First Line – Telephone Support Desk
From your very first call you’ll already be in contact with a highly trained individual who will look to provide an immediate resolution. With many MFD’s attached to the network and possibly already monitored by us, there is a chance we can provide a remote analysis and fix. However, if the issue proves to be technically complex, your incident will be escalated to the second line team who will arrive in person.
Second Line – Customer Technical Support (CTS)
These individuals are there to a solution to more complex problems or where a fix requires a hands-on attention. After understanding the nature of your issues, from your initial call, we’ll make sure that only a full trained technician with the correct parts arrives to start the work. In the unlikely event that this person is unable to resolve the problem then your issue will be escalated to a Senior Specialist.
Third Line – Senior Technical Specialists (STS)
We have a number of senior technicians that have specialist experience or training on particular model ranges or within specific industry types. These are despatched to resolve issues on the odd occasion when a standard CTS is unable to complete the task. There are very few occasions when they also need further assistance which then comes directly from the manufacturer.
Fourth Line – Canon Direct own Specialists
As an approved Canon supplier, we have direct access to their own support structure. Therefore if we need assistance due to a highly unusual problem then we call upon them. They will attend with us at our customer’s site and resolver the problem on our behalf. By working together we expand our abilities and thus avoid that same scenario again. Importantly, this final back-up process is entirely free of charge and therefore no further costs are incurred.