Canon imagePROGRAF TM-Series Service Guide
imagePROGRAF TM-Series Service Guide June 2021
Revision 4 Page 36
IX. The imagePROGRAF Program Guide
This imagePROGRAF Program Guide contains detailed information to help the
imagePROGRAF Dealer / Authorized Servicer become familiar with Canon USA’s
processes and resources available to assist in servicing the imagePROGRAF
products. The appropriate imagePROGRAF Program Guide for the Dealer /
Authorized Servicer is available on the e-Support Center website.
The imagePROGRAF Program Guide provides information on:
A. Responsibilities
The imagePROGRAF Program Guide details the responsibilities of the
imagePROGRAF Dealer / Authorized Servicer to meet minimum service
requirements in order to attain and maintain authorization as a Canon USA
imagePROGRAF Dealer/Authorized Servicer.
B. Specifying the Dealer / Authorized Servicers Support Model in the
Authorized Servicer/Dealer Customer Registration System
The imagePROGRAF Program Guide details the process to register a device
using the Authorized Servicer/Dealer Customer Registration (ASCR) System.
C. End User Warranty/Post Warranty Support
The compensation process for imagePROGRAF printers that require service
while in-warranty and post warranty period covered by an eCarePak is
explained.
Notes:
• The compensation process for the Colortrac Z36 scanning system is the
same as the process for the imagePROGRAF TM-Series printers.
• The compensation process for the Colortrac L36ei / L24ei scanning system
is the same as the process for the imagePROGRAF printers.
D. Parts & Service Material Orders
The part order process via Canon Network Access (CNA) or the National Parts
Order Center is included. Additionally, the guide details the process for a Dealer
/ Authorized Servicer to purchase a Canon eCarePAK.
E. Technical Support
The imagePROGRAF Program Guide reviews the Technical support available
to the Dealer / Authorized Servicer as web based support via the e-Support
Center website, telephone Support via the Canon USA Technical Support
Center (TSC), and any support escalation if all reasonable troubleshooting
options have been exhausted.
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