Sharp Authorized Reseller Handbook Sept 2021

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.
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