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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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.
Roles and
Responsibilities
Customer relationship management.
End user support and training.
Provide telephone, e-mail and onsite technical support for the customer’s system
administrator.
Technical support of documented feature functionality, how to questions, general
inquiries and frequently asked questions.
Installation of all known patches and software updates prior to problem diagnostics.
Technical support of published firmware updates, patches and supplements.
Technical support of the solution application integration with the customer’s network
and the associated operating system
Problem diagnostics, isolation and troubleshooting
Support of the installation teams
Research KNOWLEDGE BASE for “known or previously reported” problems / solutions.
Delivered by
Sharp Reseller
Tier 2 Support – Sharp Provided Support
This level of support is designed to resolve issues escalated by a Sharp reseller. During this support, Sharp will
track and aim to overcome all reported problems and to undertake fault isolation and problem diagnostics on all
reported issues.
Support Tier
Tier 2
Description
Advanced Technical support for the software solution
Roles and
Responsibilities
Management of Sharp reseller escalations
Research Sharp Global KNOWLEDGE BASE for “known or previously reported” issues
Research solution vendor KNOWLEDGE BASE for “known or previously reported”
issues
Remote Access technical support where required
Isolation and duplication of un-resolved technical issues
Proactive notification and management of firmware and software supplements, patches
and hot fixes for Sharp resellers and Software Vendor/Developer