Sharp Authorized Reseller Handbook Sept 2021

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POST SALES SOLUTIONS SUPPORT
Sharp provide post-sales technical support for software solutions that are purchased from Sharp, are connected
to Sharp equipment, have a valid current support and maintenance contract and are a current recommended
solution on the Sharp solutions portfolio. As with hardware based escalations the person escalating a software
issue to us should be competent in the solution and have attended and passed the appropriate technical
solutions course. Sharp expects a minimum of two reseller technical representatives to attend each technical
solution training course. You our resellers are the first line of escalation for any software issue at your end
customer.
Where solution issues need to be escalated to Sharp the recommended form of escalation is through our online
support portal. Escalating through this route will ensure that we have all the required information relating to the
specific software solution to ensure the quickest possible resolution to your issue. The Sharp solutions support
team after receiving an escalated issue will look to provide a response in the quickest possible timescale based
on our knowledge and experience. Where the issue is new to us or more complex our team may need to
configure a similar environment to your customer and then attempt to replicate the issue. Where a resolution
cannot be provided our support team will escalate the problem internally or to the Solution Vendor.
During the investigation of any connectivity/solutions issue log files from both the solution and MFP may be
requested. In some situations, additional network packet captures may be needed in order to fully analyse and
help resolve the issue. Our support team can advise on the required logs and how to perform a packet capture
when required.
Our support team can offer remote support through the Citrix GotoAssist, GoToMeeting or TeamViewer software.
This form of remote access into an end customers’ system may be requested in order to help resolve the
escalation. When a remote session is performed, we ask that a reseller representative is also involved in the
remote session so that they can manage the issue locally and are aware of any work performed with the
customer. On-site support of a software solution may be offered by Sharp at its sole discretion once all remote
resolution initiatives have been exhausted. Additional charges for onsite support will apply if remote access is
not available.