Samsung Enterprise Technical Support

Premium support for Samsung mobile products

Benefits

Unparalleled Samsung support

Unparalleled Samsung support

Wide support coverage

Wide support coverage

Single point of contact

Single point of contact

Support offerings

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

Advanced

Elite

Features

  ADVANCED ELITE ADVANCED ELITE
Direct access to expert engineers

Our Samsung mobility engineers are ready to conduct proactive assessments, provide reliable support and handle escalations of various sorts/degrees.

Direct access to expert engineers

Our Samsung mobility engineers are ready to conduct proactive assessments, provide reliable support and handle escalations of various sorts/degrees.

Available

Direct access to expert engineers

Our Samsung mobility engineers are ready to conduct proactive assessments, provide reliable support and handle escalations of various sorts/degrees.

Available

Operation hours
Operation hours

Business hours

Operation hours

24/7 for urgent issues

Initial response time for urgent issues

Europe - email / portal / phone

North America - phone

Initial response time for urgent issues
Europe - email / portal / phone 2 hours
North America 80% within 90 seconds

2 hours

80% within 90 seconds

Initial response time for urgent issues
Europe - email / portal / phone 1 hour
North America 90% within 90 seconds

1 hour

90% within 90 seconds

Samsung Mobile Vulnerability Communication 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.

Samsung Mobile Vulnerability Communication 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

Samsung Mobile Vulnerability Communication 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

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.

Support Account Manager (SAM)

You are assigned a dedicated Support Account Manager (SAM), who is their 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

Support Account Manager (SAM)

You are assigned a dedicated Support Account Manager (SAM), who is their trusted advisor and advocate within Samsung. This person works closely with the entire Technical Support organization to ensure critical cases are properly prioritized.

Available

Technical training

When major OS upgrades or new Knox IT solutions are released, we provide tech training so that your company’s IT Admin is kept up-to-date and is able to respond effectively and efficiently.

Technical training

When major OS upgrades or new Knox IT solutions are released, we provide tech training so that your company’s IT Admin is kept up-to-date and is able to respond effectively and efficiently.

Europe only

Technical training

When major OS upgrades or new Knox IT solutions are released, we provide tech training so that your company’s IT Admin is kept up-to-date and is able to respond effectively and efficiently.

Europe only

On-site tech support

If our technical support team cannot reproduce a critical issue, you may request for an onsite visit of an engineer. Our mobility expert will work on the issue resolution directly at your chosen location. (Free one time up to 3 days)

On-site tech support

If our technical support team cannot reproduce a critical issue, you may request for an onsite visit of an engineer. Our mobility expert will work on the issue resolution directly at customer’s chosen location. (Free one time up to 3 days)

Not available

On-site tech support

If our technical support team cannot reproduce a critical issue, you may request for an onsite visit of an engineer. Our mobility expert will work on the issue resolution directly at customer’s chosen location. (Free one time up to 3 days)

Europe only

Device exchange option:

Advanced replacement device will be sent to you the next business day in order to minimize business downtime.

Device exchange option:

Advanced replacement device will be sent to you the next business day in order to minimize business downtime.

US only

Device exchange option:

Advanced replacement device will be sent to you the next business day in order to minimize business downtime.

US only

Device repair option:

Ship-in repair of device.

Device repair option:

Ship-in repair of device.

US only

Device repair option:

Ship-in repair of device.

US only

Pricing

 

Pricing

 

Contact Sales

Pricing

 

Contact Sales

Availability

Product types

Product types

1, 2, or 3-year
Supported devices

Supported devices

All Samsung devices
Supported locations

Supported locations

View all locations

Resources

Service guide (North America)

An in-depth overview of the Enterprise Technical Support service available in North America.

View PDF
Contact a business sales expert

Our Knox sales team is ready to collaborate with you to address your biggest business challenges. Please provide your contact details to get started with a free trial or discuss a project with our sales team.