Due to the unique nature of many consumer devices and
Information Technology's (IT) limited ability to manage, upgrade,
and repair them, IT only offers two levels of support
for smartphones and non-standard devices. Examples
of non-standard devices include iPads, Android tablets, etc.
Butler standard devices are listed here. If
a device is not on the Butler standard list it is considered
non-standard.
Below are two levels of support: Basic and Limited. The level of
support provided for each platform is based on IT's evaluation of
current usage trends on Butler's campus as well as the financial
viability of specific support structures. For example, basic
support of Blackberry devices would require costly additions to
Butler's infrastructure; as a result, IT only provides limited
support for Blackberries at this time. These evaluation
periods will occur every two years and updates to this policy will
be posted on the Butler IT web site and will be communicated to the
Butler community via the Butler Connection.
Basic Support Definition ~ Show
Information
Basic support includes advice and general troubleshooting as
they relate to:
- Butler WiFi (on WiFi capable devices)
- BUmail setup (Exchange and IMAP connections)
- Connection to computer and use of vendor's official sync
software
- Updating of device operating systems or firmware
Faculty & staff will be charged a flat rate of $35.00 per
incident for service on devices with basic support that require
more than 30 minutes of an IT full time staff member's time. In the
event that the IT technician is not able to resolve the issue, the
fee will be waived. Faculty & staff have the option of charging
the fee to their department (for University owned devices) or
paying the fee themselves at Student Accounts. Students
are not charged for assistance at this time.
IT will continue to be proactive in the testing of the supported
devices prior to major infrastructure changes such as email system
upgrades.
While every effort to resolve issues will be made, IT
technicians maintain the right to discontinue work on a specific
issue.
Basic Support Does Not Include:
- Reconciling billing issues with carriers
- Repairing hardware
- Non-vendor compliant hardware (i.e., third-party hacked or jail
broken phones)
- Non-IT created application support
For these issues, please contact your wireless provider
directly.
Limited Support Definition ~ Show
Information
Limited support includes no more than a 30 minute friendly
evaluation of the issue and attempts at possible resolution as they
relate to:
- Butler WiFi (on WiFi capable devices)
- BUmail setup (Exchange and IMAP connections)
- Connection to computer and use of vendor's official sync
software
- Updating of device operating systems or firmware
Beyond the 30 minute timeframe, users should contact their
specific carrier or device manufacturer for further assistance. In
addition, IT will continue to maintain web documentation that
provides the general settings necessary for BUmail setup for most
limited support devices. This documentation, if available, can be
accessed from the IT smartphone homepage.
Limited Support Does Not Include:
- Reconciling billing issues with carriers
- Repairing hardware
- Non-vendor compliant hardware (i.e., third-party hacked or jail
broken phones)
- Non-IT created application support
For these issues, please contact your wireless provider
directly.
Butler-Owned Devices ~ Show
Information
IT requires that a warranty be purchased on all Butler-owned
devices when available. IT will not attempt to repair damaged or
defective devices, but will coordinate repairs for these devices
when they are covered under warranty. IT will not provide loaner
devices during repair. IT will track these devices in University
hardware inventory.
Due to the lack of enterprise integration tools available for
these devices, in most cases IT is not able to install or support
applications. Therefore, individual clients and departments are
responsible for purchasing and loading applications. In the event
of a catastrophic failure of the operating system or physical
damage to the device, IT will reload the operating system; however,
IT will not backup or restore data. It is the client's
responsibility to back up data. To learn how to back up data,
please visit the manufacturer's website.
Per the Computer Use Master Policy
client's are also responsible for securing any sensitive data on
their device by restricting access with a password or other tools.
Instructions for setting a password are available on support sites
for most devices.
IT will provide 30 minutes of friendly advice for these types of
devices. Any additional support will require a flat fee of $35 per
support incident.
Many of these devices are used to access Butler computer
services (e.g., BUmail, Butler wireless, etc.). To that end, IT
will provide documentation and general settings for devices running
on the Apple iOS, Android and Windows Mobile platforms. For
specific wireless information visit Get Connected to the Butler Network; for
specific BUmail access information visit How to Access
Butler Email Via a Smartphone or Other Device.