How can we help you?
Business Support
Email support
Support is available via our dedicated onshore team. Our specialists are equipped with all the technical knowledge and escalation management experience to offer the best support and quickly deal with any query.
Enhanced Support and Services
We offer next business day device replacement, 24/7 case submission, and access to onshore Samsung expert agents.
Out-of-the-Box Enrolment
Using Knox enrolment services, your Galaxy XCover FieldPro will be ESN MDM enrolment ready as soon as you take it out of the box.
Firmware Over the Air
Samsung’s Firmware Over the Air (FOTA) ensures you have the latest ESMCP approved firmware with security and feature updates.
Extended Lifecycle and Security
The Galaxy XCover FieldPro provides an extended device lifecycle, and security and maintenance releases, all whilst supporting ESMCP programme developments.
ESMCP Framework Specification
Built specifically for ESN, the Galaxy XCover FieldPro’s specification has been developed for emergency services in accordance with ESMCP security protocols.
Fully Approved Framework
The ESN Framework device and Samsung service processes are NATS, UDTAS, OAT, and Security Management approved, giving complete peace of mind.
Specialist Technical Support
Our dedicated UK-based Business Services Centre can provide technical support and advice when required.
3 Years of Enhanced Support as Standard
Your Samsung framework device comes with 3 years support out of the box. No action is required, so relax knowing you are covered.
Accidental Damage Cover
Within your support period, the Samsung Galaxy XCover FieldPro is covered for accidental damage. Allowing you to focus on the job in hand.
Doorstep Exchange
Sometimes things go wrong. If they do, enjoy a next working day, identical A Grade Gold stock replacement*.
Collect, Repair and Return
Alternatively, let us arrange for a courier to collect the device and repair it at our ESN Service Centre, before returning the device to you. This option can be used for multiple devices.
Secure Repairs
Samsung have a dedicated ESN Service Centre. Approved via our rigorous, ongoing Security Management Plan. Any data that you cannot wipe, we will.
User Journey Guides
Customer Journeys
Samsung’s core Customer Journeys to help describe your experience
Device Guides and Brochures
Your complete set of handset brochures and user manuals documents
Video Support Guides & Training Documentation
Your complete set of ESN portal training documents
RSM Management
RSM Firmware files, release notes, instructions and more
Interactive Support Tool
Provides the ability to quickly and independently resolve queries
FAQs
See FAQs to help with common product questions
MTR Group
Our trusted partner for device lifecycle management through the Samsung Recommends Programme.
Sonic Communications
Samsung’s framework partner, who provides our Remote Speaker Microphone device accessory.
Peter Jones (ILG) Ltd
Samsung’s trusted framework partner for carry cases such as the ESN Claw.
