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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

Administration and Finance Questions