Keep your team running efficiently with a designated Samsung account manager by your side and Tier-3 support coverage across your devices.
Dedicated and professional support
Enjoy a designated Support Account Manager assigned as your trusted advisor and contact within Samsung to assist with online self-training for your IT teams. You’ll receive dedicated and customized periodic reports, including regular reviews on issue resolution analysis and timely notifications for urgent security updates.
Direct and professional technical support
Take advantage of comprehensive support across Samsung hardware, operating systems and solutions. This direct Tier-3 support addresses advanced issues only an experienced Samsung team can handle.
Priority early access
Gain direct, early access to upcoming programs and version testing, including inside looks at beta OS upgrades,1 opportunities to test Knox solutions before official updates or releases, visibility into product roadmap information (if available), and access to NFR (Not for Resale) Knox licenses that benefit your business.
Support offerings
Samsung has designed three levels of support so you can choose the one that fits your organization best.
Essential
Samsung Essential Technical Support for SMB is uniquely designed to provide enterprise-level support without breaking the budget. Gain access to a team of experts that can troubleshoot whatever issues you are having. 10 support requests per year and 2 named callers, any company, can now have access to our world-class support services.
Advanced
Samsung is committed to enterprise support. Tier-3 mobility experts are only a call away. Directly access an experienced team of mobility experts by phone, email and portal.
Elite
Your Support Account Manager serves as an extension of your team, working closely with the entire Technical Support organization to help ensure consistent management and prioritization of critical issues.
Elite Multinational
An expert engineer is available to analyze problems and provide resolutions anywhere you are calling from around the world.
|
Enterprise Technical Support |
Essential Technical Support for SMB |
Advanced Technical Support |
Elite Technical Support |
Elite Multinational Technical Support |
Professional Engineering Services |
|---|---|---|---|---|---|
|
Maximum employee size |
Less than 1,000 |
Unlimited |
Unlimited |
Unlimited |
Unlimited |
|
Access to Tier-3 experts |
|||||
|
Named callers |
2 |
2 ² |
6 ² U.S. Only |
12 1,2 |
12 ² |
|
Supported locations |
Multiple within U.S. |
Multiple within U.S. |
Multiple Countries |
Multiple Countries |
Multiple within U.S. |
|
Phone support (toll-free) |
12 x 5 |
12 x 5 |
24 x 7 |
24 x 7 |
|
|
Maximum support tickets per year |
10 |
Unlimited |
Unlimited |
Unlimited |
|
|
Service portal and email support |
✔ |
✔ |
✔ |
✔ |
|
|
Single point of contact, ownership and issue resolution |
✔ |
✔ |
✔ |
✔ |
|
|
Troubleshooting lab |
✔ |
✔ |
✔ |
||
|
Response charter |
|||||
|
Portal/email response (regardless of severity) |
1 business day |
1 business day |
2 hours |
2 hours |
|
|
Status updates |
Standard |
Standard |
Enhanced |
Enhanced |
|
|
Support coverage |
|||||
|
Troubleshooting hardware (Samsung devices) |
✔ |
✔ |
✔ |
✔ |
|
|
New OS release support (Samsung devices) |
✔ |
✔ |
|||
|
Samsung mobile vulnerability communication service |
✔ |
✔ |
✔ |
✔ |
|
|
EMM / MDM Interoperability |
✔ |
✔ |
✔ |
✔ |
|
|
Collaborative support for enterprise applications |
✔ |
✔ |
✔ |
✔ |
|
|
Knox Workspace enhanced support |
✔ |
✔ |
✔ |
✔ |
|
|
Knox Configure enhanced support |
✔ |
✔ |
✔ |
✔ |
|
|
Service account management |
|||||
|
Designated Service account manager |
✔ |
✔ |
|||
|
Regular case reviews and reporting |
✔ |
✔ |
|||
|
Escalation management |
✔ |
✔ |
|||
|
Designated engineer |
|||||
|
Project hours |
up to 1 year |
||||
|
Post-deployment consulting (uses hours) |
✔ |
||||
|
Solution deployment and configuration (uses hours) |
✔ |
||||
|
Solution consulting (uses hours) |
✔ |
||||
|
Detailed technical training (uses hours) |
✔ |
||||
|
Technical ownership of critical incidents |
✔ |
||||
|
On-site service review / planning |
1 per quarter |
Resources
Contact a business services specialist
Provide your contact details and a business services specialist will get back to you. Or call (866) 726-4249 to talk to an expert now.
© 2023 Samsung Electronics America, Inc. All rights reserved. Samsung is a registered trademark of Samsung Electronics Co., Ltd. All products, logos and brand names are trademarks or registered trademarks of their respective companies. Screen images simulated.
1May vary by location and device.
2Expandable with Additional Named Caller option.
Contact a sales expert
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