Sharp Authorized Reseller Handbook Sept 2021

Page 2
INTRODUCTION .................................................................................................................................... 3
QUICK CONTACT LIST ......................................................................................................................... 3
SHARP TARGET RESPONSE TIMES ................................................................................................... 4
POST SALES TECHNICAL SUPPORT – ESCALATION ........................................................................ 5
TECHNICAL ONSITE VISIT REQUESTS ............................................................................................... 6
POST SALES SOLUTIONS SUPPORT .................................................................................................. 7
SHARP BUSINESS SYSTEMS DIRECT SERVICE SUPPORT ............................................................ 11
MFP SHARP DIRECT SERVICE COVER BY REGIONS …………………………………………………. 12
TECHNICAL TRAINING ....................................................................................................................... 12
WARRANTY ......................................................................................................................................... 15
DAMAGED IN TRANSIT ....................................................................................................................... 15
SPARE PARTS .................................................................................................................................... 18
PRODUCT KEY REALLOCATION ....................................................................................................... 20
PRE SALES SUPPORT – TRAINING ................................................................................................... 21
PRE SALES SUPPORT – PRODUCTION HARDWARE ...................................................................... 22
PRE SALES SUPPORT – SOLUTIONS ............................................................................................... 22
PRE SALES PROFESSIONAL SERVICES PROCESS ........................................................................ 24
SHARP SUPPORT SYSTEMS ............................................................................................................. 27
SHARP ACADEMY E-LEARNING PORTAL ................................................................................................... 27
SharpONE ........................................................................................................................................................ 28
SHARP SUPPORT PORTAL ........................................................................................................................... 29
KNOWLEDGEBASE AND KNOWLEDGE BYTE ............................................................................................ 30
SUPPORT & SOLUTION BULLETINS ............................................................................................................ 31
CUSTOMER ID CARD TESTING .................................................................................................................... 32
SHARP CONNECT .......................................................................................................................................... 33
HANDBOOK ACKNOWLEDGEMENT OF UNDERSTANDING & ACCEPTANCE ................................ 34