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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

Question Status

Any registered question goes through the following 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.

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

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

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

• 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

  
  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.

Note

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