Customer Support Application Guide

Below is a step-by-step guide to downloading and installing the Customer Support Application on a compatible multifunction printer. The guide will also help to set up and utilise the app to submit service requests at any time directly from the app.

Supported multifunction printers

IM 430F / IM 370F / IM 460F / IM 550F
IM 3000 / IM 4000 / IM 6000 / IM 7000 / IM 9000
IM C2010 / C2510 / C3010 / C3510 / C4510 / C6010
IM C2000 / C2500 / C3000 / C3500 / C4500 / C6000 / C6500 / C8000
IM C300F / C400F
MP C2004 / C2504 / C3004 / C3504 / C4504 / C6004
MP C2004exSP / C2504exSP / C3004exSP / C3504exSP / C4504exSP / C6004exSP

Three easy steps to setup and start using the Customer Support ApplicationThe guide is divided into three sections. The first two are a one-time installation and profile setup processes. The final step will guide you through the process of logging in a service call.

Step One - Installation

Starting at the Home Screen

Select the ‘application site’ option

Selecting the ApplicationSelect ‘Customer Support Application’

Starting the InstallationSelect ‘Install’

Completing the InstallationSelect ‘Close’

Returning to the Home ScreenThe new ‘Customer Support’ option should appear on your screen after the installation process.

Step Two – Setting Up Profile

Machine Information

The serial and model numbers should already be set. Select the ‘location’ option.

Selecting the LocationChoose your current location from the drop-down menu.

Customer Information

Please fill in your company, person in charge, phone number, email, and department name.*

*We recommend to input part of your machine location address e.g. Room No. or Floor, Buidling in this field for easy identification.

CC Email AddressPlease add in any email addresses you wish to send copies of transmitted emails to.

Confirm SettingsPlease confirm your details are correct.

Test EmailPlease allow the application to send a test email to the primary address along with any copy emails to the secondary addresses if included.

Step Three – Logging a Service Call

Submit Service Request

Please select the ‘Submit Service Request’ option to start logging in your request.

Create Service RequestPlease select the issue category type and contact person from your organisation.

Issue Category Home ScreenSelect a relevant issue category from the list.

Issue Category ListSelect a relevant issue category from the list.

Issue Category Home ScreenPlease select ‘OK’.

Contact PersonSelect the contact person from the saved list or add a new one.

Service Request Home ScreenPlease review and confirm your details.

Frequently Asked QuestionsYou may wish to check if the issue can be solved by checking the frequently asked questions (FAQ).

FAQs – Established QuestionA similar issue might have been addressed previously. You may select the question option to see the solution.

FAQs Example – SolutionA quick solution might be readily available.

Submitting your RequestYou may choose the “Submit SR’ option, and a customer service representative will be in touch shortly.

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