1:1 Q&A Process

This guide explains how to get support from Samsung through 1:1 Q&A for TV app service.

Introduction of 1:1 Q&A

The TV Seller Office operates 1:1 Q&A to support Seller when there is a problem with app service or app management on Samsung Smart TV, or when you need technical support for TV app development.

1:1 Q&A is an interactive service. When a seller registers a question, Samsung will review and answer it, or if there is a problem with a specific app, Samsung can first ask the seller to create a 1:1 Q&A.

Figure 1. 1:1 Q&A Process

Figure 1. 1:1 Q&A Process

1:1 Q&A Status

The progress of 1:1 Q&A is classified as follows and is displayed in the Seller's '1:1 Q&A' list.

Table 1. Q&A Status
Q&A Status Description Sellers To Do
Ready to Submit After creating a question, it has not yet been submitted. You need to submit your question. If you don't want to submit, you can delete it.
Submitted I've submitted a question, but Samsung hasn't initiated a review yet. You can add comments to submitted questions.
In Progress Samsung is reviewing the question. You can add comments to an ongoing Q&A.
Answered Your question has been answered. -
Re-opened 1:1 Q&A with the answers completed is in progress again. You can add comments to the Q&A in progress again.
Notice from Admin Samsung has created a 1:1 Q&A to ask a Seller. You need to check Samsung's question and answer it with a comment.
Waiting Firmware Update To solve Seller's problem, Samsung will release a new firmware, and you will receive a final answer after the firmware is released. -
Dropped After submitting the question, the 1:1 Q&A process has been cancelled. -

You can [Save Draft] or [Submit] after filling out your question.
If you [Save Draft], a 1:1 Q&A will be created in the status of 'Ready to Submit', if you [Submit], it is immediately submitted to Samsung and becomes 'Submitted'.

Questions in the 'Ready to Submit' status have not yet been submitted, so you can edit the question by clicking the [Edit] button or delete it by clicking the [Delete] button. .

Once you have submitted your question, you cannot edit the original question and can add comments.
Once your question has been answered and the status is 'Answered', you can no longer add comments.

If you are not satisfied with the answer or if you need further discussion on the answer, you can [Reoepn] and proceed with the 1:1 Q&A again.

1:1 Q&A Activity History

Whenever a comment is added or a status change occurs by Samsung or Seller for a submitted question, it is recorded in the comment history of the 1:1 Q&A, and is classified into the following types.

Table 2. Q&A Activity History
Activity Type Description Who Can Add
Commented by When someone among Samsung, questioner, other member in your group adds a comment, the comment history is logged. Questioner, Other member in group, Samsung
Answered by Admin When Samsung replies the final answer for a question, the answering history is logged and the Q&A status is changed into 'Answered'. Samsung
Notice from Admin When Samsung leaves a comment which you need to surely check, the comment is logged and the Q&A status is changed into 'Notice from Admin'. You are supposed to leave your comment for the notice from admin. Samsung
Expected date set by Admin When Samsung set the expected date when Samsung can resolve your issue, the activity is logged. Samsung
Status is changed to 'Waiting Firmware Update' When Samsung change the 1:1 Q&A status into 'Waiting Firmware Update', the activity is logged. Samsung
Reopened by When someone among Samsung, questioner, other member in your group reopen the 1:1 Q&A again, the activity is logged and the Q&A status is changed into 'Re-opended'. Questioner, Other member in group, Samsung
Dropped by When someone among Samsung, questioner, other member in your group drop the 1:1 Q&A, the activity is logged and the Q&A status is changed into 'Dropped'. Questioner, Other member in group, Samsung