Samsung Enterprise Technical Support

Premium support for Samsung mobile products

Benefits

Personalized service

Personalized service

World-class support experts

World-class support experts

Samsung insider access

Samsung insider access

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 experts are ready to conduct proactive assessments, provide reliable support and handle escalations of various sorts/degrees.

Direct access to expert engineers

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

Available

Direct access to expert engineers

Our experts 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

EMEA (Europe, Middle East, Africa)
and Asia – email/portal/phone

North America – phone

Initial response time for urgent issues
EMEA (Europe, Middle East, Africa)
and Asia – email/portal/phone
2 hours for urgent issues
North America 80% within 90 seconds

2 hours for urgent issues


80% within 90 seconds

Initial response time for urgent issues
EMEA (Europe, Middle East, Africa)
and Asia – email/portal/phone
1 hour for urgent issues
North America 90% 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.

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

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

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 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

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

Available

Beta program

Privileged and unique access to various Samsung beta programs.

Beta program

Privileged and unique access to various Samsung beta programs.

Not available

Beta program

Privileged and unique access to various Samsung beta programs.

Available

Technical training (EMEA and Asia)

Online and on-site tech training

Technical training (EMEA and Asia)

Online and on-site tech training

Online training only

Technical training (EMEA and Asia)

Online and on-site tech training

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.

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

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.

Available

Device exchange/repair (US only)

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

Device exchange/repair (US only)

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

Optional

Device exchange/repair (US only)

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

Optional

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
View more resources Hide resources
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