Canon
imagePROGRAF iPF850/iPF840/iPF830 Service Guide
imagePROGRAF iPF850/iPF840/iPF830 Service Guide
July 2015
Page 32
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If a ticket is open and a solution has been confirmed, the technician
should close the ticket on e-Support and indicate the resolution details.
This information is helpful and enables a Support Specialist to assist other
callers who may experience the same problem.
B.
Canon USA Support Offerings
The following support offerings have been established to deliver high-quality,
timely technical support services and product information to Canon
dealerships. These support services cover areas, such as system and user
software, networking and connectivity issues, electro-mechanical operations,
and other hardware servicing.
1. Canon USA Technical Support Center
The TSC is the single point of entry for all technical support issues on
BISG products. Hours of Operation for live nationwide toll-free support
are Monday – Friday 9:00am to 8:00pm Eastern Time (9:00am to 6:00pm
Eastern Time for software and connectivity support).
To facilitate support, Canon USA’s TSC strives to meet the following
expectations:
•
Deliver quality support to authorized dealerships by providing
assistance to trained Systems Engineers, and Technicians. It is then
the responsibility of the authorized dealer to solely provide all
technical support for the end-user. The TSC does not engage the
end user directly.
•
Collaborate with the caller to gather all the details pertaining to the
issue, provide technical information, guidance and troubleshooting
while documenting every interaction in the Customer Relationship
Management System.
•
Make every effort and use all available resources to resolve the issue
in the most efficient and timely manner.
•
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. See the Canon USA
Support Escalation Flow Chart in Figure 1.
Summary of Contents for IPF850
Page 1: ...Canon Service Guide...
