Samsung Smart Service provides ongoing support and service for Samsung technology products used by enterprise customers. It aims to minimize downtime and loss of productivity. The service includes a standard offering of return, pick up, onsite support, and advanced exchange options. It also offers premium services like accidental damage protection and increased levels of onsite support. Customers can access Smart Service by calling Samsung's service desk for assistance with any technology issues.

1. SAMSUNG
SMART SERVICE
Samsung Electronics Australia Pty Ltd ABN 63 002 915 648 (“Samsung”)

3. 3
KEEP YOUR BUSINESS
GOING STRONG
NO BUSINESS CAN AFFORD TO LOSE
PRODUCTIVITY, MISS A DEADLINE,
MISLAY AN ORDER, OR LET A CUSTOMER’S
CALL GO UNANSWERED.
MAINTAIN BUSINESS CONTINUITY WHILE
DEALING WITH ACCIDENTS AND OTHER
UNFORESEEN INCIDENTS.
Technology is critical to the success
of any organisation and Samsung
gives you the power to connect,
create and collaborate as never
before with products that have a
reputation for innovation, quality
and reliability.
Samsung Smart Service enhances
that reputation with levels of support
and service to keep those products
and your business going strong.

4. SAMSUNG4
SAMSUNG
SMART
SERVICE
With any IT purchase, on-going support and
service is essential and should be factored
into any technology investment. Because,
no matter how good products are, they can fail,
get damaged, or be poorly maintained.
Samsung Smart Service is designed specifically to
meet the needs of Samsung enterprise customers.
Enterprise customers want the reassurance
that they can call a single point of contact – the
Samsung Service line. And when they do, they
want to talk to a trained and accredited person
who knows the product, can access the relevant
information, quickly assess the situation, and
expedite a remedy. They want a person who
understands that technology which is not working
equates to lost business.
The Samsung Service team works with its
enterprise customers to develop tailored service
and support solutions to optimise their use of
technology and prepare for the unexpected.
As well, because Samsung has an extensive
enterprise product range, it is possible to bundle
a complete package of products, service and
support for greater cost efficiencies.
Samsung information technology products
covered by Smart Service include:
SAMSUNG SMART SERVICE
CAN BE TAILORED TO MEET
THE EXACT NEEDS OF ITS
ENTERPRISE CUSTOMERS.
SMART
AND TAILORED
FOR YOU
LARGE FORMAT
DISPLAYS
A4/A3
PRINTERS AND COPIERS
MOBILITY
MONITORS CHROMEBOOKS
ZERO AND THIN
CLIENT DISPLAYS
ON-GOING SUPPORT
AND SERVICE IS ESSENTIAL
AND SHOULD BE FACTORED
INTO ANY IT INVESTMENT.

5. 5
STANDARD
SERVICE OFFERING
The following service offerings form part of
Samsung standard product warranty2
RETURN TO BASE
Return to Base means that a customer brings
their product to a Samsung Authorised Service
Centre for inspection and repair.
PICK UP
Once a Service Request has been lodged
and Samsung determines that the product is
eligible for pick up, Samsung collects it from the
customer’s premises for inspection and repair. In
most cases, the product will be returned to the
customer within five business days of their arrival
at the Authorised Service Centre.
ONSITE
On receipt of a Service Request, Samsung
determines whether an onsite service technician
is required and, if so, dispatch a technician, in most
cases, on the next business day.
ADVANCED EXCHANGE
Advance Exchange enables a customer to
request that Samsung attends the customer’s
premises, collects the product and provides the
customer with a replacement so that down-time is
minimised.
When purchasing your Samsung products, talk
to your Samsung Account Director or Samsung
authorised reseller about the best Smart Service
for your organisation.
Samsung has taken the knowledge gained from
its vast consumer experience, then developed,
enhanced and moulded it into a business model
that offers you the highest level of after sales
support available.
ADVANCED EXCHANGE AND RETURN
Samsung attends the customer’s premises, collects
the product and supplies the customer with a
temporary replacement product until such time the
original product is repaired and returned.
PREMIUM SERVICE
OFFERINGS
ACCIDENTAL DAMAGE PROTECTION (ADP)3
With ADP, Samsung arranges to provide insurance
coverage for accidental damage through a
third party insurer. The terms of such insurance
(including covered events, cost, duration, excess
payable in the event of a claim, and policy
exclusions) will vary depending on the terms of
the applicable policy, the particular products
purchased, the customer’s operating environment
and other factors.
PREMIUM ONSITE
If additional onsite support is required, Samsung
can provide various levels of cover to meet your
needs. From a faster response time to 7 days a
week and even 24 hrs a day.
COMPONENTS
OF SERVICE1
1
For full terms and conditions visit: www.samsung.com.au/service
2
For full product warranties visit:www.samsung.com.au/warranty
3
Currently only available for schools

6. SAMSUNG6
Should your Samsung product fail for any
reason, simply call the Samsung Service Desk
on 1800 91 92 93.
In most cases, the Samsung Service Desk or
Remote Technical Support team will assess the
service request and respond within one hour.
Based on the information provided by the
customer, they will assign it a severity and
support level. This ranges from troubleshooting
over the phone for simple issues, through to a
commitment of full-time resources including,
advanced technical help, liaising with the
manufacturer, working around the clock, where
the failure is having a significant impact on the
customer’s business.
Regardless of the type of service, severity or level
of support, the customer can be assured that
Samsung authorised and trained personnel are
doing whatever it takes to solve the problem
CUSTOMERS CAN BE
REASSURED BY THE SAMSUNG
PROMISE OF INNOVATION,
QUALITY AND RELIABILITY.
ACCESSING
SMART SERVICE

7. 7
YOUR SAMSUNG IT SUPPORT AND SERVICE TEAM
IS JUST A PHONE CALL OR MOUSE CLICK AWAY.
FIND OUT MORE
To discuss your Samsung service requirements, contact your
Samsung Account Director, the Samsung Service Desk or a
representative of your Samsung authorised reseller to discuss
your desired service types and to find out which services are
available with respect to your products.
SERVICE DESK
Tel: 1800 91 92 93
Email: ent.service@samsung.com
TERMS AND CONDITIONS
Please note that this is not a Product Disclosure Document
and does not constitute an offer to purchase.
Once you’ve purchased your Samsung products register
them through your Samsung reseller, the Samsung Service
Desk or at www.samsung.com.au/register.
For full Terms and Conditions regarding Samsung Smart
Service Packs visit: www.samsung.com.au/service
For the purposes of this document “Samsung” refers to
Samsung and/or its authorised agents or resellers.
PROTECT YOUR VALUABLE
TECHNOLOGY INVESTMENTS
WITH TRAINED, CERTIFIED
ASSISTANCE.

8. Scan to download the New Business
Experience brochure in digital format.
WHAT’S YOUR
NEW BUSINESS
EXPERIENCE?
A place where people are free
To be where they need to be
And technology is a joy to use
Enhancing lives and enabling business
Where people connect seamlessly
And collaboration and creativity abounds
Where customers enjoy rich and relevant experiences
And your business is transformed
To a future you’ve only imagined
Full of new possibilities
IT’S THE NEW BUSINESS EXPERIENCE
samsung.com.au/business