Page 1 Sharp Authorised Reseller Handbook September 2021
Page 2 INTRODUCTION ....................................................................................................................................3 QUICK CONTACT LIST .........................................................................................................................3 SHARP TARGET RESPONSE TIMES ...................................................................................................4 POST SALES TECHNICAL SUPPORT – ESCALATION ............................................
Page 3 INTRODUCTION Thank you for taking the time to view the Sharp Reseller Support Handbook. This document has been developed to provide new and existing authorised Sharp resellers with an easy to use reference handbook detailing the pre and post-sales support that we can offer you and how you can contact us. Sharp provides support on hardware, connectivity and solutions products to its authorised resellers.
Page 4 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
Page 5 POST SALES TECHNICAL SUPPORT – ESCALATION The support team at Sharp are made up of highly experienced technical support staff that are here to support you in the after sales support of Sharp purchased MFP & Solutions products. Helping you resolve technical queries is a key part of our role and we can offer a number of ways in which technical queries can be escalated to us. These include contacting us via telephone (0208-734-2218) or through our online support portal https://support.sharp.co.
Page 6 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.
Page 7 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.
Page 8 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.
Page 9 Tier 1 Support – Sharp Reseller Onsite Support This level of support is designed to investigate, faultfind and to undertake fault isolation and problem diagnostics on all reported issues. This support is provided by the Sharp reseller’s solution trained technical staff. Support Tier Tier 1 Description Support for feature functionality, installation, environment, configuration and deployment on the supported operating system. Customer relationship management. End user support and training.
Page 10 Delivered by Escalation of unresolved issues to internal Sharp departments or external solution vendor Proactive management of any raised issue through the Sharp support portal Sharp Tier 3 Support – Software Developer Support This level of support is delivered to Sharp by the solution vendor/developer who will provide technical and code level expertise on product functionality, environmental integration, undocumented features and best practice deployments.
Page 11 SHARP BUSINESS SYSTEMS DIRECT SERVICE SUPPORT Due to the increase in the size of our Sharp Direct Service operation we are now in a position to offer installation & direct service after sales support for your Sharp MFP sold products and some Sharp promoted solutions as well as out of area service support where you may wish to support the devices within your normal operational area but then use our direct service for devices outside of this area.
Page 12 MFP SHARP DIRECT SERVICE COVER BY REGIONS
Page 13 MFP SHARP DIRECT SERVICE COVER BY REGIONS continued Direct Service Operations Director: Trevor Northfield trevor.northfield@sharp.eu Contact details of each Service Manager in no particular order North & Scotland: Steve Howard stephen.howard@sharp.eu Central: Lee Ogier lee.ogier@sharp.eu East Midlands: Keith Delaney keith.delaney@sharp.eu South West: Steve Gilligan steve.gilligan@sharp.eu South East: Seb Messina seb.messina@sharp.eu South: Tony Taite tony.taite@sharp.
Page 14 TECHNICAL TRAINING Sharp offer a wealth of training courses that are available to our authorised resellers. The courses are open to both technical and sales based staff and cover Hardware, Connectivity, Sharp developed and 3rd party Solutions and Sales training. All training is currently provided free of charge except where a reseller delegate attends a technical biased solution course but where the reseller does not then purchase the solution itself from Sharp.
Page 15 WARRANTY All machines manufactured by Sharp have a 12-month warranty period from the DATE OF PURCHASE from Sharp. The cost of any parts changed during that period due to a manufacturing defect can be claimed back from Sharp. Resellers must order a replacement part from the Sharp parts centre, and then complete the online warranty claim at https://eservice.sharp.eu . Warranty claims will only be accepted online. All authorised resellers are provided with a user ID and password.
Page 16 DAMAGED IN TRANSIT Sharp aim to ensure that any product shipped to you arrives in the same condition in which it left the factory. We acknowledge however that from time to time products unfortunately can get damaged during the delivery process. If this scenario should occur, please follow the procedures below. VISIBLE CARTON DAMAGE The delivery should always be refused or the delivery note clearly marked with "Received Damaged" and then signed as normal.
Page 17 CONDITION OF RETURNED PRODUCT Any Damaged in Transit product MUST be returned to Sharp in an “as new” condition. The product needs to be delivered in the original packaging and include all support documentation and accessories. During inspection if accessories are found to be missing the product will be returned to you, or your account will be debited with the cost of such items. Please note that no action can be taken by Sharp if damage is not reported within the specified time periods.
Page 18 SPARE PARTS All authorised Sharp resellers are provided with a spare parts account number. To order parts you must order them online by using the parts section of the technical web site or going directly on to the parts web site https://epc.sharp.eu/ A user ID and password is required to order online. To apply for access, follow the link shown above and press the “NEW” box. Complete your application and your user ID and password will be provided to you within 24 hours.
Page 19 ORDER CANCELLATION Back order items may be cancelled at any time unless we have already despatched them to you or they were specially ordered for you, for example non UK models or non-stock items. Sharp will not agree to cancel or credit accepted orders. CONTINUITY OF SUPPLY Sharp will endeavour to supply service parts for the following periods from the date of final production of the product.
Page 20 PRODUCT KEY REALLOCATION To reallocate a Product Key go to the Sharp Support Portal https://support.sharp.co.uk/ login and submit a ticket.
Page 21 PRE SALES SUPPORT – TRAINING Sharp offer a team of sales consultants that are dedicated to supporting your sales team in the development of their product knowledge and supporting product demonstrations. Below are the key areas where our sales consultants can support you.
Page 22 PRE SALES SUPPORT – PRODUCTION HARDWARE Sharp have built a team of production based experts to support you in the sale of our production based equipment. Our pre-sales team can support you through the whole sales process. Below are the key areas where our sales consultants can support you. Please contact your local sales consultant to take advantage of the support that they can offer.
Page 23 PRE SALES SUPPORT – SOLUTIONS Sharp can offer a number of services to support you in the sales of both Sharp developed and third party solutions. Sharp provide free of charge pre-sales support on non-Workflow or EDM solutions to those authorised resellers that purchase their solutions from Sharp. Below are details of what we can offer as well as the process for our engagement.
Page 24 PRE SALES PROFESSIONAL SERVICES PROCESS Sharp have been integrating their equipment in to software based solutions for over 20 years and the Sharp presales solutions team have a wealth of experience in the integration of both Sharp developed and 3rd party solutions. The following proven process is used by our pre-sales team to ensure that we offer you and your customer the best possible advice in the most professional manner possible.
Page 25 UNDERSTANDING THE CUSTOMER REQUIREMENT In order to provide you with a fully Sharp scoped solution a number of discovery documents have been developed. We have documents that cover all aspects of Print Management, Document Capture and Cloud Integration. These documents pose the key questions to the end customer in relation to their network environment and specific requirements from the solution.
Page 26 QUOTING THE IDEAL SOLUTION After receiving a completed Discovery Document (either the PDF or via the support portal) our Professional Services team will provide you with a solutions quote and a Statement of Work Document. The Statement of Work Document details our chosen recommended solution, its benefits, the functionality it will offer, the training that would be provided to the customer, the server requirements, and the support requirements from the customer on the day of installation.
Page 27 SHARP SUPPORT SYSTEMS Sharp offer a number of systems to support your pre and post sales teams. The details of these can be seen in the following pages. SHARP ACADEMY E-LEARNING PORTAL The Sharp Academy is our online portal where you can access online product e-learning modules. The academy now supports both technical and sales based learning to benefit all areas of the business. Please ensure you are on the correct window. The Sharp Academy can be accessed through the following link https://www.
Page 28 SharpONE SharpONE replaces the old technical website and is now the single place to access firmware, documentation, service bulletins, special print drivers, software, hotfixes/updates & trial licenses for Sharp manufactured products and Sharp developed or promoted solutions. To access this secure area you will need to first register yourself by using this link https://www.sharp.co.uk/cps/rde/xchg/gb/hs.xsl/-/html/register.htm.
Page 29 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.
Page 30 KNOWLEDGEBASE AND KNOWLEDGE BYTE Knowledgebase has been available for a number of years and contains many useful pieces of information. Knowledgebase within the support portal includes our experiences relating to our latest equipment and solutions, Knowledgebase is constantly updated and as such reseller technicians should check Knowledgebase before phoning the Technical Support Line.
Page 31 Providing you with help and advice on the setup and use of standard built-in Sharp MFP functionality and solutions is important to us. We create Support and Solution bulletins on a regular basis and these can be downloaded from SharpONE by accessing the Post Sales > Information section shown below.
Page 32 CUSTOMER ID CARD TESTING We want your solutions installations to go smoothly and to help with this we can test your customers swipe or proximity cards to make sure that you choose the correct card reader for the customer’s environment. Simply complete the form in the link below and send sample cards or fobs and we will perform the test and return them with our recommendation of the most suitable card reader.
Page 33 SHARP CONNECT In order to provide you with the very latest information we regularly send our product information via our Sharp Connect Email mechanism. We hold a database of email addresses and send out information to those contacts within the database. If you would like to ensure that you or any member of you team does not miss any information from us, please contact us and provide all the user names and email addresses of your team and we will ensure that they are included in the system.
Page 34 HANDBOOK ACKNOWLEDGEMENT OF UNDERSTANDING & ACCEPTANCE Reseller Name: __________________________________________ Reseller Contact Name: __________________________________________ Reseller Contact Position: __________________________________________ Date: __________________________________________ ---------------------------------------------------------------------------------------------------------------------------------------We agree that the reseller handbook has been presented and explain
