eASY.eFFICIENT.eMPOWERED.

eMAINTENANCEFEATURESeMaintenance is an empowering service that lets you manage and control your Canon multifunction devices more efficiently. With this service, you can reduce administration burden, increase machine uptime and save the environment.

eMaintenance includes consumables management to assist with

order planning and stock control. That means you never have to

run out of toner, nor do you have to stockpile to avoid running low.

TONER-ON-DEMAND

The system will immediately send an alert if a critical fault occurs,

or when a device is not performing up to standard. Statistics will

be automatically collated and sent to the administrator (subject to

operating conditions) for the provision of proactive, timely support.

PROACTIVE DEVICE SUPPORTThe system automates firmware download to prepare

imageRUNNER ADVANCE for updating, making it possible to update

your entire device fleet in a shorter time frame. Updates can be

scheduled to take place during off-peak hours to further reduce

interruptions.

FIRMWARE UPDATES

Canon’s unique Remote Diagnostics System (RDS) allows the

central administrator to monitor the status, workload and usage

pattern for each individual device, and create performance

overview reports.

REMOTE DIAGNOSTICS

eMaintenance lives up to very high security standards. All

communication between the system and Canon devices are

encrypted using HTTPS protocol.

SECURE AND SIMPLE

The eMaintenance system automatically reports the counter

readings to Canon Services. Non-manual reporting means less

administration and more accurate billing.

TIMELY METER READING

eMAINTENANCE WORKFLOW

Client PC

https

RDS Agent

eMaintenanceServer

• eToner supply• eMeter count• eProactive device status

LBP

imageRUNNER ADVwith eRDSThe eMaintenance system will contact Canon automatically within

Canon business hours when a device fault occurs. The system will

continue to transmit error messages to Canon even during non-

office hours, as long as the machine is connected.

MAXIMIZING UP-TIME

DATA GATHERING (RDS AGENT)

DATA TRANSMITTING (RDS AGENT)

DATA TRANSMITTING (eRDS)

Packet for polling Frequency: 1 time/minute

Data size: 0.2Kbytes/device

- -

Counter data Frequency: Approx. 12 hours once Data size: 7Kbytes/device Frequency: Approx. 16 hours once

Data size: 250Kbytes/device

Quality data frequency For each event For each event

Data size: 2Kbytes/device

For each event

Data size: 4Kbytes/device

If customers turn off their device, the server will retrieve device information on the next working day when it is turned on again. When no signal is detected from customer’s device after 7 days, Canon will contact the company for clarifications and/or troubleshooting.

02 What if customers turn off the devices during weekends?

01

The eMaintenance System (eRDS, RDS Agent) can generally work in an environment with Internet access. Broadband network is strongly recommended for optimum performance.

Can the eMaintenance System (eRDS, RDS Agent) work in an environment where there is Internet access via dial-up connection, but not via internal proxy server?

The firmware in the Canon devices is developed under maximum scrutiny and procedures in Japan. Typically, a new device will undergo a thorough set of parametric and functional QA testing prior to market release.

04How do we know if the device will not contain any malicious program within it that may hack into our LAN and transmit information to outside world?

The transmission of data from the Canon device to the UGW server over the Internet is by means of HTTPS (HTTP over SSL) protocols. The UGW is hosted at a fully qualified data center that is certified to BS7799 standards (the equivalent of ISO17799 standards) for Information Security Management System (ISMS).

06 How secure is the eMaintenance System?

The 3 types of data being transmitted from the device are:

• Counter Data: Billing Counter/Detail Counter

• Quality Data: Error/Jam/Alarm Information (including toner low)

• Debug Log Information

07 What data is sent from the device to the UGW server?

The eMaintenance system is based on the Canon devices communicating to a central server (the UGW server) hosted at a remote data center. The live IP address of the UGW Server is not disclosed due to network security reasons.

05 Can Canon reveal the live IP address of the UGW server to customers?

It is unlikely to experience any slowdown under normal internet traffic conditions.

03 Will eMaintenance slow down network traffic in the customer’s environment?

FREQUENTLY ASKED QUESTIONS

0161W802 © 2011 Canon Singapore Pte. Ltd.All rights reserved. Printed in Singapore.

Dealer’s Stamp

SOUTH & SOUTHEAST ASIA REGIONAL HEADQUARTERS Canon Singapore Pte. Ltd.1 HarbourFront Avenue #04-01, Keppel Bay Tower, Singapore 098632Tel: +65-6799 8888 | Fax: +65-6799 8882

www.canon-asia.comwww.canon.com.sg

CANON SALES SUBSIDIARIES & BUSINESS PARTNERS

Brunei:Interhouse CompanyNo. 5-7 Bunut Jaya ComplexSpg 574 Jalan Tutong BF1320P.O. Box 423, Seri ComplexBandar Seri Begawan BA 1779Brunei DarussalamTel: 673-2-653-001Fax: 673-2-653-003

India:Canon India Private Limited7th Floor, Tower B, Building #5DLF Cyber Terraces, DLF Phase-3Gurgaon - 122002 Haryana, IndiaTel: 91-124-416 0000Fax: 91-124-416 0011www.canon.co.in

Indonesia:PT SamafitroJalan lr. H Juanda No.8Jakarta 10120, IndonesiaTel: 62-21-345 8989Fax: 62-21-345 6699www.samafitro.co.id

Malaysia:Canon Marketing (Malaysia) Sdn BhdBlock D, Peremba SquareSaujana Resort Section U2,40150 Shah AlamSelangor Darul Ehsan, MalaysiaTel: 60-3-7844 6000 / 7845 0055Fax: 60-3-7844 6196 / 6198www.canon.com.my

Nepal:International Electronics Concern (P) LtdKha 14, 1st FloorHaratibhawan PutalisadakRamshah Path, Kathmandu, NepalP.O. Box 12588Tel: 977-1-442 1991Fax: 977-1-442 1909

Sri Lanka:Metropolitan Office (Pvt) Ltd12, Magazine Road Colombo 08Sri LankaTel: 94-11-470 0200Fax: 94-11-470 0267

Thailand:Canon Marketing (Thailand) Co. Ltd10th Floor Bangkok City Tower179/34-45 South Sathorn RoadBangkok 10120 Tel: 66-2-344 9999Fax: 66-2-344 9960www.canon.co.th

Vietnam:Canon Singapore Pte LtdHo Chi Minh City Representative OfficeFloor 6, Saigon Centre Building65 Le Loi, Ben Nghe Ward, District 1Ho Chi Minh City, VietnamTel: 848-3820 0466Fax: 848-3820 0477

Canon Singapore Pte LtdHanoi Representative OfficeCharmVit Building, 11th Floor117 Tran Duy Hung, Cau Giay DistrictHanoi, Vietnam Tel: 844-3771 1677Fax: 844-3771 1678www.canon.com.vn

Type Of Service Remote monitoring of Canon devices. The service provides counter reading reporting, consumables management, device usage information, automatic service request and error notifications when an error occurs

Supported environment Canon devices* with internet access enabled network

Number of devices/RDS agent Maximum 30 devices/agent

Customer interface Web-browser (MS IE 5.5 or higher)

Customer information Fault notification, consumables replacement and inventory management

Communication method HTTPS protocol is used

Data sent to Canon Fault notification, service data, counter data for invoicing

SPECIFICATIONS SUMMARY

* eMaintenance works with most Canon copiers, printers and multifunctional. For more information on what models are supported, please contact Canon.

SECURITY FEATURES

eMaintenance offers you automated, pro-active support

without ever compromising your organization’s need for

security. Within this brochure, we will review the various

aspects of eMaintenance: its structure, data transmission,

traffic, network protocols, and the security functions

implemented into each device for stable monitoring.

eMAINTENANCE MEANS

SECURITY

The eMaintenance system consists of a secured internet server (Universal Gateway, or UGW) and monitoring equipments. These monitoring equipments collect the device information from the customers’ sites and send it to UGW.

THE eMAINTENANCE

SYSTEM

embedded Remote Diagnostic System (eRDS) runs inside a device to acquire device

information and sends it to the UGW

RDS Agent is a small

piece of hardware designed

to monitor 1 to 30 devices

and RDS Server, a dedicated server

used to perform remote diagnostics

(subjected to network environment)

Three types of monitoring equipments are available:

There are four specific types of data handled by the monitoring equipment:

Information such as Service Call Log, Jam Log, Alarm Log, Alerts, and Firmware version are sent as and when needed.

^ For full listing of the data send to UGW, please check with your Canon representative.

The eRDS system is embedded and does not communicate to collect data, but transmits directly.

The eMaintenance system is designed to minimize network load while ensuring your systems are up and running. The monitoring equipment collects approximately 3MB a day per device, depending on device type, setting, and frequency. Information is transmitted over the HTTPS protocol on port TCP/443 for peace of mind.

DATA TRAFFIC

Monitoring equipment control information includes

the ID and log information of the monitoring equipment, and

setting instruction from the UGW.

Device control information is used to identify and control

monitored device.

Network environment information is essential for

communication with the devices and UGW.

Device monitoring information is obtained via the

monitoring equipment, and the eMaintenance system processes it

into more effective information, and provides it to service persons.

UGW

RDS Server

imageRUNNER

imageRUNNER

imageRUNNER ADVwith eRDS

i

Operator

IT Manager

Firewall

Backend System

Internet

Device I/F

Web Service I/F

System Linkage I/F

CLIENT NETWORK

SALES COMPANY

RDS Agent

The system configuration including these components is shown in the figure below:

eMAINTENANCE SYSTEM WORKFLOW

IT administrators and operators can obtain the device status information on UGW using

a web browser. Billing and error information can be obtained by the backend system of

Sales Companies through linkage with the server.

Encryption key lengths comply with the industry

standards set by National Institute of Standards and

Technology (NIST).

• Public key encryption: RSA 2048 bits

• Shared key encryption: AES 256bits

Self Monitoring is performed on the monitoring device to ensure it is active 24/7.

Each device monitors its own processes so even when a fatal failure occurs, the devices

continue to monitor via a self recovery function.

Support for Failover ensures your system is stable even in the event of a Web server

or application server failure. Processing is automatically transferred to an unaffected server,

so that users can continue to access information when required.

Only authorized users can access the asset information. A reliable, encrypted channel is created during communication to ensure data security.

Availability in the eMaintenance system means that the system keeps running and monitoring the devices, and that authorized users can be notified and access the system whenever needed.

Data security is a key concern when designing the eMaintenance system. To protect your data, we built the system based on three key principles:

SECURITY MEASURES

CONFIDENTIALITY

AVAILABILITY

Authentication is required for access

to ensure that only authorized users have

access to setting and control options.

We hope that this eMaintenance Security Feature brochure has given you a clear,

detailed understanding of the security measures built into the eMaintenance system.

For more information, please contact your friendly Canon representative.

UGW avoids attack with codes entered by malicious users in order to prevent the device monitoring information from being altered illegally. In the web screen of the UGW, the sanitizing process is performed to avoid input attack by cross-site scripting. This process protects the system from such attack that the UGW access user is forcibly guided to an unknown web site, and that necessary information for the user cannot be acquired. This is done to protect user list, authentication and customer information maintained by the UGW.

Integrity in the eMaintenance system means that the protection assets information is accurate and complete, from transmission to maintenance of information.

UNIVERSAL GATEWAY DEFENCE MECHANISM

INTEGRITY

Data and device verifi cation ensures that device information received is

registered in the UGW. It also ensures that the information is of correct format and that

all required information is included. Monitoring device and the device itself are verified

using serial numbers and MAC addresses before network transmission.

UGW Server Authentication is performed through HTTPS communication,

verified with VeriSign certificate. Connection URLs are also limited using a communication

application, and controls the data transmission ends. The monitoring equipment only

sends device information to the UGW, and only through these protocols.

Minimizing Illegal Access is achieved through minimizing unnecessary network

services, limiting possible intrusion paths via network control. Even in the unlikely event

of an illegal third party intrusion, an access log is kept and maintained in the UGW.

Measures against Data Falsifi cation includes a

system information check to ensure correct data is provided.

Any change made to the configuration files are immediately

detected and reported to the system administrator.

SOUTH & SOUTHEAST ASIA REGIONAL HEADQUARTERS

Canon Singapore Pte. Ltd.1 HarbourFront Avenue #04-01, Keppel Bay Tower, Singapore 098632Tel: +65-6799 8888 | Fax: +65-6799 8882

www.canon-asia.comwww.canon.com.sg

0161W801 © 2011 Canon Singapore Pte. Ltd.All rights reserved. Printed in Singapore.

Dealer’s Stamp

CANON SALES SUBSIDIARIES & BUSINESS PARTNERS

Brunei:Interhouse CompanyNo. 5-7 Bunut Jaya ComplexSpg 574 Jalan Tutong BF1320P.O. Box 423, Seri ComplexBandar Seri Begawan BA 1779Brunei DarussalamTel: 673-2-653-001Fax: 673-2-653-003

India:Canon India Private Limited7th Floor, Tower B, Building #5DLF Cyber Terraces, DLF Phase-3Gurgaon - 122002 Haryana, IndiaTel: 91-124-416 0000Fax: 91-124-416 0011www.canon.co.in

Indonesia:PT SamafitroJalan lr. H Juanda No.8Jakarta 10120, IndonesiaTel: 62-21-345 8989Fax: 62-21-345 6699www.samafitro.co.id

Malaysia:Canon Marketing (Malaysia) Sdn BhdBlock D, Peremba SquareSaujana Resort Section U2,40150 Shah AlamSelangor Darul Ehsan, MalaysiaTel: 60-3-7844 6000 / 7845 0055Fax: 60-3-7844 6196 / 6198www.canon.com.my

Nepal:International Electronics Concern (P) LtdKha 14, 1st FloorHaratibhawan PutalisadakRamshah Path, Kathmandu, NepalP.O. Box 12588Tel: 977-1-442 1991Fax: 977-1-442 1909

Sri Lanka:Metropolitan Office (Pvt) Ltd12, Magazine Road Colombo 08Sri LankaTel: 94-11-470 0200Fax: 94-11-470 0267

Thailand:Canon Marketing (Thailand) Co. Ltd10th Floor Bangkok City Tower179/34-45 South Sathorn RoadBangkok 10120Tel: 66-2-344 9999Fax: 66-2-344 9960www.canon.co.th

Vietnam:Canon Singapore Pte LtdHo Chi Minh City Representative OfficeFloor 6, Saigon Centre Building65 Le Loi, Ben Nghe Ward, District 1Ho Chi Minh City, VietnamTel: 848-3820 0466Fax: 848-3820 0477

Canon Singapore Pte LtdHanoi Representative OfficeCharmVit Building, 11th Floor117 Tran Duy Hung, Cau Giay DistrictHanoi, VietnamTel: 844-3771 1677Fax: 844-3771 1678www.canon.com.vn