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On-Site Support; Internet Support - Canon Smart Dedicated Design BLM300C Service Support Manual

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2. On-site Support

Each Canon USA regional office is staffed by trained Digital Solution
Specialists (DSSs) trained on the SDD Square Fold Booklet-Maker and
Square Fold Booklet-Maker with Two-Knife Trimmer.
In cases where support via the TSC does not resolve the problem a Canon
USA DSS will be available to provide On Site Support to the servicing
dealer for the SDD Square Fold Booklet-Maker and Square Fold Booklet-
Maker with Two-Knife Trimmer.
If in addition to the Canon USA DSS, engineering support from SDD is
required on-site to resolve the problem Canon USA will charge the dealer
per diem charges to include, but not be limited to, the following: travel
expenses (all actual and reasonable travel, including meals and lodging),
labor hours, parts, materials and supplies used.

3. Internet Support

a. Canon USA's e-Support Center Web Site
Canon USA's Engineering Services and Solutions Division provides high
quality e-Support via the Internet and is only available for Canon USA
authorized servicing dealers.
Canon USA's
Systems Engineers and Technicians access to technical support
information via the Worldwide Web.
The following functions and information can be accessed:
 Proactive
Publications, and other information via e-mail
 Search for Technical Solutions with the Integrated Knowledge
Management System through natural language query
 Read or download on-line documentation
 Download patches and their Readme files
 Download Firmware and Software Drivers
 Track and Modify logged Cases
 Review all open Cases
In order to access the
for a Support ID. To register for a Support ID, go on-line to the Canon
USA Engineering Services and Solutions Division's
registration. This service is available at no additional charge to all
authorized dealers.
BLM300C Professional Booklet Maker Service Support Guide
Revision 2
BLM300C Professional Booklet Maker Service Support Guide
e-Support Center Web Site
e-Support Center Web
Site. Click on the "Register" button and follow the instructions for
is designed to provide dealer
Site, you must first register
e-Support Center
July 2014
Page 24


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