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C. Call Escalation Procedure
Canon USA provides a time-sensitive call escalation process for all
imageFORMULA ScanFront 330 Authorized Servicers. The CITS help desk is
the single point of entry for this process. Once a call is placed to the CITS
help desk and information is logged into the call management system, a case
number is assigned to the call. Every effort is made to resolve the problem
during the call. For problems that cannot be resolved during the initial call and
require escalation, follow the process below.
Figure 6 — Call Escalation Procedure Flow Chart
Resolved
Exchange Service
imageFORMULA ScanFront 330 Service Guide
imageFORMULA ScanFront 330
Assistance Required by the
CITS refers the End-User to the
Requested
Assistance Required by the
imageFORMULA ScanFront 330 Service Guide
Canon
End-User
End-User
CITS
1-800-OK-CANON
(652-2666)
Authorized Servicer
Canon's
Authorized Servicer
Authorized Servicer
CITS
1-877-277-7043
Canon USA
Engineering
Resolved
April 2014
Page 23