Sharp Authorized Reseller Handbook Sept 2021

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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 [phone]) or through our online support portal
https://support.sharp.co.uk
where you can create your own user account and post your issue directly into our
support system. For non-urgent hardware related issues or for any connectivity/solution issues the online Sharp
Support Portal is the recommended route of escalation. For more information on the support portal please see
the section later within this document.
The telephone support line should be used for urgent hardware, connectivity or solutions calls. The callers to this
telephone line are typically onsite at a customer and have exhausted all the available resources to help them
diagnose their problem, this will include service manuals, technical bulletins and knowledgebase entries. The
telephone line is available Monday to Friday 9.00am to 5.00pm. Passing the basic copier on-line test is a pre-
requisite for hardware calls.
Calls received from technician’s that are onsite will have their full contact details noted and will be called back by
a technical specialist. Any other enquiry to this line will be treated as non-urgent with the technician being
requested to email in the full details of the issue or raise them directly on the support portal. Where an escalated
problem cannot be resolved within this first telephone call, and a request to the caller for more information is
made. If that information is not supplied to Sharp within 5 working days, the call will be closed.
Note that any advice given on the Technical Support Line can only be as good as the information supplied by the
technician, and as such is given in good faith. No responsibility is assumed by Sharp for any parts fitted as a
result of advice given which subsequently does not result in a resolution.
Prior to contacting the Technical Support Line callers should escalate the problem internally utilising the
knowledge of their own internal colleagues and service manager. The Sharp Support Portal and SharpONE web
portals should also be used to obtain the latest information, print drivers, firmware & software on potential
resolutions prior to any escalation to our team. Please refer to the back of this document for an explanation of
each of these sources of information.