Samsung Galaxy Enterprise Edition
How to get set up

Make it easier to manage mobile firmware and security updates. With a number of devices in your mobile fleet, it’s possible that some could be running different versions of your OS.

Samsung Enterprise Firmware Over-The-Air on MDM (E-FOTA on MDM) is a tool that enables you to remotely update the OS across your entire Samsung fleet via your MDM – ensuring everyone is on the same version. It also allows you to test version updates and new apps to ensure stability, reliability and in-house capabilities before rolling them out.

You can even set updates to happen automatically, without users having to log in and do anything. So you get more control over all your company’s devices and users get a more unified mobile experience.

Samsung Business Service Centre UK

• Phone: 0330 726 2677
• Knox and E-FOTA
• Device support

3 years of enhanced support, from device activation.

This is unchanged from the normal Mobile support process. You should initially contact the reseller that you purchased from and they will provide initial support, including any services they have agreed to provide to you.

If needed, they will then escalate to Samsung. Any services you currently enjoy from your reseller are unaffected by Enterprise Edition.

Samsung Business Service Centre UK

• Support by Case or Telephone from Samsung Business Service Centre UK
• On-site repair vehicle service (subject to availability)
• Samsung store walk-in
• Doorstep swap service
• Courier device collection

No. All IMEI numbers of Enterprise Edition devices are pre-loaded into Samsung’s support systems. Samsung will not have any details of who owns them, but their existence in the field and their live support status is systemised without any action required by the reseller or customer.

Yes, it might. Often, MDMs prevent a device from being repaired – Factory Reset protection (FRP) Lock, which blocks an essential part of the repair process.

FRP Lock may have been enabled on the device from cloud/software including MDM, KC, E-FOTA and any solutions which could prevent the devices from completing a Factory Reset. The best way to check this, if the device is working:

• Device Settings > About -> Reset > Is Factory Reset greyed out or no options available? If Yes MDM Locked. MDM needs to be temporarily un-enrolled
• MDM lock can also be checked via the Recovery menu: > Power off > Press power+up volume+bixby button simultaneously



We ask all resellers/customers to run the check and, if necessary, un-enrol the device from the MDM prior to submitting a support request. Once the repair is completed, we will advise whoever submitted the support request so their device(s) can be re-registered.




Samsung reserves the right to levy an administration fee for devices that are submitted for repair and are MDM locked.

Possibly. Please see the following link that explains Google lock and any potential issues around repair:

Samsung provides device support 24/7, plus second- and third-line escalated technical support (including Knox and OS support) during standard business hours.

Where requested by the sales partner, or directly by the customer, Samsung Business Services Centre will contact the IT manager of the end user business to help them get started with Knox, explain how to use the portal and understand how to use Knox configure and E-FOTA.

Thereafter, throughout the three-year term, Samsung will proactively support the customer when there are upgrades or new features released.

Request an onboarding call

Provided the failed units are within their warranty term, Samsung provides a repair service for single and bulk repairs. Place a request on the Enterprise Portal.

Include the device IMEI/serial, model and fault details. IMPORTANT: MDMs must be removed from the device before submitting for repair. Admin charges may be levied if MDM-locked devices are sent in.

No. The support is only for manufacturing defect/functional failure.

Only on a per incident chargeable basis. Each of the following repair options can provide this service on a quotation basis:

• On-site repair vehicle service
• Collect & return courier service
• Store walk-in service

Yes. Submit the request via Samsung Knox

Yes, Samsung Enterprise Support provides a wealth of information and enables you to submit a support case if you don’t find what you’re looking for. Also, Samsung Knox is the home of all our Knox information. You can submit support cases from here. Both support routes go to our Business Services centre.

No. Any services currently in place between the reseller and the customer should remain unchanged.

Samsung provides a bulk ‘same unit repair’ service in the background to repair and return any devices that have been swapped by the reseller.

Yes. Enterprise Edition is designed to enable any Samsung partner to manage their own customer journey and add value in any way they wish. Samsung will provide escalated support and repair services in the background.

No. Any services currently in place between the reseller and the customer should remain unchanged. Samsung provides a bulk ‘same unit repair’ service in the background to repair and return any devices that have been swapped by the reseller.

No. Samsung will perform the call initially and will contact the customer only where the reseller/customer has asked for further contact in future to discuss new feature releases. All normal service operations remain as before, with the preferred route being through the reseller. Samsung will, however, respond to direct support requests if this is demanded by the customer.