Call Escalation Procedure - Canon imageCLASS MF4800 Series Service Manual

C. Call Escalation Procedure
Canon USA provides a time-sensitive call escalation process for all
imageCLASS MF4890dw/MF4880dw/MF4770n 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
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imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers
imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers
MF4890dw/MF4880dw/MF4770n
Assistance Required
1-800-OK-CANON (652-2666)
CITS Refers the End-User
to the Authorized Servicer
Authorized Servicer
Assistance Required
by the Authorized Servicer
Canon
imageCLASS
by the End-User
CITS
Canon's
CITS
1-877-277-7043
Canon USA
Engineering
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June 2013
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