SmartSupport Enterprise FAQ

 

  1. What is SmartSupport?

    SmartSupport is the business assistant for your phone. Not only will you receive your replacement or swap device within 4 hours* in Singapore, you will also have access to tech support for your device and anything that is connected to it.

    Get Tech Support by downloading the SmartSupport App now. Simply click on this link https://smartsupport.app.link/web to download.

    *Please refer to Question 51 for more details

  2. Is SmartSupport service a mobile insurance plan?

    No, SmartSupport is not a mobile insurance plan. You can request a swap or replacement of your device, for any reason.

  3. Can I sign up to SmartSupport if I purchase a mobile device at retail price with no contract at StarHub retail outlets?

    No, you are not able to sign up to SmartSupport if you purchase a mobile device at retail price with no contract.

  4. Why should I take up SmartSupport when handset manufacturers already provide me with a warranty?

    With SmartSupport, your swapped or replacement device will be delivered to you within 4 hours* in Singapore. Additionally, Tech Support for your device and anything that is connect to it via the SmartSupport App.

    Please refer to Question 51 for more details


  5. Eligibility for Enrolment

     

  6. Who is eligible to sign up to SmartSupport Enterprise?

    Applicants must be a small and medium-sized company, business or partnership registered with the Accounting and Corporate Regulatory Authority of Singapore (ACRA) to be eligible for the SmartSupport Service. Applications are subject to StarHub’s approval and credit checks. StarHub reserves the right to decline any applications. Applicants are required to present their latest business profiles and other relevant documents as may be required by StarHub.

  7. Can I sign up to SmartSupport for more than one device?

    Yes, as long as each new device is associated with a corporate mobile plan.

  8. How do I sign up for SmartSupport for my enterprise mobile line?

    You can sign up via StarHub Account Managers, Channel Partners, StarHub Retail Shops and at SME Hub at point of purchase of new device from StarHub together with mobile plan (new or recontract).

  9. How will my company be billed?

    You will be billed a monthly fee via your StarHub corporate bill. First month’s bill will be pro-rated to your commencement date.

  10. Can I terminate the SmartSupport service anytime?

    Yes, there is no minimum contract period. You can terminate your SmartSupport service at any time.

  11. Can I sign up to SmartSupport with an existing device?

    No.

  12. Can I sign up to SmartSupport if I am on a Business SIM only plan?

    No.

  13. Can I sign up to SmartSupport with any device?

    SmartSupport is only available on SIM enabled mobile devices that is offered by StarHub Enterprise Team or retailing at any StarHub retail outlets.

  14. Can I retain the SmartSupport service after terminating my corporate mobile line?

    No.

  15. How do I terminate SmartSupport service?

    You can send your termination request to businesshelpdesk@starhub.com

  16. Can I transfer the SmartSupport service when I transfer my postpaid mobile line to another subscriber?

    No, SmartSupport service is not transferable and will be terminated once the transfer takes effect.

  17. Can I carry over the SmartSupport service when I convert to Business SIM only plan?

    No.

  18. I have signed up for SmartSupport service for all my mobile devices, how do I track my SmartSupport enrolment date?

    You can contact SmartSupport via entsmartsupport@asurion.com or contact SmartSupport hotline at 800 852 6030 or +65 6822 2255 (when overseas).


  19. The changes in SmartSupport (refresh)

     

  20. Why is the swap and replacement fees adjusted?

    The adjustments are necessary to reflect the current market pricing of mobile devices.

  21. Can I sign up to SmartSupport now but choose the set of terms and conditions that is dated before 1 August 2018?

    No. The revised terms and conditions will apply.

  22. Will the new terms and conditions affect existing customers?

    No.


  23. Others

     

  24. Why did StarHub remove SmartSupport Basic?

    SmartSupport now offers you greater value. On top of putting a device in your hands within 4 hours* in Singapore, you can reach out to our Tech Specialists via the SmartSupport App for advice on your device and anything connected to it.

    Simply click on this link https://smartsupport.app.link/web to download.

  25. I am an existing SmartSupport customer. Do I follow the new terms and conditions?

    No, you do not follow the new terms & conditions. The terms and conditions which applied at the time you signed up for SmartSupport will continue.

  26. I am an existing SmartSupport Plus customer. How do I enjoy Tech Support features?

    To enjoy Tech Support features, you need to use the SmartSupport App.

    With the app, simply click on chat or call and you will be connected to our Tech Specialists.

  27. Can I make a Service Request via the SmartSupport App?

    No. Please email your service request form to entsmartsupport@asurion.com.

    You can download the service request form at www.starhub.com/smartsupportbiz.


  28. Service Request

     

  29. What do you mean by a Like Mobile Device?
    • may be new or refurbished;
    • if it is refurbished, it may contain original or non-original manufacturer parts;
    • has same or greater memory;
    • may be a different make, model or colour;
    • has a different IMEI
  30. How does the 2-in-12 limit work?

    You may file up to 2 service requests in any rolling 12-month period. The table below shows how it works:

  Individual Mobile Plan Service Request Limit
Service Request 1 Anytime
Service Request 2 Anytime
Service Request 3 12 months after Shipment Date of Service Request 1
Service Request 4 12 months after Shipment Date of Service Request 2
  1. How to be eligible for service request?

    Your SmartSupport service needs to be in "active" status in order to be eligible for the service request. Your device IMEI should also match the IMEI recorded under your corporate mobile plan and you are within the limit.

  2. How do I file a service request for my company?

    You may email your service request form to entsmartsupport@asurion.com.

    You can download the service request form at www.starhub.com/smartsupportbiz

    Complete the form by filling in the following required information:

    • Name of Mobile User
    • Company Name
    • Company BRN
    • Enrolled Mobile Number
    • Enrolled Handset Model
    • Enrolled Handset IMEI Number
  3. Where can I download the Service Request Form?

    Please download your Service Request form here.

  4. Do I need to pay upon filing for a service request?

    Yes. The service fee will be payable to Asurion, as StarHub’s service provider, for the collection of Service Fee by Credit Card or Debit Card over the phone at the time of your service request.

  5. When will my service request application be processed?

    Our agents will process service request from Mon-Sat, 9am – 6pm and an agent will contact you for verification.

    If the service request is accepted, we will arrange for delivery to your registered business address.

  6. Who or what number do I call if I need assistance on filling up the Service Request Form?

    You can contact SmartSupport via entsmartsupport@asurion.com or contact SmartSupport hotline at 800 852 6030 or +65 6822 2255 (when overseas).

  7. How do I know if I will get a new or refurbished device?

    This is dependent on the stock availability at the point of service request.

  8. Can I request for a new device?

    You will not be able to request for a new device as the allocation of your Like Mobile Device is based on stock availability.

  9. Can I reject the offer of a Like Mobile Device which is the same make and model but of a different colour?

    If you reject the Like Mobile Device due to colour, your service request will be cancelled.

  10. Can I reject a Like Mobile Device which is of different make and model and request to wait for stock to be available?

    No. On a goodwill basis, we may offer you the option to wait for up to 30 days for your device (same make, model and colour as your current device) to be available.

  11. What happens if stock is available during the 30 days wait period?

    StarHub will contact you once stock is available.

  12. What happens if there is still no stock after the 30 days wait period?

    If there is no stock after 30 days, we will contact you to offer a Like Mobile Device (may be same make/different model or different make/different model as compared to your device).

    If you reject the offer of a Like Mobile Device, your service request will be cancelled.

  13. What is modified device?

    Modified Device refers to either software or hardware modification or both.

    a) Software modification – means any modification made to a device’s operating system not undertaken or authorised by the original equipment manufacturer and includes software modification known as ‘jail-breaking’ and ‘rooting’

    b) Hardware modification –means any modification made to a device’s hardware not undertaken or authorised by the original equipment manufacturer.

  14. Why does StarHub need to register the IMEI of the original device with Singapore Police Force when I make a replacement request?

    Once you accept the replacement device, we will become the owner of your original device and we may register the IMEI of the original device with the Singapore Police Force to protect our rights.

  15. What happens if I recover my original device after I have completed my service request?

    As we are the owner of the original device, you must to return the original device to us. For return process, please contact SmartSupport Centre at 800 852 6030 or +65 6822 2255 (when overseas).

  16.  

    Delivery & Payment

     

  17. Do I have to pay any additional charge when I file a Service Request?

    Yes, a service fee is payable when making a Service request. The Service fee is based on the Tier set out in the table below applicable for your Registered Device.

Service Fee (S$) includes GST
Base on device RRP1 Swap2 Replacement2

Tier 1 ≤$250

$25

$75

Tier 2 $251 - $500

$80

$220

Tier 3 $501 - $750

$150

$500

Tier 4 ≥$751

$170

$550

Tier 5 >$1500

$250

$680

NOTE:
 
  1. Device RRP is the recommended SGD retail price of your device (including GST) on the date the device was launched.
  2. Swap and replacement fees are inclusive of GST
  1. Do I need to be at my registered business address to accept the delivery?

    You are required to be at the registered business address to accept the delivery.

    Please ensure that you are personally present with the following documents:

    1. Valid Proof of Identity
    2. Staff ID or Business Card
    3. Original stamped copy of the service request form or a copy of company’s Business Profile (dated within 1 month for new customer/6 months for existing customer) from the Accounting and Corporate Regulatory Authorities of Singapore (ACRA)
  2. Where do you deliver the device to?

    The device will be sent to your registered business address on: (i) the main island of Singapore; (ii) Sentosa; or (iii) Jurong Island and the outlying islands of Singapore.

  3. What are the delivery hours?

Acceptance time of Service Request for a Replacement or Swap

Delivery time*

Monday to Friday, 8 am to 1.59 pm

Within 4 hours of the Acceptance Time##

Monday to Friday, between 2 pm and 11.59 pm

The next day before 12:00 noon

Monday to Saturday, 12 am to 7.59 am

The same day before 12:00 noon

Saturday 8 am to 1.59 pm

Within 4 hours of the Acceptance Time##

Saturday, 2 pm to Monday 7.59 am

 Monday before 12:00 noon

NOTE:

  • * For delivery times that fall on a public holiday, the delivery will occur on the next day that is not a public holiday.
  • ##Acceptance Time means  the time that your Service Request is accepted by the SmartSupport Centre
  1. Can I request for the replacement/swap device to be sent overseas?

    Yes. Additional charges will apply and timing will depend on destination. Payment must be via credit card for overseas shipment.

  2. What do I do with the existing device if I request for a swap?

    If you request a swap, you will need to hand over your enrolled device to the courier delivering the replacement device. If you fail to hand over your existing device, courier will not deliver your replacement device and an additional charge may apply.

    You will need to hand over your existing device to our courier delivering the swapped device. If you fail to hand over your existing device, our courier will not handover the swapped device to you and additional charges may apply.

  3. What is included in the delivery? Will accessories be included?

    No accessories will be included. You cannot file a service request for an accessory.

    For replacement request, the following will be included:

    a. Transceiver with built-in battery / transceiver only (for models without built-in battery)

    b. Charger (if the replaced device is different make to the original registered device) will be included.

    c. SIM card (upon request).

    For Swap request, only transceiver with built-in battery. (For models without built-in battery, we will only deliver the transceiver.)


  4. Tech Support

     

  5. What is Tech Support (TS)?

    Tech Support gives you instant access to a Tech Specialist to solve any technology issue related to your device. Unlike traditional support, you don’t have to call multiple numbers to get help on your connectivity to different manufacturer devices. From setup and real-time troubleshooting, to discovering all your device’s amazing features, our tech experts help you unlock your device’s full potential – so you can be more productive and remain connected. Tech Support offers unlimited, all-inclusive tech assistance.

    With the SmartSupport App, you can call or chat with a Tech Specialist anytime from 9am to 6pm each day.

  6. What is SmartSupport App?

    SmartSupport App allows you to call or chat with a Tech Specialist with a tap of a button. In the app, you will find contents to help you solve common tech issues, learn about new phone features, Apps, etc.

  7. The Tech Specialists are available daily from 9am to 6pm.

    Simply click on this link https://smartsupport.app.link/web to download the SmartSupport App.

  8. What’s the scope of Tech Support?

    You will have access to tech advice for your device and anything that is connected to it with the SmartSupport App.

    For example, our Tech Specialists can help you with:

    • Migration of your data between devices
    • Enhancement of your device's performance (eg. Improve battery life, more responsiveness, more storage, etc.)
    • Optimization of your device to your lifestyle (email, browsing, games, etc.)
    • Connectivity with other devices in and out of your home
  9. Besides my device, what else can Tech Support help me with?

    You will have access to tech advice for your device and anything that is connected to it with the SmartSupport App.

    Examples of other devices or 3rd party Applications that may be connected to your device are:

    • Apps
    • Bluetooth® devices and accessories
    • Computers
    • Printers
    • Routers
    • TVs
    • Cloud services
    • Wi-Fi

    TS does not support the following:

    • devices which are jail-broken or rooted;
    • Apps not downloaded from Google Play or App Store;
    • 3rd party Applications that do not relate to the device.
    •  

  10. What 3rd party Applications can Tech Support help me with?

    Any legitimate 3rd party Applications that are available on official App stores, such as Google Play and App Store. TS cannot support any missing features or issues within the App.

  11. What devices are compatible with SmartSupport App?

    The SmartSupport App will support Android (OS 5.0 and above) and iOS (iOS 9.0 and above) devices only. Please note that you must have an active SIM installed in order to use the App.

  12. What happens when I change to a new device?

    Simply install the SmartSupport App on your new device with the same mobile number and you're good to go.

  13. Can I install the SmartSupport App on multiple devices?

    No, you can only install the SmartSupport App onto the device which is enrolled with SmartSupport.

  14. Would the SmartSupport App have access to any of my personal data on my device?

    No, SmartSupport App will not have access to any of your personal data on your device.

  15. What is the Tech Support operation hour?

    Tech Support is available daily from 9am – 6pm.

  16. How can I get started with Tech Support?

    Simply click on this link https://smartsupport.app.link/web to download SmartSupport App.

    Once downloaded, please open the App and register your 8-digit mobile number to activate the SmartSupport App.

  17. How can I reach the Tech Specialists?

    Simply click the “Chat” or “Call” button in the home menu of the SmartSupport App and it will connect you to our Tech Specialists.

  18. Can I get Tech Support when I am overseas?

    You can chat with our Tech Specialists via the SmartSupport App when you are overseas (data roaming charges may apply). Please note that the click to call button will not work if you are overseas.

  19. Can I enjoy Tech Support if I have not downloaded the SmartSupport App?

    No, you will need to download the SmartSupport App.

    Simply click on this link https://smartsupport.app.link/web to download

  20. How often can I contact Tech Support with technical issues?

    TS provides unlimited support. You can click to chat or call as often as you need through the SmartSupport App.

  21. What is Remote Access?

    In addition to calling or chatting, a Tech Specialist is able to provide instant support to you in the comfort of your own home by accessing your phone remotely. To start a remote session, you will need to accept the Tech Specialist’s request to access your phone. Only with your approval, you can share screen and have the Tech Specialist troubleshoot issues under your supervision. The connection will be disconnected once the session ends or you can terminate it by tapping on “End Session” on your notification bar at any time.

  22. What do I do if I encounter problem with the SmartSupport App?

    If you have problem downloading the App, please send email to SmartSupportapp@asurion.com.