WNYRIC provides technical staff for unlimited ticket support of the district's issues with mobile devices that are managed by their Mobile Device Management. No onsite support is provided under this service.
This service does not include, but is designed to work in conjunction with other WNYRIC supported services such as Mobile Device Prep 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.
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).
Mobile Device Management (MDM) WNYRIC Support 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 WNYRIC Support 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.