Emea Service & Support Information; Escalation Management & Flow - Epson WorkForce Pro WF-M20590 Service Plan

ETS AP Support Business
Wi-Fi Board
USB-Host Board
High Voltage Board
FAX Board Assy
Head Drive Board
Main Board
Maintenance unit
Belt Drawer Unit
PG Motor
7. EMEA Service & Support information
7.1 Escalation management & flow:
st
1 Level
2 nd Level
rd
3 Level
4 th Level
EPSON
2min15
4min5
7min10
7min55
8min45
23min45
12min
3min30
6min20
CIC hotline agents and B2B hotline agents
Main countries: ESC product & support specialist
International Countries: CIC Level 2 agent or specialist
(CIC_leveltwo@epson-europe.com)
ETS product & support specialist
SEC product & support specialist
-
-
-
-
-
-
6min
6min
40sec
27
2min15
4min5
7min10
7min55
8min45
23min45
18min
9min30
7min
SPETS19-BIJ-01L Rev.C