Asking Question

This guide explains how to register your question in 1:1 Q&A and get support through a Samsung representative.

Registering Question

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, you can register your question in the 1:1 Q&A of the TV Seller Office to receive support from Samsung's representatives.

To register a new question, click the [Ask Question] button in the '1:1 Q&A' menu.

Figure 1. 1:1 Q&A

Figure 2. Select Question Category

On the page provided, you first select a question category and you will be presented with a question form for that.

Also, if you have a question about a defect, you can register your question right away by clicking the [1:1 Q&A] button. In this case, the appropriate question category is automatically selected, and the question form is automatically populated with information about the app and defect, so you only need to enter and submit the rest of the information.

Figure 3. Defect Details

Figure 4. Write Detailed Question

Providing as detailed information as possible will help you get a quick response from Samsung. Missing important details about an issue will result in multiple Q&A through comments to get the information you need, and it will take time to get a final answer.

Input Field Description Mandatory
Q&A Title

Enter an outline of the question as a one-line title. Yes
Description

Explain the question in detail. Yes
App

Enter the app and version information to be asked. You can choose from a list of apps you have. In some categories
Date when issue found on

For a 'Service Failure' question, enter the date and time the problem occurred. In some categories
Device where issue found on

Device where issue found on. In some categories
Reproduce Condition

In the case of 'Service Failure > Error on TV' question, it describes the process of reproducing the problem on the TV. In some categories
Log File

In the case of 'Service Failure' question, if there is a log file that records the problem situation, attach it. No
Attachment

If you have an image or video file that captures the problem situation, attach it. No
VOC Grade

For a 'Service Failure' question, enter the severity of the problem. In some categories

Table 1. Q&A Input Fields

The severity of the problem for 'Service Failure' is divided into three levels:

Level Definition Case
1st Grade

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

3rd Grade

Application usage problem Application is loaded extremely slowly
Sometimes application cannot be executed

Table 2. Service Failure Grades and Cases

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 the 1:1 Q&A status becomes 'Submitted'.

Editing Question

Questions that have not yet been submitted, i.e. questions with a status of 'Ready to Submit' can be edited.

In the 1:1 Q&A page that can be edited, the [Edit] button is provided, and if you click the button, the question correction page is provided.

Figure 5. 1:1 Q&A Details

After correcting the question, you can still [Save Draft] or [Submit].

If you [Save Draft], 'Ready to Submit' status is maintained, if you [Submit], it is immediately submitted to Samsung and the 1:1 Q&A status becomes 'Submitted'.

Deleting Question

Questions that have not yet been submitted, i.e. questions with a status of 'Ready to Submit' can be deleted.

In the 1:1 Q&A page that can be deleted, a [Delete] button is provided, and if you click the button, it will be deleted immediately after confirming whether or not to delete it.

Figure 6. 1:1 Q&A Details

Deleted questions cannot be recovered.

Adding Comment

After the question is registered, the Seller can exchange opinions with Samsung representatives through comments from time to time until Samsung's answer is completed.

In addition to the question registrant, members of the group can also add comments.

To add a comment, click the [Add Comment] button on the 1:1 Q&A page.

Figure 7. Add Comment

When you enter the content in the pop-up provided and click the [Done] button, the content will be added with the title of 'Commented by Author' to the comment list of the 1:1 Q&A.

Editing Comment

Comments that you have registered can be edited until other comments are added.

A [Edit] button is provided for editable comments, and if you click the button, a comment edit pop-up is provided.

After editing the content, click the [Done] button to update the content in the comment list.

Deleting Comment

Comments that you have registered can be deleted until another comment is added.

A [Delete] button is provided for editable comments, and if you click the button, it is immediately deleted after confirming whether to delete it.

Deleted comments cannot be recovered.