EMM White Glove

• Keep your projects on schedule by eliminating out-of-box failure, dead-on-arrival deliveries, and merchandise replacements. All Dead-on-Arrival (DOA) devices will be exchanged by WNYRIC staff. 
• Eligible Devices 

• WNYRIC supported devices manageable by WNYRIC supported management systems. iPad OS devices supported by the district's enterprise mobility management and eligible for the Device Enrollment Program (requirement: purchased through Apple Education). 
• Any single system with Chrome operating system preinstalled and supported by the hardware manufacturer. 

• Eliminate the need to ship Chrome OS and iPad OS devices to your district’s central IT office, unbox, configure, repackage, and then ship them to your destination. 
• WNYRIC is not responsible for any vendor supplied changes to features, functions, or charges that may affect the service as described.  

WNYRIC Deliverables:

• Devices unboxed and inspected for physical damage.
• Device powered on and inspected for out-of-box failures and defects. Defective devices will be exchanged/returned by WNYRIC staff. 

• Device will be enrolled to the district EMM system. 
• Devices moved to desired OU/container/group. There will be no modification to additional data fields in the Google admin console. 
• If the district has purchased cases, they will be put on the devices. Cases need to be purchased and delivered to the same location as the devices. 
• Devices will be enrolled in the district's EMM system through the enrollment process. 

• The device will be tagged with a standard Erie 1 BOCES asset tag (if purchased through BOCES). 
• The device will be tagged with one district asset tag (if provided by district).  
• The device will be tagged with one additional tag (if provided by district). Information must be scannable or given to WNYRIC on a spreadsheet if it is required on the inventory spreadsheet. 
• iPad OS Devices – WNYRIC will utilize Apple's Device Enrollment Program (DEP) service and follow the process to enroll the devices in the district's EMM system. 
• Google Chrome OS Devices – Enrolled in district Google admin domain and moved to requested OUs. 

• An inventory spreadsheet will be provided to the district. 

• Cart assembly, cable management and cart labeling are included if they are purchased at the same time and delivered to the same location as the devices. 

District Deliverables: 

• Provide the EMM team with a designated district staff member to plan and implement provisioning of the devices.  
• Provide a management system for device enrollment.  
• Provide admin access and an enrollment account in the management system for the service to enroll the devices.  
• Purchase valid licenses for all devices managed by the district's management system.  

• Provide district asset tags (If requested). 
• District will complete EMM White Glove Questionnaire in Service Now prior to device prep.  
• The district will utilize Apple's Device Enrollment Program (DEP). 
• If on-site enrollment, provide access to a secure wireless network. 
• If on-site enrollment, provide adequate space to complete the work. 

• Provide access to the appropriate resources and notify the WNYRIC of any problems of inaccessibility to those resources.  
• Comply with regional and state standards and federal copyright laws. 
• Comply with vendor licensing requirements.  
• Allow sufficient time for staff to accomplish tasks.  
• The service is not responsible for any escalated issues unresolvable by the vendor.  

The WNYRIC utilizes cost effective best practices determined by research that allows our experienced and trained technical staff to perform robust testing and support of the WNYRIC network in the areas of security, infrastructure, energy management, virtualization strategies, disaster recovery and business continuity. Therefore, we are able to be a district advocate for vendor contract issues and aggressively negotiate contract pricing and performance terms. Staff follow best practices in order to provide necessary security as it relates to the most recent student, teacher and principal data security and privacy regulations. 

Service Desk can be reached Monday to Friday from 7:00 a.m. to 4:30 p.m. by calling (716) 821-7171, 1-800-872-0780. A representative will be available from 4:30 p.m. through 11:00 p.m to assist you with calls regarding emergency situations. During all other hours and holidays, a caller will receive important information regarding coverage.