EMM WNYRIC Support

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Unlimited WNYRIC ticket support available throughout the year. This includes a support team to troubleshoot issues related to updates, app deployments, and any policy or restrictions. The fee is a yearly charge. This service works in conjunction with the LifeCycle EMM Technical Support or district technical staff member(s) to find a solution to issues through a ticketing system or over the phone. Ticket support is included in this service through the WNYRIC Service Desk.

See service code 650.066 for full service details.

Details Requirements Responsibilities Service Level Agreement

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).

The District agrees:

To provide a primary administrator for the district's MDM.
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 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 WNYRIC Support.
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 WNYRIC Support 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) 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. 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.