Samsung's Enterprise Tech Support provides organizations with direct access to experienced mobility engineers to handle issues with Samsung mobile devices, operating systems, and security solutions. The support offerings - Advanced and Elite - differ in features such as named callers, response times, account management, training, and on-site support. Advanced provides phone, email and portal support from tier 3 experts while Elite adds a dedicated account manager and on-site technical support. Both help organizations with troubleshooting, software updates, applications and interoperability issues.

1. Sales deck V2.0 – EMEA
Sep. 2018
Global Mobile B2B Team
Samsung Electronics
EXTERNAL

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

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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.

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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.

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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

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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)

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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

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· 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

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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)

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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

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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

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Thank you

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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  