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B. Canon USA Support Offerings

The following support mechanisms were established to deliver high quality,

timely technical support services, and product information to imageRUNNER

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

Live phone based technical support from the Canon USA TSC is limited to

those technicians who are certified to service an Color imageRUNNER

device or are enrolled for technical training.

Self-Service Support (software downloads, knowledgebase, support

forums, technical publications) will continue to be available through the e-

Support Center website at

Technicians and Systems Engineers.

Canon USA provides a time sensitive call escalation process for all

authorized Color imageRUNNER Dealers. The TSC is the single point of

entry for this process. Once a call is placed to the TSC 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 require escalation must

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

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

Color imageRUNNER C3380/C2880 Series Service Guide

Rev. 4

Color imageRUNNER C3380/C2880 Series Service Guide

http://www.support.cusa.canon.com

for all

January 2007

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