardware and software products.
 The TSC will deploy, as required through proper escalation procedures,
all on-site Canon USA Digital Solutions Specialist and Systems
BLM300C Professional Booklet Maker Service Support Guide
Revision 2
BLM300C Professional Booklet Maker Service Support Guide
Table 21
below. The status of all escalated cases can be viewed
or by calling the TSC.
July 2014
Page 22


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