Canon imageFORMULA DR-G1100 Series Service Manual

Also see for imageFORMULA DR-G1100 Production Document Scanner: User manual Specification

imageFORMULA DR-G1130/DR-G1100 Series Service GuideimageFORMULA DR-G1130/DR-G1100 Series Service Guide April 2013Rev. 1 Page 17VII. Product Technical Support OfferingsA. Authorized Service ProvidersService is provided through a Canon authorized service provider or through a thirdparty service company managed by CITS (Canon Information TechnologyServices). Canon authorized service providers are expected to service theequipment they sell. Since these products are also available through a sales-onlydistribution channel, the serial number of the product must be registered to theservice provider of record through the ASCR System (refer to the ASCR Systemon Page 13) in order to ensure that service is not provided through a 3 rd partyservice company.B. Authorization PolicyTo become service authorized and maintain authorization to service theimageFORMULA models, each service provider’s location must have at least onetechnician who has successfully completed the imageFORMULA DR-G1130/DR-G1100 Series eLearning Training Course and received certified status.C. Technical Support / Escalation1. Canon Technical Support CenterIn the event assistance is required by the Authorized Servicer for thesupport of the imageFORMULA DR-G1130/DR-G110 Series, Canon USA’sTechnical Support Center will provide support and problem escalation forthe Authorized Servicer. The Technical Support Center (1-800-528-2830)will provide second level support imageFORMULA DR-G1130/DR-G1100Series Authorized Servicers only. A valid Support ID and imageFORMULADR-G1130/DR-G1100 Series serial number is required to access theTechnical Support Center. Hardware support is available Monday throughFriday, 9:00am-8:00pm Eastern Time and software and connectivitysupport is available Monday through Friday, 9:00am-6:00pm Eastern Time.Canon’s Technical Support Center support responsibilities are as follows:• The Canon USA Technical Support Center will be the central contact forthe reporting of all known outstanding hardware and software issues toCanon USA’s development groups.• The Canon USA Technical Support Center will be available to allAuthorized Servicers, Systems Engineers, and Technicians.• The Technical Support Center will provide technical informationregarding all Canon associated hardware and software products.• The Technical Support Center will deploy, as required through properescalation procedures, on-site Canon USA Systems Engineers.• The Technical Support Center will provide a single place for problemescalation for engineering and development teams.• The Technical Support Center will provide the highest level ofProfessionalism and Customer Satisfaction.