With the plethora of smartphone and tablet-type devices available on the market, as well as the wide range of carriers, plans, options and services, the Office of Technology Services (OTS) has prepared this reference page to clarify the nature and scope of the support we provide.
All other support and services should be obtained through your service provider or retail point of purchase.
|SErvice/Support||University-Owned Standard Mobile Device||University-Owned Non-Standard Mobile Device||Personal Mobile Device||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 to VPN||Yes||Yes, Limited||Yes, Limited||Yes, Limited|
|Provide best practices||Yes||Yes||Yes||Yes|
|Configure connections to tu-secure and tu-openaccess wireless networks*||Yes||Yes||Yes||Provide Instructions|
|Download and configure Outlook App||Yes||Yes||Yes||Provide Instructions|
|Configure Exchange email, contacts and calendar on iOS and Android native email apps||Yes||Yes||Yes||Provide Instructions|
|Download and install Duo Mobile App; provide reference and training materials about Duo Multi-Factor Authentication||Yes||Yes||Yes||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||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.