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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Tiered Support Policy
Sharp have defined the support and service responsibilities that are offered and that we expect. The system uses
a tiered support model and provides the reseller and customer guidance with respect to the types of support issues
that will be addressed by the subsequent tiered support teams.
Roles and Responsibilities
Installation
Tier 0
Support
Tier 1
Support
Tier 2
Support
Tier 3
Support
Reseller
Delivered
Customer or
Sharp Reseller
Delivered
Sharp Reseller
Delivered
Sharp Delivered
Software Vendor
/Developer
Delivered
Tier 0 Support – System Administration
Tier 0 support is considered to be the maintenance and administration of the software application within the
customer’s environment. It assumes that the customer or the customer’s proxy takes absolute responsibility for
the on-going administration and management of the solution.
Support Tier
Tier 0
Description
System administration, Monitoring, Management and Maintenance
Roles and
Responsibilities
System administration, daily monitoring & maintenance.
Backup strategies and disaster recovery, daily system back-ups, rotations and verification
Database management.
Environment support including operating systems, hardware and network support.
Operating system updates, security and virus control.
Report generation and customization (if accounting)
Configuration changes and management.
System alert management and response.
3
rd
party integration and maintenance.
Problem diagnostics and troubleshooting.
Must be available to work with reseller in resolution of any and all reported issues.
Ensure that the software is current with the latest generally available patches and supplements.
Planning and execution of any and all physical and or virtual system moves or changes.
Delivered by
Customers System Administrator or Sharp Reseller