Samsung Enterprise Technical Support

Keep your mobile workforce running efficiently and seamlessly with dedicated Samsung account manager at your service. Providing end-to-end support coverage across devices, operating systems, and solutions all direct from Samsung.

Dedicated and tailored support

Dedicated Support Account Managers for your every need

A trusted advisor assigned as your contact within Samsung from the get-go.
In-depth technical training for your IT teams.
Dedicated and customized periodic reports and updates, including:
- Regular reviews on issue resolution analysis and product updates.
- Timely notifications for urgent security updates.

Direct and integrated technical support

Enjoy peace of mind with end-to-end coverage across Samsung hardware, OS, and solutions

Get direct support from an experienced team of Samsung mobility experts and engineers across various fields.
On-site technical support on highest severity issues (not available in North America regions).

Priority early access

Gain direct, early access to upcoming programmes and version testing

Get insider access to beta OS upgrades.
Opportunities to test Knox solutions before official updates or releases.
Visibility on product roadmap information for new updates and releases.

Support offerings

Samsung has designed two levels of support so you can choose the one that fits your organization best.

Advanced

Mobility expertise on demand

Direct access to our own internal team of experts via phone, email and portal.

Elite

Proactive account management

The Support Account Manager (SAM) is a dedicated resource who serves as an extension of your team. The SAM is responsible for issue triage, all reporting, and escalations with Samsung’s support and engineering organization.

Features

	ADVANCED	ELITE
Direct access to expert engineers Our experts are ready to conduct proactive assessments, provide reliable support and handle escalations of various sorts/degrees.	Available	Available
Operation hours	Business hours	24/7 for urgent issues
Initial response time for urgent issues -EMEA (Europe, Middle East, Africa) and Asia – email/portal/phone -North America – phone	2 hours for urgent issues 80% within 90 seconds	1 hour for urgent issues 90% within 90 seconds
Samsung mobile vulnerability bulletin service New vulnerabilities to security and performance are discovered daily. This service provides regular reports with information on those affecting our solutions, along with remediation steps being taken.	Available	Available
Support Account Manager (SAM) You are assigned a dedicated Support Account Manager (SAM), who is your trusted advisor and advocate within Samsung. This person works closely with the entire technical support organization to ensure critical cases are properly prioritized	Not Available	Available
Beta program Privileged and unique access to various Samsung beta programs.	Not Available	Available
Technical training (EMEA and Asia) Online and on-site tech training	Online training only	Available
On-site tech support (EMEA and Asia) On-site technical support will be provided by a Samsung technical engineer. This service is limited to severity 1 technical issues only.	Not Available	Available
Device exchange/repair (US only) Advanced replacement device will be sent to you the next business day in order to minimize business downtime.	Optional	Optional
Pricing	Contact Sales	Contact Sales