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2.
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
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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