Product Technical Support Offerings; Canon Usa Technical Support Center; Technical Support Escalation - Canon imageRUNNER ADVANCE DX C5700 Series : imageRUNNER ADVANCE DX C5760i Service Manual

Canon
X.

Product Technical Support Offerings

Note: Please refer to the Technical Support Center on the
Website for the most current policies and procedures.
A.

Canon USA Technical Support Center

The Technical Support Center (TSC) is the single point of entry for all technical
support issues on BICG products. To ensure that every dealer receives the
highest level of support and help to resolve the end user's problems quickly
and accurately, we recommend each service technician become familiar with
the Dealer Support requirements and Canon USA support offerings.
Refer to the Tech Support tab of the
Technical Support Center Policies and Procedures as well as Contacts &
Tickets.
B.

Technical Support Escalation

The TSC may, at its discretion, escalate a case to the Regional Field Support
Staff or Engineering group after all reasonable troubleshooting options have
been exhausted. For hardware-related issues a Designated Escalation
Specialist for the imageRUNNER ADVANCE DX Series is required for an
escalation to Field Support Staff. The DES must have worked on the problem
directly before a TSC can escalate to Field Support Staff. See the Canon USA
Support Escalation Flow Chart in
Flow Chart.
Note: For support escalation to the Field Support Staff, a Designated
Escalation Specialist
55 The Designated Escalation Specialist is a service technician assigned by the dealership in the model category of the
imageRUNNER ADVANCE DX via the Management Center of the
Specialist must complete the training program and pass the final assessment exam for the imageRUNNER ADVANCE DX Series.
See the Technical Support Center on the
imageRUNNER ADVANCE DX C5700 Series Service Guide
Revision 5
imageRUNNER ADVANCE DX C5700 Series Service Guide
e-Support Center Website
Figure 4 – Canon USA Support Escalation
55
must contact the TSC and visit the site at least once.
e-Support Center
e-Support Center Website for more details.
e-Support Center
and review the
Website. The Designated Escalation
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