Channel support for Samsung's IP PBX products will come direct from South Korea following the introduction of a new model by Samsung Networks that is expected to come into effect before the end of August once the transfer of information and staff training is completed.
Warren Hampton, General Manager of Networks for Samsung UK, stated: "There were too many steps in the old support model, so we've looked into ways of streamlining our service and came up with a new initiative that delivers support direct from our HQ team in Korea.
"We strongly believe this will give our UK distributors the control and autonomy needed to offer product support to our channel."
The business relationship between Samsung resellers and their distributors will not change.
Nimans moved quickly to reassure resellers and has boosted its Samsung support infrastructure in response to the news.
Channel Sales Director Richard Carter commented: "Samsung is a successful brand in the UK & Ireland and has demonstrated consistent growth year on year.
"In order to support the Samsung business Nimans has set up a dedicated Samsung Business Unit covering purchasing, technical support, sales and marketing.
"This overall structure which includes additional Nimans personnel replicates the existing Samsung go to market team in the UK."
John Bird, Head of UC Systems at distributor Exertis, commented: "It's business as usual, but UK distribution will escalate directly to the Korean HQ.
"Just under 2% of the Samsung support tickets we receive need escalating, and expect escalation resolution times to reduce significantly in the future.
"As part of this initiative, distribution will be responsible for all aspects of the vendor relationship between Samsung HQ and the channel.
"This strategy brings the UK into the same vendor, supplier and reseller relationship as other countries."