Samsung Enterprise
Technical Support
Premium technical support for enterprises provided by Samsung's mobility experts
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 Support Account Managers for your every need
Enjoy peace of mind with end-to-end coverage across Samsung hardware, OS, and solutions
Gain direct, early access to upcoming programmes and version testing
Samsung has designed two levels of support so you can choose the one that fits your organization best.
Mobility expertise on demand
Direct access to our own internal team of experts via phone, email and portal.
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.
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 |
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 |