Canon imageFORMULA DR-M160II Service-Handbuch - Seite 29

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Call Escalation Procedure

Canon USA provides a time sensitive call escalation process for all

imageFORMULA DR-M160II Dealers and Authorized Servicers. The

Technical Support Center is the single point of entry for this process. Once

a call is placed to the Technical Support Center and information is logged

into the call management system, a case number will be 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 requires escalation need to

follow the process below. The status of all escalated cases can be viewed

via e-Support or by calling the Technical Support Center.

Figure 10 – Canon USA Support Escalation Flow

Exchange Service

imageFORMULA DR-M160II Service Guide

Resolved

Requested

CITS refers the End-User to the

Update Case

imageFORMULA DR-M160II Service Guide

Canon

imageFORMULA DR-M160II

End-User

Assistance Required by the

End-User

CITS

1-800-423-2366

Authorized Servicer

Canon's

Authorized Servicer

Assistance Required by the

Authorized Servicer

Canon USA

Technical Support Center

1-800-528-2830

Canon USA

Engineering

Resolved

June 2014

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