Samsung Care+ for Business Frequently Asked Questions

Samsung Care+ for Business is a device protection service that safeguards your device against accidental, physical, and liquid damages in addition to technical or mechanical failures. Samsung offers three types of protection plans for business, government, and education customers. The services are Extended Warranty (EW), Accidental Damage from Handling (ADH), and Elite Services (ES) for enterprise customers that have large fleets.

Samsung Care+ for Business Extended Warranty (EW) extends the manufacturer's warranty of Samsung mobile phones, tablets, Chromebooks, PCs, and wearables. With this plan, you can enjoy the same services offered during Samsung's standard limited warranty period for an additional duration beyond the initial warranty expiration. EW covers electrical and mechanical breakdowns or technical malfunctions.

Samsung Care+ for Business Accidental Damage from Handling (ADH) protects your device from unforeseen and unintentional physical damage due to handling errors, liquid, or external events that prevent the product's normal operation—meaning its usability or safety is affected. All ADH protection plans include an online portal for asset tracking and hassle-free repairs.

Samsung Care+ for Business Elite Services (ES) protect 100% of your registered fleet in addition to providing stackable services such as direct access to a team of Tier-3 experts, troubleshooting support, deployment assistance with new OS releases, and product consultation to help you discover new and innovative ways to grow your business, government agency, or school. All ES plans include an online portal for asset tracking, hassle-free repairs, and optional next-day advanced device exchange.

Samsung Care+ for Business protects your business against unexpected device breakdowns or accidental damages during device ownership. As a result, you can extend the life cycle of your devices while improving your return on investment. Samsung Care+ for Business does not require deductibles or shipping fees, reducing downtime, delays, and extra costs. Both forward and reverse shipping costs are included (some limitations apply) with each plan.

Through Samsung Care+ for Business advanced device exchange services, customers will enjoy a replacement device on the next business day and before sending their damaged device back for repair. You will also receive access to Samsung's online portal, which provides a real-time view of your devices. Manage each device life cycle from enrollment to retirement. Quickly and easily track subscription and repair status. And review detailed policy and device information at a glance.

In summary, Samsung Care+ for Business improves business continuity, lowers investment costs in seed stocks and logistics, and increases productivity by allowing customers to focus on their core business. From slippery hands to screen damage to spills, Samsung Care+ for Business keeps you protected and your businesses moving.

Once an Accidental Damage from Handling (ADH) claim is approved, the Samsung Care+ for Business policy will provide a replacement device that is the same or similar to the current device. Please note that the replacement device may be a Samsung Certified Renewed device and not the same color and a different model with similar features.

The replacement device will be shipped next-day service. After receiving the replacement device, customers should transfer their data to the new device and returned the damaged device within 14 days.

If the damaged device is not returned within 14 days, the Customer will be charged a fee equivalent to the replacement cost of the unreturned device.

Standard Limited Warranty, Extended Warranty, and Accidental Damages from Handling services are all available for Samsung Certified Renewed (CRN) devices. The coverage for CRN devices is the same as new Samsung devices.

See FAQ item 1.4 above for additional details regarding Samsung Care+ for Business ADH and EW protection plan.

You can view the Standard Limited Warranty Terms & Conditions online.

Samsung Care+ for Business Accidental Damage (ADH) services plan is eligible for purchase within 60 days of device purchase.

Samsung Care+ for Business Extended Warranty (EW) coverage can be purchased up to twelve months after device purchase.

Samsung Care+ for Business Elite Services (ES) can be purchased at any time. Some limitations apply. Please note that the policy terms may vary by the model due to the serviceability of the device.

Samsung Care+ for Business cannot be purchased for refurbished or used devices, except Samsung Certified Renewed (CRN) devices from Samsung Electronics America.

Samsung Care+ for Business device protection is automatically activated as soon as you purchase the service agreement, and your reseller registers the device(s) IMEIs or serial numbers. Once activated, you will receive a Service Contract Certificate by email from Samsung or its Third-Party Administrator that includes the terms and conditions of your policy in addition to a list of the devices that were activated.

Please contact Samsung's Third-Party Administrator if you did not receive the Service Contract Certificate by email within 48 hours after purchase. The customer support center contact information is:

• Samsung Care+ for Business Support Toll-Free #: 833-965-1615
• Email: enterprisesupport@servify.tech

Please have your IMEI or Serial Number ready for faster service.

1. The Standard Limited Warranty, which Samsung provides during the first year, shall commence on:

• the first consumer purchaser's purchase date (PO Date), or
• three months after the device manufacture date, whichever occurs first.

The warranty shall continue for one year after the above date.

2. The Extended Warranty start date commences after the expiration of the "Standard Limited Warranty" and will be published on the Service Contract Certificate (the "Benefits Summary Page") provided to the Customer by Samsung or its Third-Party Administrator.

3. The Accidental Damage start date commences upon the start date published on the Service Contract Certificate (the "Benefits Summary Page") provided to the Customer by Samsung or its Third-Party Administrator.

You will be eligible for a claim once you receive your Samsung Care+ for Business Service Contract Certificate. The certificate should be received by email within 48 hours after purchase. Contact us at the following number or email if the certificate was not received:

• Samsung Care+ for Business Support Toll-Free #: 833-965-1615
• Email: enterprisesupport@servify.tech

Have your IMEI or Serial Number ready for faster service. Please note that devices that have undergone unauthorized repairs or contain non-genuine parts will not be covered under the plan.

1. Samsung Care+ for Business Service Plans (SERVIFY)
For Samsung Care+ for Business Service Plans, we provide the following two options for repair service:

Online Portal Claim Services
a. Go to Samsung Claims Portal: SamsungEnterprise.servify.tech
b. Have your plan confirmation and IMEI or Serial Number ready for faster service.
c. Samsung provides a free shipping label which should be used to send eligible devices to Samsung's authorized service center.
d. Call our customer support center at 833-965-1615 if you require detailed instructions for filing an online portal claim.

Email Claim Services
a. Send an email to: enterprisesupport@servify.tech
b. The following information is required and must be included in your email to open a service ticket:

• Portal User ID Email Address (if available)
• End-customer company name
• Model # for the device that is impacted
• IMEI / Serial # (depending on if LTE or not)
• Detailed description of the issue

c. Once the claim is approved, Samsung will email a free shipping label, which should be used to send eligible devices to Samsung's authorized service center.
d. Call our customer support center at 833-965-1615 if you require detail instructions on filing an email claim.

2. ProCare Service Plans (ASSURANT)
For ProCare Service Plans, we provide the following two options for repair service:

Mail-in Claim Services*: Plano, TX
a. Call the Toll-Free Hotline: 1-866-SAM4BIZ (1-866-726-4249)
b. Samsung will provide repair support over the phone and provide a free shipping label.
c. If the issue was resolved during the call, Samsung will close the ticket.
d. If the issue was not resolved, the following will occur:

• Samsung will email the Customer a pre-paid mailing label
• Customers shall use the pre-paid label to send eligible devices to Samsung's authorized service center for repair. Please include the following required information:
  • Email address, company name, and end username
  • Model # for the device that is impacted
  • IMEI / Serial # (depending on if LTE or not)
  • Detailed description of the issue
  • Samsung repairs device
  • Samsung ships device back to Customer
  • Samsung will close the ticket once finished



Smartphones Walk-In Claim Services*: 400+ Stores across the US.
a. Drop off locations: Samsung Store Locator or uBreakiFix Store locator
b. Walk-in repair available for Galaxy Smartphones only
c. You must bring the defective device with the valid Model/IMEI to the store




Coverage Verification Notes:
To verify a device is covered by a ProCare device protection plan before requesting a repair, use the following link and enter the device's serial number: https://www.portalsamsung.com/login/?lang=en. uBreakiFix reps can use the same link at their walk-in facility. Alternatively, ProCare warranty coverage for a broken device can also be validated by calling the above toll-free hotline. Verifying coverage before repair ensures there won't be any out-of-pocket costs for the Customer.

^*Mail-in or Walk-in personnel will determine if the device's issue is covered by the manufacturer's warranty or the paid ProCare device protection plan. If the manufacturer's warranty does not cover the issue, or if it has expired, the ProCare plan will cover the device. If the ProCare coverage period has expired, or if the device has never had ProCare coverage, any service will become a billable event.

No. Samsung Care+ for Business does not require deductibles or service fees.

1. Samsung Care+ for Business Service Plans (SERVIFY)
For Samsung Care+ for Business Service Plans, you can check your claim through either of the following options. Please have your IMEI or Serial Number ready for faster service.

• Telephone: Call the Toll-Free #: 833-965-1615
• Online Portal: http://samsungenterprise.servify.tech
• Email: enterprisesupport@servify.tech

2. ProCare Service Plans (ASSURANT)
For ProCare Service Plans, you can check your claim through either of the following options. Please have your IMEI or Serial Number ready for faster service.

• Telephone: Call the Toll-Free #: 1-866-SAM4BIZ (1-866-726-4249)
• Online Portal: www.portalsamsung.com/login/?lang=en

We advise you read the full terms and conditions of your service plans. The following list is not a legal description and is provided for informational purposes. Some of the key exclusions to Samsung Care+ for Business service plan are:

a) A pre-existing condition known to You (“pre-existing condition” refers to a condition that within all reasonable probability, relates to the functional fitness of the Covered Device screen before this Contract was purchased);
b) Any claim for service to or replacement of the Covered Device that has not been prior authorized by the Administrator;
c) Servicing of the Covered Device in association with a non-covered claim, and shipping or delivery charges associated with the initial purchase of the Covered Device;
d) Fortuitous events; including, but not limited to: environmental conditions, exposure to weather conditions or perils of nature; collapse, explosion or collision of or with another object; fire, any kind of precipitation, lightning, dirt/sand, smoke, nuclear radiation, radioactive contamination, riot, war or hostile action;
e) Breakdown or damage that is covered under any other insurance, warranty, guarantee and/or service agreement providing the same benefits as outlined in this Contract;
f) Abuse (meaning, the intentional treatment of the Covered Device in a harmful, injurious, malicious or offensive manner which results in its damage and/or breakdown), neglect, negligence, misuse, intentional harm or malicious mischief of or to the Covered Device;
g) Theft or mysterious disappearance, loss (unforeseen disappearance) or vandalism of or to the Covered Device;
h) Rust, corrosion, warping, bending, animals, animal inhabitation or insect infestation;
i) Any upgrades, attachments, accessories or peripherals, or any breakdown or damage to these items except as expressly provided for under this Plan, as described under the definition of Covered Device. Any and all other accessories are expressly excluded irrespective of whether such accessories were included with the original purchasing or purchased separately.
j) Any items that are consumer replaceable and designed to be replaced over time throughout the life of the Covered Device; including, but not limited to batteries, except as otherwise expressly provided for under the Coverage Plan Options section; any and all degradation of battery capacity occurring after 12 months from the purchase date of this Plan;
k) Improper removal or installation of replaceable components, modules, parts or peripherals and/or installation of incorrect parts;
l) Routine, periodic or preventative maintenance;
m) Lack of providing manufacturer’s recommended maintenance or operation/storage of the Covered Device in conditions outside manufacturer specifications, or use of the Covered Device in such a manner as would be voidable coverage under the manufacturer’s warranty, or use of the Device in a manner inconsistent with its design or manufacturer specifications;
n) Adjustment, manipulation, modification, removal or unauthorized repairs of any internal component/part of a Covered Device performed by anyone other than a service center/technician authorized by the Administrator or the manufacturer;
o) Any kind of manufacturer recall or rework order on the Covered Device, of which the manufacturer is responsible for providing, regardless of the manufacturer’s ability to pay for such repairs; or
p) Any Claim related to cosmetic damage (meaning damages or changes to the physical appearance of the Covered Device that does not impede or hinder the normal operational function; such as scratches, abrasions, or changes in color, texture, or finish) or structural imperfections (when such do not impair the overall functionality of the Covered Product);
q) Service or replacement outside the 50 States and the District of Columbia of the United States of America.