Canon
imageRUNNER ADVANCE DX C7700 Series Service Guide
imageRUNNER ADVANCE DX C7700 Series Service Guide
April 2022
Revision 4
Page 87
X. Product Technical Support Offerings
Note:
Please refer to the Technical Support Center on the
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
review 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 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
Figure 5 – Canon USA Support Escalation
Note:
For support escalation to the Field Support Staff, a Designated
Escalation Specialist
must contact the TSC and visit the site at least once.
68 The Designated Escalation Specialist is a service technician assigned by the dealership in the model category of the
imageRUNNER ADVANCE via the Management Center of the e-Support Website. The Designated Escalation Specialist must
complete the training program and pass the final assessment exam for the imageRUNNER ADVANCE Series. See the Technical
Support Center on the e-Support Center Website for more details.
Summary of Contents for imageRUNNER ADVANCE DX C7700 Series
Page 1: ...Canon Service Guide...
