Full support, documentation and service open with the Q4 2026 launch, because there is no fleet in the field yet to support. What is open today is a technical conversation with the people building the device and running its certification.
Pre-launch · info@sams-mobile.com · full support from Q4 2026
Being straight about this is more useful than a support page that pretends to be a service desk. The IS-04Z1 is pre-launch, no units are deployed in classified areas, and IECEx, ATEX and NEC 500 certification are all in progress. There is therefore no ticketing portal, no warranty claim process in operation, no spare parts channel and no regional repair network yet. All of that opens at launch.
What is open now is the part that matters before you buy. Questions about area classification and whether the design target actually suits your zone, gas group and temperature class. Questions about the certification programme, which route each certificate is taking and where it stands. Questions about enterprise deployment, EMM and MDM enrolment and whether your permit, rounds or asset management applications will run. Questions about how repair, battery replacement and service will work, so your maintenance and procurement teams can plan for the answer rather than discover it.
Those go to info@sams-mobile.com or through the enquiry form on this site. Include the country, the site, the area classification and roughly how many devices you are considering, and you will get a specific answer from someone who knows the product rather than a generic reply.
If you are evaluating a unit ahead of launch, support for that evaluation is direct and personal: you deal with us, not with a queue. Evaluation units placed before certification are for handling, MDM enrolment and application testing in safe areas only. Classified-area pilots begin once the certificate covering the area has been issued.
This is the shape of the support programme being built for launch. Where a detail is not yet fixed it says so, because a support commitment that is quietly revised later is worse than one stated cautiously now.
On completion of certification, every device is supplied with the IECEx Certificate of Conformity, the ATEX certificate and the full equipment marking string, the EU and UK declarations of conformity, the relevant national certificate for the destination market, and the user manual carrying the conditions of safe use. Local-language manuals are provided for the launch markets.
Android 16 with EMM and MDM enrolment, so the fleet joins your existing console alongside the rest of the estate. A deployment guide covers enrolment, corporate profile, camera policy for permit-controlled sites, application allow lists and update handling. Deployment questions are answered by people who understand both the device and Android Enterprise.
An intrinsically safe device cannot be opened, repaired or modified by a general phone workshop without invalidating its certification. Repair therefore runs through SAMS and the partners it is appointing, using approved parts and documented procedures. This is not a commercial restriction, it is a condition of the certificate, and any supplier telling you otherwise is wrong.
The battery and the approved accessories are named in the certificate schedule. Fitting an unapproved battery, cable or case takes the device outside its certification, which is why replacement batteries come through authorised channels. Charging is subject to the conditions of safe use, which in practice means charging in a safe area only unless the certificate says otherwise. The final policy follows the issued certificate.
The warranty period, its terms and the regional service arrangement are to be confirmed at launch, and will be published rather than negotiated case by case. We are not quoting a figure now because it would be a guess, and a warranty is a legal commitment rather than a marketing number.
The device launches on Android 16 with enterprise management. The support window for operating system and security updates is to be confirmed at launch. It is a fair question to press any hazardous area phone supplier on, given how long these devices stay in service, and we would rather answer it precisely once than loosely now.
One route, four kinds of question. There is no portal to register for and no reference number to quote.
Send the zone, gas group and temperature class from your area classification drawing, together with the ambient temperature range at the site. We will tell you plainly whether the design target suits the area. If it does not, we will say so.
Ask for the written certification schedule. It sets out which certificates are being sought, by which route, against which standards, and the current stage of each. Your HSE and engineering teams can start an equipment selection justification from it while our certification runs.
Tell us your EMM or MDM platform and the applications the fleet has to run. Where an application depends on specific hardware such as a barcode engine or a particular accessory connector, raise it early, because those details are to be confirmed at launch.
Ask before you buy, not after a device fails. We will set out the repair route, the battery policy and the position on warranty as it stands, and flag clearly which parts are still to be confirmed at launch.
Not a formal one. The IS-04Z1 is pre-launch and full support opens with the Q4 2026 launch. Technical, certification and deployment questions are answered directly at info@sams-mobile.com, usually by someone close to the product.
To be confirmed at launch. The period, terms and regional service arrangement will be published once they are fixed. We would rather leave this blank than publish a number that changes.
No. Opening an intrinsically safe device or fitting a part that is not named in the certificate schedule takes it outside its certification, so it is no longer a certified device and must not go back into a classified area. Repair runs through SAMS and the partners it is appointing only.
Battery replacement follows the conditions of safe use in the certificate schedule and is handled through authorised channels using approved parts. The final policy is confirmed by the issued certificate, so it is described here as to be confirmed at launch.
Charging is governed by the conditions of safe use on the certificate. In practice, for an intrinsically safe handset that normally means charging in a safe area rather than inside a classified one. The exact wording will come from the certificate schedule, which is one reason the 4,000 mAh battery is specified to carry a full shift.
To be confirmed at launch. It launches on Android 16 with enterprise management. Given how long hazardous area phones stay in service, this is a question worth asking every supplier you shortlist.
The site runs in several languages, and local-language documentation is planned for the launch markets. Day-to-day support in a given country will normally run through the appointed distributor there, with SAMS behind them, and English is always available directly.
Datasheets, the certification schedule and distributor enquiries all reach the same team.
