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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SHARP TARGET RESPONSE TIMES
Sharp aim to respond to Technical Support Line calls within 30 minutes of Sharp working business hours
Sharp aim to respond to Technical Support Email / Support Portal Issue escalations within 2 hours of
Sharp working business hours
Sharp aim to respond to Technical Support Email / Support Portal Information requests within 4 hours of
Sharp working business hours
Should an onsite visit to your customer site be deemed required by our hardware support team we will
endeavour to attend an end-user site within 72 hours. The onsite visit pre-requisites must have been met
before a visit date is offered.
Where a solutions issue has been escalated and a remote session performed but unsuccessful in
resolving the query, at the sole discretion of Sharp and If deemed beneficial by the Sharp support team
to the issue escalation/resolution, Sharp will endeavour to attend an end-user site within 72 hours
Technical escalations that are awaiting customer/reseller feedback will be kept open for 5 working days
before they are automatically closed.
Sharp aim to respond to any pre-sales solution enquiry or discovery document within 48 hours