Sharp Authorized Reseller Handbook Sept 2021
Table Of Contents
- QUICK CONTACT LIST
- SHARP TARGET RESPONSE TIMES
- POST SALES TECHNICAL SUPPORT – ESCALATION
- TECHNICAL ONSITE VISIT REQUESTS
- POST SALES SOLUTIONS SUPPORT
- VISUAL SOLUTIONS BIGPAD SUPPORT
- SHARP BUSINESS SYSTEMS DIRECT SERVICE SUPPORT
- MFP SHARP DIRECT SERVICE COVER BY REGIONS
- MFP SHARP DIRECT SERVICE COVER BY REGIONS continued
- TECHNICAL TRAINING
- WARRANTY
- DAMAGED IN TRANSIT
- SPARE PARTS
- PRODUCT KEY REALLOCATION
- PRE SALES SUPPORT – TRAINING
- PRE SALES SUPPORT – PRODUCTION HARDWARE
- PRE SALES SUPPORT – SOLUTIONS
- PRE SALES PROFESSIONAL SERVICES PROCESS
- SHARP SUPPORT SYSTEMS
- HANDBOOK ACKNOWLEDGEMENT OF UNDERSTANDING & ACCEPTANCE
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Escalation of unresolved issues to internal Sharp departments or external solution
vendor
Proactive management of any raised issue through the Sharp support portal
Delivered by
Sharp
Tier 3 Support – Software Developer Support
This level of support is delivered to Sharp by the solution vendor/developer who will provide technical and code
level expertise on product functionality, environmental integration, undocumented features and best practice
deployments.
Support Tier
Tier 3
Description
Advanced Technical support and Software Code Support
Roles and
Responsibilities
Problem duplication and isolation
Code level support of features and functionality
Provide resolution of escalated problems in the form of; software updates, patches,
hot fixes or firmware updates or hot fixes or by providing an acceptable work around.
To engineer permanent solutions such as; product design changes,
coding/programming changes and modifications to documentation.
Development, documentation and deployment of hot fixes, patches or recommended
work around.
Documentation of product enhancement requests
Management and maintenance of technical knowledge database
Consultation on advanced environmental deployments, problem diagnostics and
analysis and troubleshooting guidance.
Delivered by
Software Vendor/ Developer
VISUAL SOLUTIONS BIGPAD SUPPORT
Details on the support available for Visual Solution products can be found via this URL
https://www.sharp.co.uk/cps/rde/xchg/gb/hs.xsl/-/html/visual-solutions-support.htm
A 3 year warranty is provided as standard with BigPad products options to extend to 4 or 5 years.
Technical escalations can be made through the Support Portal https://support.sharp.co.uk/
or directly to the
service provider AzteQ via sharp@azteq.com or on 0203-8081092.