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 three 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.

Elite Multinational

Global Coverage

An expert engineer is available to analyze problems and provide resolutions even for the issues occurring in multiple regions.

Features

	ADVANCED	ELITE	Elite Multinational
Direct access to expert engineers (Tier 3) Enjoy quick troubleshooting from an experienced team of Samsung mobility experts and engineers.	Available	Available	Available
Operation hours for Severity 1 (hours/days)	10/5 (Europe, the Middle East, Africa, and Asia) 12/5 (North America)	24/7	24/7
Number of named callers The number of users with direct communication privileges.	2	6	6
Initial response time for Severity 1 Europe, the Middle East, Africa, and Asia - email/portal/phone North America - phone	2 hours	1 hour	1 hour
Supported location	Within the country	Within the country	Multiple countries
Designated Support Account Manager (SAM) Work with a trusted advisor at Samsung integrated with the global technical support organization to ensure critical cases are properly prioritized.	Not available	Available	Available
OS beta program and security patch schedule Get early access to software binary to ensure it works well with your business apps and devices.	Not available	Available	Available
On-site technical support Work with a Samsung technical engineer. This service is limited to Severity 1 technical issues only.	Not available	One time (up to 3 days)	One time (up to 3 days)
Regular reporting and teleconference review Written reports and interactive virtual meetings from Samsung’s team of experts.	Not available	Available	Available
In-depth technical training sessions Online and on-site tech training, only available in Europe, the Middle East, Africa, and Asia.	Not available	Available	Available
Samsung mobile vulnerability bulletin service Get regular reports with information on vulnerabilities affecting our solutions and how they’re being fixed.	Available	Available	Available
Pricing	Contact Sales	Contact Sales	Contact Sales

Compatibility

Locations

Resources

Service guide (North America) Service guide (EMEA and Asia) Service guide Appendix (EMEA and Asia) Flyer (EMEA and Asia) Leaflet (EMEA and Asia) Flyer (North America)