MDM Technical Support
This service provides a WNYRIC knowledgeable staff member that will provide on site technical support for the instructional mobile devices the district deploys to it's users. They will troubleshoot and diagnose hardware, OS, and network issues that cannot be resolved remotely. This service will provide the onsite technical support to help resolve issues with app deployments, profiles and restrictions deployed to Mobile Devices through the district's MDM.
Any support requiring planning for deployment, updates to the mobile device management software, and implementation is not provided by this service. Please refer to MDM Special Projects 650.066.04 service for planning, deployment, and implementation support at a higher level.
Please refer to service code 650.066 for full service details.
WNYRIC provides technical staff to the district to oversee instructional mobile device management through hardware configuration, over the air profiles and restrictions, app deployments, and basic device troubleshooting.
This service provides the onsite technical support required for the MDM Remote Management service. Any hardware or connection issues that cannot be resolved by the MDM Remote Management team will be assigned to the technical staff member provided by this service. Any additional support required by the district can be fulfilled by additional FTE or District staff time if required to solve an issue.
This service does not include, but is designed to work in conjunction with other WNYRIC supported services such as Cloud Domain Management.
We are not held responsible for any changes the vendor makes to its products and services.
- District must have a supported Mobile Device Management in place and operational.
- A district designated staff member to work with WNYRIC staff.
- Comply with regional and state standards.
- Comply with federal copyright laws.
- Provide release time for technical training and regional meetings.
- Provide sufficient time for technical staff to accomplish assigned tasks.
- Provide qualified/responsible personnel to perform needed functions to support the district's mobile devices.
- Provide necessary training so WNYRIC personnel are able to keep current with new technology.
- Allow time for WNYRIC Staff to get receive training by the LifeCycle MDM Team.
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.