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. In addition, you can enjoy technical support for your device and anything connected to it via the SmartSupport App.

  3. 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.
  4. The devices are already covered under the manufacturers' warranty. Why should I sign up for SmartSupport?

    Warranty programs typically cover manufacturers’ defects. 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 connect to it via the SmartSupport App.

 

Eligibility for Enrolment

 

  1. 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.

  2. 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.

  3. 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 point of purchase of new device from StarHub together with mobile plan (new or recontract).

  4. 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.

  5. 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.

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

    No.

  7. 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.

  8. 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.

  9. 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.

     

  10. 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.

  11. 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.

  12. 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).

 

The changes in SmartSupport (dated 8 Oct 2019)

 

  1. Why is there a change in the Terms and Conditions of SmartSupport?

    We are constantly reviewing our services to suit the current needs. The Terms and Conditions have been changed to better reflect the current market condiitons for mobile devices.

  2. 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 conditons which applied at the time you signed up for SmartSupport will continue.

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

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

  4. www.starhub.com/smartsupportbiz

 

Device Replacement/Service Request

 

  1. What is the difference between Replacement and Swap request?

    A Swap request is when your exisiting mobile device is collected, in exchange for a Like Mobile Device. A Replacment request is when your existing mobile device is no longer in your possession.

  2. What is the condition of the Like Mobile Device I will be receving when I make a Swap or Replacment 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
  3. What does the 2-in-12 limit means 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)
 
 
  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 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
  3. Where can I download the Service Request Form?

    Please download your Service Request form.

  4. What are the mode of payment avaliable?

    You can pay via the Credit Card or Debit Card or any other payment method as offered by StarHub.

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

    StarHub will contact you once stock is available.

  11. 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.

  12. 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.
  13. 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.

  14. 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 Centre at 800 852 6030 or +65 6822 2255 (when overseas) to arrange the collection of original device from you.

  15. 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.

  16. What should I do if I encounter a malfunction or defect within the 6-month warranty period?

    Not to worry, our specialists are here to help. You can contact the SmartSupport Centre at 800 852 6030 or +65 6822 2255 (when overseas).

  17. Will this exchange made within the warranty period be part of the 2 service requests Limit?

    No. It is not a service request and will not affect your Limit.

  18. Can I make a Service Request on the SmartSupport App?

    To make a Service Request, you may email your service request form toentsmartsupport@asurion.com.

    You can download the service requestformatwww.starhub.com/smartsupportbiz

 

Payment

 

  1. 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 for sign on from 8 October 2019:

(a) If you enrolled in the Service before [8 October 2019]:

Service Fee (S$) includes GST
Base on device RRP Swap Replacement

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:
*Device RRP is the recommended SGD retail price of your Device (including GST) on the date the Device was launched by StarHub.

(b) if you enrolled in the Service on or after [8 October 2019]:

Service Fee (S$) includes GST
Base on device RRP Swap Replacement

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

Tier 6 ≥$2001

$280

$850

NOTE:
*Device RRP is the recommended SGD retail price of your Device (including GST) on the date the Device was launched by StarHub.

 

Delivery

 

  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:

    • 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)
  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?

    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 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 differ in accordance to the destination. Payment for the changes can only be made via credit card.

  2. What do I have to do before handing over my existing device back to StarHub?

    For a smooth experience, please ensure the following steps are completed prior to the arrival of our courier:

    (i) Disable any personal lock and security feature

    (ii)Delete all data from your existing device and perform a factory reset

    It is important that you complete the steps above prior to the arrival of the Courier. Our courier will not be able to wait for you to do the above.

    You may incur additional fees if the above is not completed upon arrival of our courier.

  3. 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

 

  1. 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.

  2. What is SmartSupport App?

    The 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.

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

    Simply click on this linkhttps://smartsupport.app.link/webto download the SmartSupport App.

    3. 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
  3. 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

    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.
  4. 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.

  5. 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.

  6. 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.

    8. 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.

  7. 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.

  8. What is the Tech Support operation hour?

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

  9. How can I get started with Tech Support?

    Simply click on this linkhttps://smartsupport.app.link/webto download SmartSupport App.

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

  10. 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

  11. 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.

  12. 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

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

  14. What is Remote Access?

    Remote Access happens when you authorize our Tech Specialist to access your mobile device without a face-to-face contact.

    To start a remote session, you will need to accept the Tech Specialist’s request to access your device. Upon acceptance, our Tech Specialist will be able to review your device and troubleshoot any issues under your supervision. The session will be disconnected upon resolving te issues and our Tech Specialist will no longer have access to your device. You can choose to terminate the session anytime by tapping on “End Session” on your notification bar.

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

    Not to worry, we’re here to help. Simply send an email toSmartSupportapp@asurion.com.