GENERAL (serv.man7). SHARP ECR EPOS DISTRIBUTOR POLICY - Sharp EPOS Handy Guide. Page 5

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7.0
Distributors Nominated Dealer Service Standards
.
It is the Distributors responsibility to ensure that their nominated Dealers are capable of providing a
high standard of service to their customers.  Therefore, the Distributors nominated Dealer must be
capable of providing the following support.
7.1 
Product Specification, inform prospective customers of the product specification as
defined in Sharp literature.
7.2  
Product Maintenance Agreements,  detail additional warranties or guarantees
offered to the customer. This should be inclusive of warranty exclusions such as
customer neglect, the dealers hours of business, service response, contact
information, sales, order process, service and training.
7.3 
Installation & Commissioning, ensure that the Dealer  can  install, commission and
train the operators on the product as defined in Sharp technical documentation.
7.4 
Maintenance, must be capable of performing routine service and fault diagnosis and
have the ability to fit technical updates as issued by the Distributor.
7.5 
Safety, perform service functions in a safe manner and undertake  safety related
checks on the product.  In addition provide safety information such as Material Safety
Data Sheets on consumable items used by the customer.
7.6
Service Control System, demonstrate their capability in the recording and
controlling of service calls, eg, record date of call, caller, model, serial number, call
type (service, consumable request, fault, description of fault, time call allocated to
engineer, time call cleared, parts fitted).
Additionally the dealer must be capable of producing service statistics to demonstrate
that it is capable of meeting contractual obligations undertaken.
7.7
Spare Parts -  the Dealer must maintain adequate stocks to ensure that their Return
To Fit Ratio of less than 15%.
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