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Biz+ SmartSupport FAQ
What is Biz+ SmartSupport?
Biz+ SmartSupport provides worry-free care for your new mobile device by allowing you to swap your device for any reason. Swap requests can be delivered within 4 hours locally and delivery can even be arranged if you are overseas; additional charges and timing will differ depending on destination.
Biz+ SmartSupport offers 2 Swaps every 24 months, starting from the date of delivery of your first Swap Request. You’ll also get to enjoy access to tips, tricks, and device-related tech advice via the SmartSupport App.
Device Swap (Service Request)
What is a Swap Request?
A Swap Request is when you exchange your existing mobile device for a ‘Like Mobile Device’.
What is a Like Mobile Device?
- A Like Mobile Device is a new or refurbished mobile device which is of similar make and functionality;
- has same or greater memory;
- may be of a different make, model, or colour;
- have a different IMEI;
- does not include any accessories; and
- may contain original or non-original manufacturer parts if it is refurbished.
What does the Limit of 2 Swap Requests per 24 months mean?
All Biz+ SmartSupport subscribers may make up to 2 Swap Requests in any rolling 24-month period of their subscription (Limit). The limit tells you when you can make your next Swap Request, provided you remain subscribed to the program.
Here is an illustration of how the limit works:
| Limit | |
| Service Request 1 | Any time from date of subscription |
| Service Request 2 | Any time from date of subscription |
| Service Request 3 | At least 24 months after Shipment Date of Service Request 1 |
| Service Request 4 | At least 24 months after Shipment Date of Service Request 2 |
Am I eligible to make a Swap request?
You are eligible if you are a Biz+ SmartSupport subscriber and:
- the IMEI you furnished matches our records
- StarHub is satisfied that the Service Request Form is validly completed, which includes checking that your Company Stamp is affixed to the Service Request Form and that it originates from your business email address;
- you are within your Swap Request limit;
- the Registered Device was on a StarHub network before you submit your Service Request Form; and
- the Registered Device was not used for commercial gain or illegal activities.
How do I make a Swap Request?
Step 1: Download and complete the Service Request Form from www.starhub.com/biz-plus-smartsupport.
Please make sure you provide all the following important information:
- Name of Mobile User
- Company Name
- Company BRN
- Enrolled Mobile Number
- Enrolled Handset Model
- Enrolled Handset IMEI Number
Step 2: Email the completed Service Request Form from your business e-mail to entsmartsupport@asurion.com.
When will my Swap Request be processed?
Swap Requests are processed from Mondays to Saturdays, 9am to 6pm. An agent will contact you for verification.
Once the Swap Request is accepted, we will arrange for delivery of your Like Mobile Device and collection of your existing device at your registered business address.
You will need to be personally present and have the following documents on hand:
- 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)
What number do I call if I need assistance in filling up the Service Request Form?
You can contact SmartSupport via entsmartsupport@asurion.com.
How do I know if my Like Mobile Device will be new or refurbished?
This depends on the stock availability of your device model at the point of your Swap Request.
Can I request that my Like Mobile Device only be a new device?
Allocation of your Like Mobile Device is based on stock availability. So it would not be possible to request a new device.
Can I reject the offer of a Like Mobile Device which is the same make and model but of a different colour?
Yes, you can reject the offer of a Like Mobile Device and your Swap Request will be cancelled.
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.
What is the warranty period for the device received under the Swap Request?
Biz+ SmartSupport provides a 6-month warranty for all Like Mobile Devices delivered under a Swap Request, starting from the date of delivery. This warranty protects against manufacturer defects and malfunctions.
What should I do if I encounter a malfunction or defect within the 6-month warranty period?
Step 1: Download and complete the Service Request Form from www.starhub.com/biz-plus-smartsupport.
Step 2: Email the completed Service Request Form from your business e-mail address to entsmartsupport@asurion.com to make a warranty claim for a Like Mobile Device.
Will an exchange made within the warranty period count towards 2 swap requests Limit?
No. Your request for an exchange due to warranty-related reasons will not count towards your Limit, and will be free of charge.
Can I make a Swap Request on the SmartSupport App?
Not at the moment. You can make a Swap Request by emailing a completed Service Request Form to entsmartsupport@asurion.com.
You can download the Service Request Form at www.starhub.com/biz-plus-smartsupport.
The Changes in Biz+ SmartSupport (as of 12 August 2021)
Why is there a change in the Terms and Conditions of Biz+ SmartSupport periodically?
We are constantly reviewing our services to suit the current needs. The Terms and Conditions are revised to better reflect the current market conditions for mobile devices. The specific terms and conditions which applied at the time you signed up for SmartSupport will continue unless otherwise stated.
I am an existing Biz+ SmartSupport customer. Do I follow the new terms and conditions?
No. you do not follow the new terms and conditions. The terms and conditions which applied at the time you signed up for SmartSupport will continue.
Payment
Do I have to pay when I make a Swap Request?
Yes, there is a fee chargeable when you make a Swap Request. For your reference, we have included the table below :
Registration from 12 August 2021
Type of Registered Device | Tier | Retail Price of Device | Swap Fee |
Non-foldable device | 1 | ≤ $250 | $25 |
2 | $251 - $500 | $80 | |
3 | $501 - $750 | $150 | |
4 | $751 - $1,500 | $170 | |
5 | $1,501 - $2,000 | $250 | |
6 | ≥ $2,001 | $280 | |
Foldable device | 1 | ≤ $250 | $25 |
2 | $251 - $500 | $80 | |
3 | $501 - $750 | $150 | |
4 | $751 - $1,500 | $170 | |
5 | $1,501 - $2,000 | $250 | |
6 | $2,001 - $2,300 | $280 | |
7 | ≥ $2,301 | $600 |
*Device RRP is the recommended SGD retail price of your Device (including GST) on the date the Device was launched by StarHub.
What is the Device Non-Compliance Fee?
The Device Non-Compliance fee is chargeable on top of the swap fee in the event of one of the following occurs:
1) Incorrect device – Device IMEI doesn’t match the IMEI of the registered device.
2) Modified device – The registered device has undergone software or hardware modification, including non-original parts with external vendors
3) Failure to disable locking – The personal lock security feature has not been disabled and you remain uncontactable
4) Failure to return the original registered device in an overseas delivery.
- For international delivery, the Device Non-Compliance Fee will be charged at the time of your service request.
- Upon your return to Singapore, you may contact the SmartSupport Centre within 14 days of your arrival to arrange the return of your original registered device. The Device Non-Compliance Fee will be refunded by your original method of payment within 30 days upon verification that the Registered Device was returned.
How much is the Device Non-Compliance Fee?
The fee varies depending on the recommended retail price of your registered mobile device.
Registration from 12 August 2021
| Type of Registered Device | Tier | Retail Price of Device | Device Non-Compliance Fee |
| Non-foldable devices | 1 | ≤ $250 | $50 |
| 2 | $251 - $500 | $140 | |
| 3 | $501 - $750 | $350 | |
| 4 | $751 - $1,500 | $380 | |
| 5 | $1,501- $2,000 | $430 | |
| 6 | ≥ $2,001 | $570 | |
| Foldable devices | 1 | ≤ $250 | $50 |
| 2 | $251 - $500 | $140 | |
| 3 | $501 - $750 | $350 | |
| 4 | $751 - $1,500 | $380 | |
| 5 | $1,501- $2,000 | $430 | |
| 6 | $2,001- $2,300 | $570 | |
| 7 | ≥ $2,301 | $600 |
*Device RRP is the recommended SGD retail price of your Device (including GST) on the date the Device was launched by StarHub.
What modes of payment are available?
You can pay via credit card, debit card or any other payment method as offered by StarHub.
Delivery
Do I need to be at my registered business address to accept the delivery?
Yes, we will need you 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)
Where will you deliver the device to?
The device will be sent to your registered business address within:
(i) the main island of Singapore;
(ii) Sentosa; or
(iii) Jurong Island and the outlying islands of Singapore.
What are the delivery hours?
Delivery times will depend on the Acceptance Time## of your Swap Request.
Acceptance Time of Swap Request | 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 working day.
##Acceptance Time means the time that your Swap Request was accepted by the SmartSupport Centre.
Can I request for the swap device to be sent overseas?
Yes. Additional charges will apply, and timings will differ in accordance with the destination. Payment for the charges can only be made via credit card. Please contact us at entsmartsupport@asurion.com for more details.
What should I do before I hand over my existing device back to StarHub?
To protect your personal privacy and avoid any Device Non-Compliance Fees, please ensure the following steps are completed prior to the arrival of our courier:
(i) Delete all data from your existing device and perform a factory reset
(ii) Disable any personal lock and security feature (e.g. disable Find My iPhone for iOS devices)
These steps may take time. To ensure that the swap goes as smoothly as possible, please make sure you complete them ahead of the scheduled appointment.
Our courier will not be able to wait for you to complete them on the spot, and any rescheduling may incur additional fees.
Will accessories be included in the Swap Request?
For each Swap Request, we will be providing:
(i) Transceiver with built-in battery, or transceiver only; and
(ii) Charger (if the replacement device is a different make or model from the original registered device)
Tech Support
What is Tech Support (TS)?
Tech Support gives you instant access to a Tech Specialist to solve any technical issue related to your device. Unlike traditional support, you don’t have to call multiple numbers to get help with connectivity to different manufacturer devices. From setup and real-time troubleshooting, to discovering all your device’s amazing features, our tech experts will help you unlock the full potential of your device so you can be more productive and remain connected. Tech Support offers unlimited, all-inclusive tech assistance.
You can call or click to chat with a Tech Specialist anytime from 9am to 6pm daily via SmartSupport App.
How do I get started with Tech Support?
It’s easy and hassle-free! Chat with a Tech Specialist anytime from 9am to 6pm daily via SmartSupport App. Simply click on this link https://smartsupport.app.link/web to download the SmartSupport App.
What will be excluded from Tech Support?
You will have access to tech advice for anything that is connected to your device. However, Tech Support does not support the following:
- devices which are jail-broken or rooted;
- apps not downloaded from Google Play or App Store;
- 3rd party apps that do not relate to the device; or
- troubleshooting and assistance on connectivity, applications, software, or services that are part of an organisation’s managed network, including network peripheral devices.
What 3rd party applications can tech support help me with?
Any legitimate 3rd party applications that are available on official stores such as Google Play and App Store. However, take note that Tech Support cannot support any missing features or issues within the app itself.
Can I install the SmartSupport App on multiple devices?
You can only install the SmartSupport App on the device which is enrolled with Biz+ SmartSupport.
Can I contact Tech Support when I am overseas?
Yes. You can chat with our Tech Specialists anytime from 9am to 6pm daily when you are overseas (data roaming charges may apply). Please note that the “Click to Call” button in the app will not work if you are overseas.
How often can I contact Tech Support with technical issues?
Tech Support provides unlimited support. You can click to chat or call as often as you need through the SmartSupport App.