Table of Contents
•
Making certain that all of our support partners get the highest quality
technical support as fast as possible makes everyone more productive
and ultimately delivers better results and customer satisfaction.
•
Following some of these basic guidelines, and working as a team, helps
everyone achieve their support goals.
2. 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 the imageRUNNER
2016/2020 Series 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. Refer to Technical Training on
20
for further details.
In the event assistance is required by the Dealer for the support of the
imageRUNNER 2016/2020 Series, Canon USA's TSC will provide support
and problem escalation for the authorized servicing dealer.
(1-800-528-2830) will provide second level support for Authorized
imageRUNNER 2016/2020 Series Dealers only. A valid Support ID and
serial number is required to access the TSC.
available Monday through Friday, 9:00am-8:00pm Eastern Standard Time
and software and connectivity support is available Monday through Friday,
9:00am-6:00pm Eastern Time. If needed, on-site customer support will be
available through proper escalation procedures.
Canon USA's TSC support responsibilities are as follows:
• All technical support for the end-user is provided solely by the
contracted servicing Dealer.
• The Canon USA TSC will be the central contact for the reporting of all
known outstanding hardware and software issues to Canon USA's
development groups.
• The Canon USA TSC will be available to all Authorized Dealers,
Systems Engineers and Technicians who have successfully completed
the Training Program.
• The TSC will provide technical information regarding all Canon
associated hardware and software products.
• The TSC will deploy, as required through proper escalation
procedures, all on-site Canon USA Digital Solutions Specialist and
Systems Engineers.
• The TSC will provide a single place for problem escalation for
engineering and development teams.
imageRUNNER 2016/2020 Series Service Guide
imageRUNNER 2016/2020 Series Service Guide
http://www.support.cusa.canon.com
Rev. 0
for all
Page
The TSC
Hardware support is
November2005 Page 13
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