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1:1 Q&A

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Overview

Throughout the entire process from creating a Seller Office account to certifying the application and launching, we provide online documents like the one you are reading here as well as a few downloadable materials.

We can also support you through our On-on-One Q&A Protal via “1:1 Q&A” Menu for any issues related to application service failures on Samsung Smart TV, technical support and your application management.

The “1:1 Q&A” is bidirectional service. If you register any question in that menu, Samsung will review and answer to you. When Samsung needs to notify a specific seller, we may log a 1:1 Q&A ticket so that you will be able to see it and sespond back.

Question Categories

Table 1. 1:1 Q&A Question Categories
Category Description
1st Depth 2nd Depth 3rd Depth
Service Failure Error on TV - An error happens on TV.
Error on Seller Office - An error happens on the Samsung Apps TV Seller Office site.
App Management Certification &
Defects
- Ask anything about application certification or defects reported.
App Information &
Status Change
- Ask anything about application information and its status change.
Compatibility - Ask about application compatibility at unopened year new model groups.
Game Usability - Ask about game which you registered.
Group Management - Ask anything about group management of yours.
Others - Ask anything about application management except for the above categories.
Tech Support SDK Install/IDE/Packaging Ask about installation, IDE or Packaging of Tizen SDK and Samsung Legacy Platform SDK.
Emulator/Simulator Ask about emulator or simulator of Tizen SDK and Samsung Legacy Platform SDK.
API Ask about APIs which SDK supports.
Remote Device/ Debugging Ask about TV or debugging on TV.
Smart Hub Preview SDK Ask about Smart Hub Preview SDK.
Others Ask anything about Tizen SDK or Samsung Legacy Platform SDK except for above categories.
Tizen Smart Hub Preview Ask about Smart Hub Preview feature and development.
VOD Streaming Ask about VOD steaming on Tizen TV.
DRM Contents Ask about DRM contents played on Tizen TV.
Smart View SDK Ask about Smart View SDK feature and development on Tizen.
Performance Ask about your application performance enhancement on Tizen.
Security Ask about security issue on Tizen.
Platform Ask about Tizen platform.
Others Ask anything when develop your application on Tizen TV except for above categories.
Samsung Legacy Platform VOD Streaming Ask about VOD steaming on Samsung Legacy Platform TV.
DRM Contents Ask about DRM contents played on Samsung Legacy Platform TV.
Smart View SDK Ask about Smart View SDK feature and development on Samsung Legacy Platform.
Performance Ask about your application performance enhancement on Samsung Legacy Platform TV.
Security Ask about security issue on Samsung Legacy Platform.
Platform Ask about Samsung Legacy Platform.
Others Ask anything when develop your application on Samsung Legacy Platform TV except for above categories.

Question Status

Any registered question goes through the following process.

Figure 1. 1:1 Q&A Inquiry Process

Figure 1. 1:1 Q&A Inquiry Process

  • Case 1: The flow when the seller registers a question.
  • Case 2: The flow when Samsung issues a notice to seller.

The following table explains question status in detail.

Table 2. 1:1 Q&A Question Status
Question Status Description
Ready to Submit When you create a question and save it before submit, the question status is here. You can modify it freely.
Submitted When you submit a question but Samsung does not start reviewing it yet.
In Progress When Samsung is reviewing your question.
Answered When Samsung provides ans answer to your question. If the answer is not satisfactory, or you need to further discuss the answer, you have the ability to re-open the ticket by using “Re-open” button.
Re-opened When you open any answered question again, the question status will be “Re-opened”.
Notice from Admin When Samsung gives you a notice about your question. This status is similar to “Answered” status.
Waiting Firmware Update Samsung will release a new firmware to resolve you question or report, and you need to wait for until the firmware is released to check if it is fixed.
Dropped For any reason, you have the ability to cancel the question. If you cancel your question, its status is displayed as “Dropped”. It is available for at any status.
Note

  • Once a question is submitted, you cannot modify the original question. However you can add a comment or drop it.
  • When any question is at “Notice from Admin” status, you are expected to check and answer it again.
  • Once a question is “Answered”, you cannot add any comment before re-open it.

Registering Question

According to the following steps, you can register any question to the Seller Office.

1. Clicking “Ask Question” Button

Under the "Support" > “1:1 Q&A” menu, click the “Ask Question” button. You will need to provide all required information by filling out the text fields in the form.

Figure 2. Where Is "Ask Question" Button

Figure 2. Where Is “Ask Question” Button

You can also register a new question from the “Defect Information” page. In this case, a lot of the information will be automatically populated from the defect you are viewing.

2. Selecting Question Category

You can choose the most appropriate question category. Refer to the detailed list of category at Table 2. 1:1 Q&A Question Status.

Figure 3. Choose a Category for Question

Figure 3. Choose a Category for Question

According to the category chosen, a proper input page will be loaded on screen.

3. Describing Question Details

Providing as much detailed information as possible will help to expedite the answer from the Q&A team. When vital details about the issue are missing, it will creat a few back and forth communications in order to get all the needed information, ultimately delaying the final response.

Here are guides for some fields:

  • App Name
    From the list of applications in your account/group, please select the application that this question relates to. In case of “Error on TV” among “Service on Failure” category, only launched application list will be shown.
    Figure 4. Related Application Selection for Question

    Figure 4. Related Application Selection for Question

  • Attachment
    You can attach images, a small video or documents (optional but highly recommended).
  • Device Where Found
    You need to enter the information of the device where an issue found.
    Firmware version, Smart Hub version, Unique ID, Model name
    Figure 5. Device Where Found

    Figure 5. Device Where Found


    You can select one among the device information registered in your group (case ①), or add a new device during the creation of this question (case ②).
  • VOC Grade
    In case of “Service Failure” category, you need to enter the issue severity level among three levels.

    Table 3. Service Failure Grades and Cases
    Level Definition Case
    1 Failure when execute application - Latch up
    - Infinite loading
    - Black screen
    - Not executed or exited
    - Cannot play video file
    - Enter into screensaver mode while playing video
    - Legal issue, or contract issue
    2 Partial failure of application - Cannot play a few video contents
    - Cannot enter the 2nd or 3rd depth menu
    3 Application usage problem - Application is loaded extremely slowly
    Sometimes application cannot be executed

4. Submitting Question

After complete entering, press the “Submit” button. The question status will be changed into “Submitted” status. If you press “Save” button, the question is not submitted yet and the question status is at “Ready to Submit”.

Answering Question

If any activity for a submitted question is happened by you or Samsung, the Activity history is stacked with activity type.

The following table explains the question activity types in detail.

Table 4. Question Activity Types
Activity Type Description
Answered by When Samsung replies the final answer for a question, the answering history is logged and the question status is changed into “Answered”.
Commented by When someone adds a comment, the activity is logged. The following entities can add a comment for a comment:
- Samsung Apps
- Question register
- Other member in your group
Notice from Admin When Samsung leaves a comment which you need to surely check, the activity is logged as “Notice from Admin”. In this activity, the question status is changed into “Notice from Admin” and you are supposed to leave a comment.
Expected date set by When Samsung set the expected date when Samsung can resolve your issue, the activity is logged as “Expected date set by Samsung Apps”.
Re-opened by Even you get the final answer from Samsung but there is something unclear, you can open the question again by “Re-open” button. The following entities can reopen:
- Samsung Apps
- Question register
- Other member in you group
Dropped by If any question is dropped, the activity history is logged and the question status is changed into “Dropped”. The following entities can drop:
- Samsung Apps
- Question register
- Other member in you group
Note

If any question is closed as “Answered”, you can assess your satisfaction about it as five stars.