Call Escalation Procedure - Canon imageCLASS MF200 Series Service Manual

C. Call Escalation Procedure
Canon USA provides a time-sensitive call escalation process for all
imageCLASS MF200 Series Authorized Servicers. The CITS help desk is the
single point of entry for this process. Once a call is placed to the CITS help
desk 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. For problems that cannot be resolved during the initial call and
require escalation, follow the process below.
Figure 6 — Call Escalation Procedure Flow Chart
Resolved
Exchange Service
Requested
imageCLASS MF200 Series Service Guide for Authorized Servicers
imageCLASS MF200 Series Service Guide for Authorized Servicers
Canon
imageCLASS MF200 Series
End-User
Assistance Required
by the End-User
CITS
1-800-OK-CANON (652-2666)
CITS Refers the End-User
to the Authorized Servicer
Canon's
Authorized Servicer
Assistance Required
by the Authorized Servicer
CITS
1-877-277-7043
Canon USA
Engineering
Resolved
August 2014
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