Samsung Partner
Technical Support
Premium technical support for partners provided by Samsung’s mobility experts
Keep your mobile workforce running efficiently with a dedicated Samsung account manager by your side. Providing Tier-3 support coverage across your devices and solutions.
Dedicated and professional support
Dedicated Support Account Managers for your every need
A trusted advisor assigned as your contact within Samsung from the get-go.
Online self training for your IT teams.
Dedicated and customized periodic reports and updates, including:
- Regular reviews on issue resolution analysis and product updates.
- Timely notifications for urgent security updates.
Direct and professional technical support
Get comprehensive support across Samsung hardware, OS, and solutions
Get direct Tier-3 support for advanced issues only an experienced Samsung team can handle.
Priority early access
Gain direct, early access to upcoming programmes and version testing
Get insider access to beta OS upgrades.*
Opportunities to test Knox solutions before official updates or releases.
Visibility on product roadmap information for new updates and releases, if available.
Access to NFR (Not for Resale) Knox licenses for your business.
*May vary by location and device
Support offerings
Samsung has designed three levels of support so you can choose the one that fits your organization best.
Features
| ADVANCED | ELITE | ELITE MULTINATIONAL | |
|---|---|---|---|
| Direct access to expert engineers Our experts are ready to conduct assessments, provide reliable support and handle escalations of various sorts / degrees. | Available | Available | Available |
| Operation hours | Business hours | 24/7 for severity 1 issues (via tickets) | 24/7 for severity 1 issues (via tickets) |
| Maximum number of tickets | 30 | Unlimited | Unlimited |
| Number of named callers | 2 | 6 | 6 |
| Initial response time for urgent issues - EMEA(Europe, Middle East, Africa) and Asia – email/portal/phone - North America – phone | 2 hours for urgent issues | 24/7 for severity 1 issues | 24/7 for severity 1 issues |
| Supported location | Within the country | Within the country | Multiple countries |
| 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. | Not available | Available | 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 | Not available | Available | Available |
| Beta program and Not-for-resale Knox license Privileged and unique access to various Samsung beta programs.Also Not-for-resale Knox Suite Licenses are provided for your business. * May vary by region and device | Not available | Available | Available |
| Technical training (EMEA and Asia) Online self training | Available | Available | Available |
| Pricing | Contact sales | Contact sales | Contact sales |
Compatibility
Partner with us
Contact sales
Talk to one of our sales experts to learn more about Samsung Partner Technical Support
CONTACT SALESAccess service console
Log in to your Partner Technical Support console to start using with a commercial license.
Join as a partner
Sign up to Knox Partner Program to access more benefits as a partner.
BECOME A PARTNER