Chapter 1 Service Call Procedure
1.1 Before Starting the Servicing
1-2
1.1.2 Notes on the Handling of Customer Information
1. Handling electronic customer information such as copy/print/received Fax samples (paper
information) and log files (activity report, etc.).
When taking samples back to your base for the purpose of investigation/analysis, obtain consent
from the customer without fail. Besides, be sure to tell him/her the samples will be used only for
the primary purpose
If asked by the customer to submit an application for taking samples out, use ”FX Security Code:
separate document 15 ’Administration Table for Giving and Receiving Confidential/Personal
Information (IS-019)’” or obtain consent in writing as directed by the customer.
2. Handling PWB and HDD storing customer information
Take great care in handling PWB/HDD. Fax speed dial numbers and URLs the customer has
entered in the machine are important customer information, which is stored in PWB/HDD in the
machine.
1) At the time of replacement, be sure to transfer customer information onto the new PWB/HDD
and clear the information from the old one before discarding it, in order never to let the
information leak out. (Detailed in the prefaces to chapters 4 and 5.)
2) If the replacement of PWB/HDD proves that it is not the cause of a specific problem, be sure
to reinstall it in the machine. (If having installed/removed PWB/HDD temporarily for
diagnostics, clear information in Diag.)
3) If/When it is impossible to clear information electrically from HDD, shred the HDD (at a
charge) as requested by the customer.
3. Rewritten-in-maintenance NVMs involving security concerns
If having conducted a test by rewriting an NVM, such as polling, which involves security
concerns, be sure to return the NVM to the former value after the work. (E.g.: For the details of
polling, see FTO 2-202 common to all the models.)
4. If/When maintenance work requires that our device be connected to the customer’s network, be
sure to obtain permission of the customer’s information system administrator through the person
in charge (or of the person in charge), in order to do so.
5. Other notes on the handling of customer information
You need to take many other precautions besides the above items 1 to 4 in handling customer
information. Do the work, following rules and regulations on safety stipulated by your OpCo and
taking great care not to let information leak out.
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