06/2014
1-4
WC 5022/5024
1.1 Before Starting the Servicing
Version 1.0
Service Call Procedures
1.1.2 Things to Take Note When Handling Customer Information
1. Handling of customer's electronic information - samples of copy/print/received fax (paper
data), log files (Activity Report), and etc.
Before you bring back any samples for the purpose of investigation/analysis, always
obtain permission from the customer. Make sure to assure them that the data will not be
used for any other purpose. When requesting for a retrieval application from the cus-
tomer, either use the [Data Security Regulations: Annex 15 - Confidential Information/Per-
sonal Information Request Form (IS-019)] or use a letterhead that has been specified by
the customer after obtaining their agreement.
2. Handling of a PWB, etc. that contains customer information.
Data such as Fax Address Numbers and URLs that are registered in the customer's
machine are all important customer information. These types of information are stored in
the PWB, etc. within the machine. Take extra care when handling them.
a. In case of replacements, transfer the data to the new PWB and make sure that all
data in the old parts is thoroughly erased before disposing it. Make sure that no
important customer information gets leaked. (For details, refer to the preface in
Chapters 4 and 5)
b. If a component was replaced and it was not found to be the cause of the malfunction,
return it to the machine it came from. (For components that were temporarily
installed/removed for troubleshooting, etc. clear the data using the CE Mode, etc.)
3. Security related NVM values that were changed during maintenance.
If any security related NVM values, such as polling, were set for test purposes, make sure
you return them to their original values after the test. (E.g.: for the details on polling that is
common to all machine types, refer to FTO 2-202)
4. When connecting our company machine to the customer's network during maintenance,
make sure that you have gone through the person-in-charge to obtain permission from
the customer's systems administrator (or person-in-charge) before proceeding.
5. Follow the safety guidelines established within the OpCo and ensure that customer data
do not get leaked out when servicing.
1.1.3 Other Precautions
Pay attention to the following when performing maintenance service to avoid wrong or redun-
dant servicing:
1. Reference Materials
Before performing maintenance servicing, read all relevant technical materials such as
SB, FTI, or FTO to make a systematic approach.
2. Disassembling
Make sure to check the assembled condition before removing parts or disassembling the
machine.
3. Installation/Adjustment
After the installation or adjustment is complete, check that no parts or tools are left inside
or on the assemblies before using the machine.
4. Handling of replaced parts/consumables
Make sure that the replaced parts or consumables as well as their packaging materials
are collected back to the Service Center.
For the separation and processing methods for the collected items, refer to the Common
Technical Information No. 2-027 for all machines.
• Drum Cleaner
WARNING
Never discard the Drum Cleaner into a fire. Always keep it away from open
flames to prevent it from catching and causing a fire. Always dispose of the
Drum Cleaner after it is completely used up. For recyclable parts, fill the nec-
essary items in the [U-TAG] and perform collection.
5. General Precautions
• Take care not to disturb the customer's daily work.
• Place a drop cloth or paper on the floor of the service area to keep the site clean.
• Throw any trash generated during the maintenance service into a trash bag and
bring them back to the Service Center.
• Record clearly the service details and the consumables and parts replaced at visit in
the Machine Service Log.
To Next Page
Loading...
