EMM Remote Management

Service Directory Search

Remote management of the district's enterprise mobility management (EMM) and any devices connected to it. This includes requested updates, app deployments, and any policy or restrictions. The fee is a yearly charge. Ticket and phone support is included in this service through the WNYRIC Service Desk. The tiered annual pricing is based on number of mobile devices: 1 - 4,999 devices is $15/device/year 5,000 - 10,999 devices is $14/device/year 11,000 or more is $13/device/year

Details Requirements Responsibilities Service Level Agreement

WNYRIC provides technical staff for remote management of the district's mobile devices through their implemented Mobile Device Management. No onsite support is provided under this service, but the district must designate a portion of an FTE to work with the remote support to handle the devices. This can be an additional .2 FTE through WNYRIC services or a .2 FTE amount of an already allocated technical resource can be dedicated to this task. This is dependent on the amount of technical support already present in the district.

This service does not include, but is designed to work in conjunction with other WNYRIC supported services such as Cloud Domain Management and LifeCycle MDM Technical Support.

We are not held responsible for any changes the vendor makes to its products and services.

The District must:

have a WNYRIC supported Mobile Device Management (MDM) solution implemented.
grant administrative access to the MDM.
purchase valid licenses for all devices managed by the district's MDM.
have a robust wireless network and internet connectivity. * either contract for additional technical support or allocate at least .2FTE of the current support structure to assist with this ongoing remote support service

The District must provide WNYRIC with the following:

Required remote access to the district's MDM.
Global Administrator access to the MDM.
The required remote access to the district's Active Directory and any member servers related to the district's MDM.
Remote access to any network where the mobile devices are intended to operate (i.e. enabling troubleshooting of device or MDM issues).

The District agrees:

that the WNYRIC will be the primary administrators for the district's MDM.
that specified district technical support staff will have limited administrative access to the district's MDM but must be available when needed to assist with devices
to provide a staff member designated as the primary contact as well as a backup to work with WNYRIC technical staff to provide information requested regarding the management to be implemented under this service to solve any MDM or device issues. Staff that are knowledgeable with the apps and restrictions requested by the districts is necessary to supplement the remote support team.
to provide continuous and remote access to the appropriate resources and notify the WNYRIC of any problems of inaccessibility to those resources.
to provide access to any resources (i.e. member servers, certificates, and web portals) necessary to fulfill the district's request for MDM Remote Management.
to adhere to any downtime required to facilitate changes or repairs.
to comply with regional and state standards
to comply with federal copyright laws
to comply with vendor licensing requirements
to provide release time for technical training and regional meetings
to allow sufficient time for technical staff to accomplish assigned tasks when scheduling any announcements, training or testing of newly requested features
to upgrade any operating systems required for the successful MDM operation. These upgrades are the district's responsibility to complete. This includes devices and servers.
to make any on premise Active Directory changes
that the MDM Remote Management service is not responsible for any escalated issues unresolvable by the MDM vendor.
to adhere to the most recent student data security and privacy regulations

Mobile Device Management (MDM) Remote Management service will provide the following:

Professional and qualified personnel to perform needed functions to support the district's mobile devices through the MDM remotely.
WNYRIC technical staff with training.
Support of current MDM provided apps
Up to 4 hours of best effort deployment of any apps not supported by the MDM vendor (Special Project hours may be requested beyond 4 hours for deployment from 550.066.04/650.066.04 MDM Special Projects)
Remote troubleshooting and resolution of MDM issues
Support Escalation of MDM issues to vendor support teams

Exclusions, MDM Remote Management service will not provide:

Support for any third party applications available for deployment through the MDM
Support of any application or features currently unsupported by the vendor
Any Feature that is supported by a WNYRIC service such as email, Cloud Domains etc.
Active Directory administration, profiles, and policies See 550.882.41 or 650.882.41 for this type of support
Local Support of district devices
Locally installed applications on district resources (i.e Google Drive, OneDrive, and etc.)

WNYRIC is not responsible for any Vendor supplied changes to features, functions, or charges that may affect service as described.

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 –Friday from 7:00 a.m. – 4:30 p.m. by calling (716) 821-7171, 1-800-872-0780 or by e-mail at servicedesk@e1b.org. 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.