SmartSupport

 

1. What is SmartSupport?

SmartSupport provides assistance on all after-sales device issues from device security and content management, to live agents helping you with device issues to reconnecting you with your device 

2. What is the difference between SmartSupport Plus and SmartSupport Basic?

While both plans offer device replacement or swap and data protection app, SmartSupport Plus comes with additional perks of technical support via self-help portal or an agent. 

3. Is SmartSupport service a mobile insurance plan?

No, SmartSupport is not a mobile insurance plan.

4. 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. 

5. Handset manufacturers already provided me with 12 months warranty, why should I take up SmartSupport?

SmartSupport provides assistance in all after-sales device issues from device security and content management, to a device delivered to your door step and reconnecting you with your device. With SmartSupport Plus, you can even get assistance via live agents who will help you with your device issue.

6. Will files be copied over from iTunes or Google Play onto my swapped or replaced device?   

No.

 

Eligibility For Enrollment

7. Who is eligible to sign up to SmartSupport?

Customer who signs up a new postpaid or re-contracts a postpaid mobile line and purchases a new handset, will be eligible to sign up for SmartSupport at the time of signing up and purchase of the new handset.

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

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

9. How will I be billed?

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

10. Can I terminate my 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. What kind of devices can I sign up for SmartSupport?

All mobile devices that is retailing at any StarHub retail outlet is able to sign up for SmartSupport.

13. Can I retain the SmartSupport service after terminating my postpaid mobile subscription?

No.

14. Can I transfer my SmartSupport service when I transfer my postpaid mobile subscription?

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

 

SmartSupport Revamp

15. Why is there a change of terms and conditions for SmartSupport?

The terms and conditions have been changed to better reflect the current market conditions of the mobile devices.

16. For devices which are retailing above $751, why is the replacement fee increased from $400 to $500?

Due to the increase in the cost of high end devices, we have retained the monthly subscription fee but have to increase the service fee to keep up with the cost.

17. Can I sign up to SmartSupport now but choose the set of terms and conditions that is dated before 15 January 2016?

No. From 15 Januray 2016 onwards, the revised terms and conditions will be applicable to all SmartSupport new sign-ups or recontract

18. How will this change of terms and conditions affect the SmartSupport service that I signed up prior to 15 January 2016?

For all sign ups prior to 15 January 2016, the terms and conditions remain unchanged and can be found here.  For sign ups after 15 January 2016, the new set of Terms & Conditions can be found here.

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

You can contact SmartSupport hotline at 800 852 6030 or +65 6822 2255 (when overseas) to find out the applicable terms and conditions for your respective mobile devices.  

20. How does StarHub determine if I get a new or refurbished set for my swap or replacement device?

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

21. Can I request for a new device?

You will not be able to request for a new device as the allocation is based on stock availability

22. 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

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

No. Only StarHub has the discretion to offer you the option to wait for up to 30 days for your device (same make, model and colour your current device) to be available

24. What happens if stock is available before the 30 days waiting period?

StarHub will contact you once stock is available

25. What happens if there is still no stock after 30 days waiting period?

StarHub will contact you after 30 days to inform you that no stock is available and offer a Like Mobile Device (may be same make/different model or different make/different model). 

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

26. What is modified device?

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

a) Software modification - Some modification has been 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 – hardware modification means any modification made to a Device’s hardware not undertaken or authorised by the original equipment manufacturer.

27. Why does StarHub need to register the IMEI of the lost device with Singapore Police Force?

Once you accept the replacement device, StarHub will become the owner of your original device and StarHub may register the IMEI of the lost device with the Singapore Police Force

28. What happen if I recover my original device after I have completed my service request?

As StarHub is the owner of the original device, you will have to return the original device to StarHub.  For return process, please contact SmartSupport hotline at 800 852 6030 or +65 6822 2255 (when overseas)

29.   What is an acknowledgement form?

StarHub may require additional information from you in the format of an acknowledgement form prior to processing your service request.  The acknowledgement form will be made available to you when additional information is requested.

30. Is it compulsory to complete an acknowledgement form?

StarHub may require additional information from you in the format of an acknowledgement form prior to processing your service request.  The acknowledgement form will be made available to you when additional information is requested.

 

Device Replacement

31. What do you mean by a Like Mobile Device?

When you file a service request, the device offered to you
- may be new or refurbished;
- is of similar kind, quality and functionality;
- 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

32. 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:

 

Monthly Plan Service Request limits

Service Request 1

Anytime

Service Request 2

Anytime

Service Request 3

12 months after Service Request 1

Service Request 4

12 months after Service Request 2

 

33. 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 IMEI should also match the IMEI on record. You will need to call SmartSupport hotline to update the IMEI record should there be any change of a your device under a warranty replacement provided by original equipment manufacturer.

NOTE: If your mobile plan is in suspension status, you can only make a service request 30 days after lifting of suspension.

34. Does I need to pay upon filing for a service request?

A service fee will be charged for each service request according to the type of service request and type of device.

NOTE: You can refer to SmartSupport website at starhub.com/smartsupport for the service fee schedule.

35. Will accessories be included and does it come in original packaging?

For replacement request, a SIM card (upon request) and battery will be included. For swap request, only the transceiver will be delivered. You cannot file a service request for an accessory.

The replacement/swap device does not come in original packaging.  

 

Fulfillment & Payment

36. How will I receive the swap/replacement device?

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

37. Do I need to be home to accept the delivery?

Yes, you need to be personally present and have your ID/NRIC on hand for verification while accepting the delivery of the device.

38. Can it be sent overseas?

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

39. What are the delivery hours?

Service Request made by

Delivery Time

Mon-Sat: Before 2pm

Within 4 hours

Mon – Sat: After 2pm

Sun: 8am – 12 midnight

Mon: Before 8am

By noon the next business day

For delivery times that fall on a public holiday, the delivery will occur on the next day that is not a public holiday. 

40. How do I pay for the service fee?

You can pay via credit card or debit card or any other payment method as offered by StarHub.

41. What do I do with the existing device?

If you request a swap, you will need to hand over your existing 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.

 

Back Up

42. Storage capacity is limited to 5GB, what happens when the limit is exceeded?

Backup is in chronological order (older content first). If the limit is exceeded, some content will not be backed up. App will show the number of user generated photos and videos that are backed up.

NOTE: storage is unlimited for contacts; 5GB storage is reserved for user generated photos and videos.

43. Can I back up their SMSes?

No, you will not be able to back up your SMSes.

44. Can I choose what I want to back up?

Yes, but only by category; namely contact and user generated photo and video

45. Is the cloud secure?

Yes, it is protected by 256 bit encryption on theservers and is not accessible by anyone else without your  key / password.

46. Which cloud provider is used for SmartSupport?

Amazon is the cloud provider used for SmartSupport service.

47. Is this push or pull backup?

Both options are available

48. If I choose to back up daily, what is the scheduled time to back up?

Back up schedule can be configurable to daily, weekly or never, by frequency and minimum battery level.  Hour / time-of-day is not configurable

49. Will the on-going task be interrupted when the system is performing backup e.g. Downloading an app or texting

No, backup happens in the background

 

Security

50. If my phone is switched off, will I still be able to hear the alarm?

No, the phone needs to be switched on and active (connected to mobile network or wifi) and app is still installed on the phone.

51. If there is no network coverage, can the alarm still be activated?

No, the phone needs to be connected to mobile network in order to activate the alarm.

52. How long will the alarm sound?

For Android devices, it will sound for 3 minutes and 30 seconds on iOS devices.

53. If the phone is on silent mode, will the alarm still sound?

Yes, the alarm will still sound.

54. If the SIM card has been removed from phone, will the Locate and Wipe feature still work?

Yes, so long as your phone is connected to wifi, the wipe and the locate function will work.  For locate function to work, the GPS on your device must be turned on.

55. What anti-virus is used for SmartSupport?

It is developed by our partner, Asurion, the largest technology protection company from the U.S.

56. Can I set the hour to run the anti-virus?

Yes, automatic scan can be set daily or weekly and at specific hour.

57. Will the anti-virus scan content and apps stored on customer’s SD card as well?

Yes.  However, system files and preloaded apps cannot be scanned.

58. How does the safe browsing feature work?

A popup window will warn you of potentially harmful sites. If you click on ignore, website will continue to launch.

59. How many anti-viruses can the software detect?  What are they?

There are over 200k threats defined for Android.  More are being detected on daily basis.

 

SmartSupport App

60. Are the features such as Locate, Wipe, Alarm, Anti-Virus & safe browsing available on , Android, Blackberry, iOS and Windows devices?

You can find all the features on Android devices.  Some features such as locate, wipe (contacts only) and alarm are available on iOS devices but none of the feature is available on Windows and Blackberry devices. 

61. Does the "Wipe" feature erase all data?

For Android devices, you have 2 options:

(1) You can reset to factory default and/or

(2) Erase (which only wipes out user generated photos and videos and       contacts) & Lock

For iOS, you can only wipe contacts.

 

Mobile Technical Support (Applicable only to SmartSupport Plus)

62. What 3rd party applications can MTS support?

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

63. What devices can MTS support?

MTS specialists support any devices that are available with the SmartSupport service. However MTS specialists cannot fully support any device which is jail-broken or rooted and non-official applications.

64. What devices does Remote Access Support

Remote Access only supports platforms like Android, iOS, and Blackberry. However iOS and the new Blackberry v10 do not have full remote control capabilities.

65. What happens if SmartSupport specialists don’t have the answer for the customer?

MTS specialists are continuously trained on the latest industry trends and technologies and equipped with powerful tools like tech labs and simulators in order to provide highest level of service to our customers.  In the rare cases where the specialists do not have answers on hand for you, they will check with the in-house database for answers before making a call back to you.