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 SUPPORT PORTAL
Sharp provide a support portal for the use of both pre and post sales reseller staff. The portal can accessed
through the following URL https://support.sharp.co.uk/
. Sales people can use the portal to submit and request
support for a quick solutions quote or a fully scoped solution. Technical staff can utilise the portal to escalate
issues ensuring that they receive automated updates on the status and resolution of the issue. The support portal
is our recommended method for escalating any issue to Sharp. Before being able to escalate an issue to us
users will need to self-register in the portal. To register go to the website and press the register button. Enter a
name, email address and password. The user will then receive an email welcoming them to the portal and asking
them to verify your details. Once they have verified their account they can then login to the portal and utilise its
wealth of features, these include:
• Quick, Simple and Flexible. Escalate directly to our support team through a self-driven web submission
• Increased Efficiency. Inbuilt prompts ensure that we receive all the key required information
• Improved Transparency. View and update escalations through the web portal or via email
• Enhanced Communication. Automated email notification at time of escalation and as escalations update
• Organisation Level Awareness. Service managers assigned access to view all team escalations
• Knowledge Development through the in-built knowledgebase feature of the support portal
• Reduced Escalations through the dynamic knowledgebase that will display prior to issue submission
• Increased Communication of Key Information. A News feature to keep you updated
• Have Your Say! Rate our support through the Inbuilt feedback facility for each escalation article
• Improved Pre-Sales Process. Our presales team can now be engaged through this central support portal
• Quick Solution Quote. Utilise the new quick quote feature and overcome the need to price up a solution
• Solutions Assurance. Complete the online discovery forms to ensure that you quote the ideal solution
The support portal can be used to escalate issues on hardware, connectivity, solutions & the BigPad product.