Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

[EU] Samsung Enterprise Tech Support

1,544 views

Published on

Samsung Enterprise Tech Support

Published in: Technology
  • Be the first to comment

[EU] Samsung Enterprise Tech Support

  1. 1. Sales deck V2.0 – EMEA Sep. 2018 Global Mobile B2B Team Samsung Electronics EXTERNAL
  2. 2. 2 About Samsung Enterprise Tech Support Enterprise Tech Support ensures that your organization is equipped with the necessary expertise, as provided by Samsung mobility engineers. Our experts are ready to conduct proactive assessment, provide reliable support, handle escalations of various sorts/degrees, as well as tailor solutions to fulfill your organization's unique needs. Samsung's direct tech support and troubleshooting of mobile related issues in enterprise IT environment , which keeps your mobile workforce working efficiently *Samsung’s offerings will initially begin with Advanced and Elite. *See Services Guide for restrictions. All services subject to the Samsung Enterprise Tech Support TOS
  3. 3. 3 Benefits for your business Unparalleled Samsung Support Trust worthy Wide Support Coverage Comprehensive Single point of contact Easy Samsung provides you with a unique level of support on Samsung mobile devices, due to the fact that it develops hardware, operating systems, and enhanced mobile security solutions Samsung assist in a variety of issues, including new mobile operating systems, software and security updates, as well as enterprise solution interoperability issue. Samsung provides you with direct access to an experienced team of mobility experts who will act as your single point of accountability while providing advanced troubleshooting.
  4. 4. 4 Offerings Samsung’s offerings, which are based on different support options, are designed to meet your organization’s individual needs. Choose the option that fits your organization Key Feature ① Advanced ② Elite Direct access to expert engineer (Tier3) 1) (Customer Portal, Email, Phone) O O Operation Hour for Severity1 10 X 5 (hours/days) 24 X 7 Named Caller(Customer IT admin) 2 6 2) Initial Response for Severity1 2 hours 1 hour Designated SupportAccount Manager X O 3) Technical Training O O CustomerOn-Site Support X One time (up to 3days) 4) Regular Reporting X O Customer List Price 5) (per 1year/2years/3years) $$ (per customer) $$ (per customer) 1) Official language is English 2) Expandable with additional named caller option 3) Expandable with additional SAM option 4) Expandable with additional on-site support 5) For details, contact sales rep ※ Samsung’s offerings will initially begin with Advanced and Elite.
  5. 5. 5 Coverage Enterprise Mobility Management · New device addition · New updates · Device configuration settings Enterprise applications · Deployment troubleshooting · Abnormal behavior analysis · Exchange Active Sync · Native email client · KNOX Product line · E-FOTA Device support · Display · Battery · Memory · Camera Operating System support · Updates · Configuration Connectivity / location services · GPS · NFC · Wi-Fi · VPN · Bluetooth Interoperability support Samsung Enterprise Solution Device Troubleshooting
  6. 6. 6 Key Features · Key features 4. Support Account Manager 5. Onsite Tech Support Enterprise Tech Support 1. Direct Access to Tier3 Engineer · Direct access to an experienced team of mobility experts (Advanced/Elite) 2. Samsung Mobile Vulnerability Communication Service · Timely updates on newly discovered security concerns and the remediation steps being undertaken (Advanced/Elite) 3. Tech Training · Online Training (Advanced/ Elite) · On-demand onsite training (Elite) · Customer dedicated support manager (Elite) · Expert Engineer visit to customer site (Elite)
  7. 7. 7 Key Features (1) Direct Access to Tier 3 engineer Samsung knows accurately when it comes to Samsung devices. Enterprise Tech Support offers direct access to an experienced team of mobility experts. Customer (IT Admin) Samsung (SRPOL R&D Center) • Customer Portal • Email • Phone
  8. 8. 8 · Samsung Mobile Vulnerability Communication Service - Timely updates on newly discovered security concerns and the remediation steps being undertaken - Provides the following information · Common Vulnerabilities and Exposures as well as System Vulnerability and Effectiveness reference · Description of the Vulnerability · Affected Devices · Samsung Security · Resolution · Mitigation and Technical Solutions Key Features (2) Direct Access to Tier 3 engineer
  9. 9. 9 Key Features (3) Tech Training When major OS upgrades or new Samsung enterprise solutions are released, we provide tech training so that your company’s IT Admin is kept up-to-date and is able to respond effectively and efficiently. Target audience Training cycle Training methods · “Named Callers” of Enterprise Tech Support · Admins and experts in the relevant IT fields · Prior to being accepted as ”Named Caller” · Refreshed every 12 months · Within 3 months after major OS version release · Online Training : documents and instructional videos in customer portal · On-demand onsite training (Elite)
  10. 10. 10 Key Features (4) Support Account Manager The Support Account Manager, also referred to as a SAM, is a dedicated support manager. The SAM is there to serve as an extension of your team, and escalation manager within Samsung, and furthermore to be your company’s trusted advisor. Expert engineer Expert engineer Expert engineer CustomerSAM Regular report * Eligible for Elite
  11. 11. 11 Key Features (5) Onsite Tech Support You might not know what to do when a critical issue arises. An expert engineer visits your site to analyze problems and provides resolutions. Beginning of contact Kick-Off Meeting 1 day One time for critical issues Up to 3 days Unlimited (with additional charge) Customer on-demand During the contract * Eligible for Elite
  12. 12. 12 Thank you
  13. 13. 13 Options Descriptions Additional Named Caller Organizations requiring additional named callers can use this options to and 2 named callers per SKU Additional SAM Organizations requiring additional SAM(Support Account Manager) can use this option to add 1 SAM per SKU Additional On-Site support Organizations requiring additional on-site tech support can use this options to add 1day per SKU Per incident support Organizations requiring incident support without any Enterprise Tech Support entitlement can use this option. Up to 8 hours per SKU Offerings Additional Options 1) Expandable with Additional Named Caller Option 2) Expandable with Additional SAM (Support Account Manager) Option 3) Expandable with On-Site Support Option 4) 8am-6pm (CET/CEST) biz hours, Mon-Fri + weekends and after hours on call duty Introduction Enterprise Tech Support provides your organization with the expertise of Samsung mobility engineers. Our experts are ready to provide proactive assessment, reliable support and escalated response, as well as tailor solutions for your organization’s specific needs. * See Service Guide for restrictions. All services subject to the Samsung Enterprise Tech Support Terms and Conditions. For details for SKU, contact sales rep. Unparalleled Samsung Support Samsung provides you with a unique level of support on Samsung mobile devices, due to the fact that it develops hardware, operating systems, and enhanced mobile security solutions Wide Support Coverage Samsung assist in a variety of issues, including new mobile operating systems, software and security updates, as well as enterprise solution interoperability. Single point of contact Samsung provides you with direct access to an experienced team of mobility experts who will act as your single point of accountability while providing advanced troubleshooting Advantages 5. Onsite Tech Support · Expert Engineer visit to customer site (Elite) Enterprise Tech Support 1. Direct Access to Tier3 Engineer · Direct access to an experienced team of mobility experts (Advanced/Elite) 3. Tech Training · Online Training (Advanced/Elite) · On-demand onsite training (Elite) 4. Support Account Manager · Customer dedicated support manager (Elite) · Timely updates on newly discovered security concerns and the remediation steps being undertaken (Advanced/Elite) 2. Samsung Mobile Vulnerability Communication Service Features Advanced Elite Access to tier-3 experts Named Callers 2 61) Support requests Unlimited Unlimited Phone, Portal, Email support   Operation hours (Severity 1) 4) 10 x 5 24 x 7 Operation hours (Severity 2,3,4) 4) 10 x 5 10 x 5 Troubleshooting lab   Response charter (Initial response time) Severity 1 2 business hours 1 hour Severity 2 24 business hours 4 business hours Severity 3 48 business hours 24 business hours Severity 4 72 business hours 48 business hours Security Samsung vulnerability communication service   Technicians training Online technical training   On-site technical training - One time (1 day) Support account management Designated Support Account Manager - 2) Customer on-site visit Scheduled kick-off / business review - One time (1 day) Scheduled on-site technical support - One time 3) (up to 3 days) Reporting Incident status reporting (web based)   Quarterly written activity report -  Regular teleconference review -  Support coverage Support devices (Samsung) Tablets, Smartphones, Wearables Tablets, Smartphones, Wearables Troubleshooting issues   OS tech support   Samsung branded preloaded apps/SW   Samsung enterprise solution (Knox, E-FOTA)   EMM/MDMinteroperability   Collaborative support for enterprise applications  

×