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Canon CLC 5100 Service Manual page 22

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• A return call from a Dealer Technician/Systems Engineer with a
resolution is extremely helpful. The information Canon USA receives
from you on what actually resolved the problem is sent to the Support
Specialist and enables them to better assist other callers who might
have the same problem you just fixed.
• Following these basic guidelines, and working as a team, helps
everyone achieve their support goals.
2. Canon Technical Support Center
In the event assistance is required for support of the CLC 5100/4000,
Canon USA's Technical Support Center (1-800-528-2830) will provide
second level technical support and problem escalation for the authorized
service dealer. A valid Support ID and CLC 5100/4000 serial number is
required to access the Technical Support Center. Hardware support is
available Monday through Friday, 9:00am-8:00pm Eastern Time.
Software and connectivity support is available Monday through Friday,
9:00am-6:00pm Eastern Time.
Canon USA's Technical Support Center support responsibilities are as
follows:
• All technical support for the customer is provided solely by the
contracted servicing Dealer.
• The Canon USA Technical Support Center is the central contact for the
reporting of all known outstanding hardware and software issues to
Canon USA's development groups.
• The Canon USA Technical Support Center is available to all
Authorized Dealers, Systems Engineers and Technicians.
• The Technical Support Center will provide technical information
regarding all Canon associated hardware and software products.
• The Technical Support Center will deploy, as required through proper
escalation procedures, all on-site Canon USA Digital Solutions
Specialist and Systems Engineers.
• The Technical Support Center will provide a single place for problem
escalation for engineering and development teams.
• The Technical Support Center will provide the highest level of
Professionalism and Customer Satisfaction.
CLC 5100/4000 Service Guide
CLC 5100/4000 Service Guide
Rev. 0
October 2003 Page 18

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Clc 4000