Canon imagePROGRAF iPF6300 Service Manual page 32

E. Canon USA Technical Support Center Call Escalation
Canon USA provides a time sensitive call escalation process for all
imagePROGRAF iPF6350/6300 printers Authorized Servicers. CITS is the
single point of entry for this process. Once a call is placed, the details are
logged in the call management system and a case number is assigned to the
call. Every effort is made to resolve the problem during the call. Calls that
cannot be resolved during the initial call and require escalation, will follow the
process below.
Figure 9 - Call Escalation Procedure
Canon imagePROGRAF iPF6350/6300
imagePROGRAF iPF6350/6300 Service Guide
Rev. 0
End-User Contacts CITS
CITS Dispatches Service Request to
Canon Authorized Service Provider,
or Third Party Service Company
Authorized Service Provider or
Third Party Service Company
Contacts Canon USA TSC
Assistance Required
Canon USA
Technical Support Center
1-800-528-2830
Canon USA
Digital Solutions Specialist
Canon USA
Engineering
imagePROGRAF iPF6350/6300 Service Guide
Status
Modify
Update Case
Update Case
Update Case
March 2010
Page 27