Support
This page clarifies the nature and scope of support provided by the Office of Technology Services. All other support and services should be obtained through your service provider or retail point of purchase.
Contact the OTS Faculty/Staff Help Center or submit a TechHelp service request if you need additional help.
Never Supported or Sanctioned
The following devices are neither supported nor sanctioned by the Office of Technology Services.
- 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
Provided Services and Support
| SERVICE/SUPPORT | University-Owned Standard Mobile Device | University-Owned Non-Standard Mobile Device | PERSONAL MOBILE DEVICE | INSTRUCTIONS |
|---|---|---|---|---|
| Request a university-owned cell phone or service | Yes | Yes | Yes | Request Process |
| New phone delivery/activation | Yes | Yes | No | Follow guide included with phone |
| Basic training for device functions and features | Yes | No, Limited | No, Limited | iPhone and Android user guides |
| Security: Duo, Passcode, Anti-Virus, Lost/Stolen devices, Find My Phone, Remote wipe | Yes | Yes | Yes | Mobile Security |
| Apple ID/Google ID support | Yes, Limited | Yes, Limited | No | Apple and Google instructions |
| Download and configure Outlook on mobile device (Native or Outlook app) | Yes | Yes | Yes | Mobile Configuration |
| Configure connections to TU's wireless networks (tu-secure and tu-openaccess)* | Yes | Yes | Yes | TU wireless |
| Assist with connecting to web services | Yes | Yes, Limited | Yes, Limited | Submit a TechHelp service request |
| Assist with connecting to Virtual Workspace and VPN for remote access | Yes, Limited | Yes, Limited | Yes, Limited | Virtual Workspace & Remote Access |
| Assist with installing WebEx Teams | Yes | Yes | Yes, Limited | iPhone and Android downloads |
| Assist with purchasing applications | Yes, Limited | Yes, Limited | No | iPhone and Android instructions |
| Assist with tethering (e.g. mobile hotspot) | Yes | No | No | Submit a TechHelp service request |
| Assist with operating system updates | Yes | No | No | iPhone and Android instructions |
| Troubleshoot software and hardware issues | Yes | Yes, Limited | No | Submit a TechHelp service request |
| Help backup device | Yes, Limited | Yes, Limited | No | iPhone and Android instructions |
| Help restore device | Yes, Limited | Yes, Limited | No | iPhone, Android, and Samsung instructions |
| Assist with resets/factory resets | Yes | Yes, Limited | Yes, Limited | |
| Work with carrier/vendor to replace hardware | Yes | Yes | No | Submit a TechHelp service request |
| Assist with Wi-Fi Calling | Yes, Limited | Yes, Limited | No | iPhone and Android instructions |
| Travel request (Temporary International plan) | Yes | Yes | No | Submit a TechHelp service request two weeks prior to traveling |
*For assistance with connections to off-campus wireless networks see the customer service or local support for that location.