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.

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

  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.

Stay in the know

Stay in the know

Contact a sales expert

Contact a sales expert

Get in touch with our sales team to discuss tailored solutions for your business. You can call (866) 726-4249 to talk to an expert now, or use the form below to submit your requests.

Get product support

Get product support

Find manuals, downloads, warranty information and more. We also offer FAQs and demos to help with business product questions.