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SmartSupport (Enterprise) FAQ
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 Tech Support section below for more details.
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. In addition, you can enjoy technical support online or via the SmartSupport App for all your devices and anything that is connected to it.
I have purchased a mobile device at retail price from a StarHub Shop. Can I subscribe to SmartSupport?
You can sign up for SmartSupport when you:
- recontract or sign up for a new #hellochange 2-year plan and purchase a mobile device.
- sign up for a #hellochange no-contract SIM Only plan and purchase a mobile device.
- purchase a mobile device from any StarHub Shop and are an existing SIM only customer.
The devices are already covered under the manufacturers' warranty. Why should I sign up for SmartSupport?
Warranty programs typically cover manufacturers’ defects, you may not be able to request for a replacement device under their terms.
SmartSupport allows you to replace or swap your device for any reason locally within 4 hours*. In addition, you can enjoy technical support for all your devices and anything that is connected to them via the SmartSupport App.
Eligibility for Enrolment
Who is eligible to sign up for 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.
Can I sign up to SmartSupport for more than one device?
Definitely! You can add on SmartSupport when:
- the mobile devices are purchased at the point of recontract or sign-up of a new #hellochange 2-year or SIM Only plan under your corporate account.
- the mobile devices are purchased from any StarHub Shop and you are an existing SIM Only corporate customer.
How do I sign up for SmartSupport for my enterprise mobile line?
You can sign up via StarHub Account Managers, Channel Partners, and at StarHub Retail Shops at the point of purchase of new device from StarHub together with mobile plan (new or recontract).
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.
Can I terminate the SmartSupport service anytime?
This is a no-contract add on.You can deactivate SmartSupport via My Account or My StarHub App.
Can I sign up to SmartSupport with an existing device?
No.
Can I sign up to SmartSupport if I am on a Business SIM Only plan?
Yes, you can add on SmartSupport at point of purchase of a new device on a Business SIM Only plan.
Can I retain the SmartSupport service after terminating my corporate mobile line?
Unfortunately, no. SmartSupport service will be terminated at the same time.
You can send your termination request to businesshelpdesk@starhub.com.
Can I transfer the SmartSupport service when I transfer my postpaid mobile line to another subscriber?
No, SmartSupport service is non transferable and will be terminated once the transfer takes effect.
Can I carry over the SmartSupport service when I convert to Business SIM Only plan?
Definitely! You can continue to subscribe to SmartSupport for the existing registered mobile device.
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.
The Changes in SmartSupport (as of 12 August 2021)
Why is there a change in the Terms and Conditions of SmartSupport periodically?
We are constantly reviewing our services to suit the current needs. The Terms and Conditions are revised to better reflect the current market conditions for mobile devices.
The specific terms and conditions which applied at the time you signed up for SmartSupport will continue unless otherwise stated.
I am an existing SmartSupport customer. Do I follow the new terms and conditions?
No. you do not follow the new terms and conditions. The terms and conditons which applied at the time you signed up for SmartSupport will continue.
Device Replacement or Swap (Service Request)
What is the difference between Replacement and Swap requests?
A Replacement happens when your existing mobile device is no longer in your possession.
A Swap is when your existing mobile device is collected back, in exchange for a Like Mobile Device (new or refurbished).
What is the condition of the Like Mobile Device I will be receiving when I make a Swap or Replacement request?
You may receive a new or refurbished mobile device which:
- is of similiar make and functionality;
- has same or greater memory;
- may be a different make, model or colour;
- has a different IMEI;
- does not include any accessory; and
- may contain original or non-original manufacturer parts if it is refurbished
What does the 2-in-12 limit mean and how does it work?
2-in-12 means you may make either 2 Swaps or 1 Replacment and 1 Swap, in any rolling 12-month period (Limit). Please see the illustration below.
| Service Request | Illustration of Service Request Limit | |||
|---|---|---|---|---|
| Example 1 | Example 2 | Example 3 | Example 4 | |
1 | Swap (Anytime) | Swap (Anytime) | Swap (Anytime) | Replacement (Anytime) |
2 | Swap (Anytime) | Replacement (Anytime) | Replacement (Anytime) | Swap (Anytime) or Replacement (12 months after Shipment Date of Service Request 1) |
3 | Swap (12 months after Shipment Date of Service Request 1) | Swap (12 months after Shipment Date of Service Request 1) | Replacement (12 months after Shipment Date of Service Request 1) | |
4 | Swap (12 months after Shipment Date of Service Request 2) | Swap (12 months after Shipment Date of Service Request 2) | ||
Am I eligible to make a Replacement or Swap request?
You are eligible if:
- the IMEI you furnish matches our record;
If your registered device was replaced by a replacement device provided under warranty of the original equipment manufacturer (OEM), you must inform SmartSupport Centre to update the IMEI together with the official proof of replacement from OEM.
- StarHub is satisfied that the Service Request Form:
- is validly completed, which includes affixing your Company Stamp to the Service Request Form; and
- originates from your business email address;
- the Individual Mobile Plan referred to in the Service Request and your Enterprise Mobile Plan and Subscription are active at the time of the Service Request and your Registered Device was active on the Network before the time of the Service Request;
- there are no outstanding StarHub charges under the mobile plan;
- you do not have another Service Request pending or unfulfilled relating to the same Registered Device;
- you have not made a previous Service Request relating to a Registered Device with the same IMEI, irrespective of whether that previous Service Request was made in relation to a different Individual Mobile Plan
- you provide any additional information reasonably requested by us including a signed confirmation or acknowledgment;
- you are within the service request limit;
- your service request is not for a Device Accessory;
- you have not transferred, retailed, sold, or hired your Registered device to another person;
- the Registered Device is on StarHub network before filing of service request;
- the Registered Device is not used for a commercial gain or illegal activities.
- the IMEI you furnish matches our record;
How do I make 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
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.
How can I get help if I need assistance on filling up the Service Request Form?
You can contact SmartSupport via entsmartsupport@asurion.com.
How do I know if I will get a new or refurbished device?
This depends on the stock availability of your device model at the point of your Service Request.
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.
Can I reject the offer of a Like Mobile Device which is the same make and model but of a different colour?
Yes, you can reject the offer of a Like Mobile Device and your Service Request will be cancelled.
What is modified device?
A Modified Device is one where the original software and/or hardware has been altered.
- 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’.
- Hardware modification –means any modification made to a device’s hardware not undertaken or authorised by the original equipment manufacturer.
Why does StarHub need to register the IMEI of the original device with Singapore Police Force when I make a replacement request?
Upon acceptance of the Replacement device, StarHub becomes the owner of your original device. To protect our rights, we will register the IMEI of the original device with the Singapore Police Force.
What happens if I recover my original device after I have completed my Service Request?
Upon acceptance of the Replacement device, StarHub becomes the owner of your original device. Please contact SmartSupport via entsmartsupport@asurion.com to arrange the collection of original device from you.
What is the warranty period for the device received under the Swap or Replacement request?
SmartSupport provides a 6-month warranty which starts from the date of delivery of each Like Mobile Device. This warranty protects against manufacturer defects and malfunctions.
What should I do if I encounter a malfunction or defect within the 6-month warranty period?
Step 1: Download and complete the Service Request Form at www.starhub.com/smartsupportbiz.
Step 2: Email the completed Service Request Form from your business e-mail address to entsmartsupport@asurion.com to make a warranty claim for a Like Mobile Device.
Will this exchange made within the warranty period be part of the 2 service requests Limit?
No. Your request for an exchange due to warranty-related reasons will not count towards your Limit, and will be free of charge.
Can I make a Service Request on the SmartSupport App?
Not at the moment. To make a Service Request, you may email a completed service request form to entsmartsupport@asurion.com.
You can download the service request form at www.starhub.com/smartsupportbiz.
Payment
Do I have to pay any additional charge when I file a Service Request?
Yes. The fee vary depending on the retail price of your Registered Device. For your reference, we have included the table below:
Registration from 12 August 2021
Type of Registered Device | Tier | Retail price of device | Swap Fee | Replacement Fee |
Non-foldable device | 1 | ≤ $250 | $25 | $75 |
2 | $251 - $500 | $80 | $220 | |
3 | $501 - $750 | $150 | $500 | |
4 | $751 - $1,500 | $170 | $550 | |
5 | $1,501 - $2,000 | $250 | $680 | |
6 | ≥ $2,001 | $280 | $850 | |
Foldable device | 1 | ≤ $250 | $25 | $75 |
2 | $251 - $500 | $80 | $220 | |
3 | $501 - $750 | $150 | $500 | |
4 | $751 - $1,500 | $170 | $550 | |
5 | $1,501 - $2,000 | $250 | $680 | |
6 | $2,001 - $2,300 | $280 | $850 | |
7 | ≥ $2,301 | $600 | $1,200 |
*Device RRP is the recommended SGD retail price of your Device (including GST) on the date the Device was launched by StarHub.
What are the modes of payment available?
You can pay via the Credit Card or Debit Card or any other payment method as offered by StarHub.
Delivery
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:
- Valid Proof of Identity
- Staff ID or Business Card
- 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)
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.
What are the delivery hours?
Please see the table below.
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 working day
- ##Acceptance Time means the time that your Service Request is accepted by the SmartSupport Centre.
Can I request for the replacement/swap device to be sent overseas?
Yes. Additional charges will apply and timing will differ in accordance to the destination. Payment for the changes can only be made via credit card. Please contact SmartSupport via entsmartsupport@asurion.com for more details.
What should I do before I hand over my existing device back to StarHub?
To protect your personal privacy, please ensure the following steps are completed prior to the arrival of our courier:
(i) Delete all data from your existing device and perform a factory reset
(ii) Disable any personal lock and security feature (e.g. disable Find My iPhone for iOS devices)
These steps may take time. To ensure that the swap goes as smoothly as possible, please make sure you complete them ahead of the scheduled appointment.
Our courier will not be able to wait for you to complete them on the spot, and any rescheduling may incur additional fees.
What is included in the delivery? Will accessories be included?
For each Service Request, we will be providing:
(i) Transceiver with built-in battery or transceiver only
(ii) Charger (if the replaced device is different make to the original registered device)
(iii) A replacement SIM card (upon request)
Tech Support
What is Tech Support?
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.
You can call or click to chat with a Tech Specialist anytime from 9am to 6pm daily via SmartSupport App.
How do I get started with Tech Support?
It’s easy and hassle-free! Chat with our Tech Specialists from 9am to 6pm daily. Simply download the SmartSupport App now.
What’s the scope of Tech Support?
You will have access to tech advice for anything that is connected to your device.
For example, our Tech Specialists can help you with:
- Migration of your data between devices
- Enhancement of your device's performance (e.g. 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
Besides helping me with my device, what else can Tech Support help me with?
You will also have access to tech advice for anything that is connected to your device.
Examples of other devices or 3rd party applications that may be connected to your device are:
- Apps
- Bluetooth® devices and accessories
- Computers
- Printersv
- Routers
- TVs
- Cloud servicesv
- Wi-Fi
Tech Support 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.
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. However, take note that Tech Support cannot support any missing features or issues within the App itself.
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.
Can I contact Tech Support when I am overseas?
Yes, you can chat with our Tech Specialists via the SmartSupport App anytime from 9am to 6pm daily when you are overseas (data roaming charges may apply). Please note that the “Click to Call” button in the app will not work if you are overseas.
How often can I contact Tech Support with technical issues?
Tech Support provides unlimited support. You can click to chat as often as you need through the SmartSupport App. Simply click on this link https://smartsupport.app.link/web to download.