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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TECHNICAL ONSITE VISIT REQUESTS
Sharp offer field support to assist our authorised reseller’s technical team with problematic machines within the
device’s 12-month warranty period. Whilst we are available to perform an accompanied technical field visit, we do
require that the issue has been first escalated to our support team either through the Technical Support Line or
Support Portal.
Technical onsite visits outside of the warranty period will be charged at the sole discretion of Sharp and may be
declined unless this process below has been followed. In order to request our field assistance, please complete
the online request form that can be found on our Support Portal.
Where an escalated issue to our support team develops to a situation where an onsite technical visit is required a
valid Purchase Order number will be requested from our support team before any visit date is offered. Providing
this PO number allows Sharp to charge for the visit if it is felt that the call was avoidable or the criteria listed
below had not been met.
The machine must be within the 12-month warranty period
The reseller should have followed their internal escalation procedure
The SharpONE site must have been checked for any possible technical information
The Support Portal knowledge base should be checked for any possible known resolution
The issue must be escalated to us through the Technical Support Line or Support Portal
Any advice provided from the initial escalation to us should have been implemented
All technicians working must have attended/successfully passed the Sharp led product training
The product should be fully serviced to specification and running the latest version of firmware
Any parts and consumables fitted to the device are genuine Sharp items
A full service history of the device should be provided
A list of any parts fitted to the device to try to overcome the issue should be supplied
Where appropriate copy/print samples, and/or print files are provided to Sharp
Where appropriate copy samples using the relevant Sharp test chart are provided