About TU

OFFICE OF TECHNOLOGY SERVICES

Mobile Device Support

Scope of Support Chart

 

With the large number of smart phone and tablet-type devices available on the market, along with the wide range of carriers, plans, options, and services, the Office of Technology Support (OTS) has prepared this fact sheet to clarify the nature and scope of the support we provide. Click here to print a PDF of the Scope of Support Chart.

 

Services and Support Provided

University-Owned Standard Mobile Device

University-Owned Non-Standard Device

Personal Mobile Devices

University-Owned Shared Devices


Assist with connecting to web services

YES

YES, limited

YES, limited

YES, limited


Assist with connecting to Virtual Workspace/ Citrix
YES
YES, limited
YES, limited
YES, limited

Assist with connecting through VPN
YES
YES, limited
YES, limited
YES, limited


Provide best practices

YES

YES

YES

YES


Configure connections to tu-secure and
tu-guest wireless networks *

YES

YES

YES

Provide Instructions


Configure email, contacts, and calendar

YES

YES

Provide Instructions

Provide instructions


Set up Passcode for security

YES

YES

YES

YES


Transfer contacts, data, and apps where possible

YES

NO

NO

NO


Help with backups and restores

YES

NO

NO

NO


Basic training for device functions and features

YES

NO, Limited self-help documentation

NO, Limited self-help documentation

NO, Limited self-help documentation


Assist with tethering, if applicable; e.g. mobile hotspot

YES

NO

NO

NO


Assist with operating system updates

YES

NO

NO

NO


Troubleshoot software and hardware issues

YES

NO

NO

NO


Assist with resets/factory resets

YES

NO

NO

NO


Work with carrier/vendor to replace hardware

YES

NO

NO

NO


Assist with remote wipe from Outlook Web App (OWA)

Provide Instructions

Provide Instructions

Provide Instructions

Provide Instructions

*For assistance with connections to wireless networks at off-campus locations such as hotels and restaurants, see the customer service or local support for that location.

All other support and services should be obtained through your service provider or retail point of purchase.

Never Supported or Sanctioned:

  • Jail-breaking devices
  • Replacing the operating system with a non-official version ("cooked kernel")
  • Removing security code from the device
  • Installing, troubleshooting, or maintaining apps that are not used for university work
  • Bluetooth sync with automobiles

University-Owned Shared Devices:

 

Apple provides the primary expertise, documnetation, and support for deploying iOS shared devices.

Important: Sharing iOS devices in a classroom or group setting is more complex than it may appear. Before purchasing and deploying shared iOS devices, review the Towson University iOS Deployment Guide that will assit with planning. 

OTS will:

 

  • Provide consultation with departments for purchasing and planning
  • Provide assistance for setting up app store volume purchasing, if needed
  • Provide resource links, e.g. Apple Configurator

 Department Responsibilities

  • Designate a person to manage shared devices
  • Update, maintain, and backup mobile operating systems and settings, e.g. iOS
  • Purchase, manage, and install apps for the department mobile devices
  • Ensure that no University data is saved or stored on mobile device or in consumer “cloud” applications, e.g. Google Drive, Dropbox, iCloud, iTunes, etc.
  • Apple ID for volume purchasing
  • Apple ID for installing apps
  • Consider purchasing AppleCare for extended warranty and support beyond the standard one year warranty included with purchase

 

 

 

 

 

 

 

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410-704-4444

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410-704-2134

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410-704-NEWS (6397)

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