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 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.
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.
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 |
Compatibility
Resources
Secure your business with Samsung Knox today
