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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 / IM C320F / IM 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 Application The 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 Application Select ‘Customer Support Application’
Starting the Installation Select ‘Install’
Completing the Installation Select ‘Close’
Returning to the Home Screen The 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 Location Choose 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 Address Please add in any email addresses you wish to send copies of transmitted emails to.
Confirm Settings Please confirm your details are correct.
Test Email Please 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 Request Please select the issue category type and contact person from your organisation.
Issue Category Home Screen Select a relevant issue category from the list.
Issue Category List Select a relevant issue category from the list.
Issue Category Home Screen Please select ‘OK’.
Contact Person Select the contact person from the saved list or add a new one.
Service Request Home Screen Please review and confirm your details.
Frequently Asked Questions You may wish to check if the issue can be solved by checking the frequently asked questions (FAQ).
FAQs – Established Question A similar issue might have been addressed previously. You may select the question option to see the solution.
FAQs Example – Solution A quick solution might be readily available.
Submitting your Request You may choose the “Submit SR’ option, and a customer service representative will be in touch shortly.

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