Smartphone & Non-Standard Device Support Summary
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. 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 these support standards will be posted on the Butler IT web site and will be communicated to the Butler community via the Butler Connection.
Basic Support Definition
Basic support includes advice and general troubleshooting as they relate to:
- Butler WiFi (on WiFi capable devices)
- Butler Email 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
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)
- Butler Email 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
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.
|
Butler-Owned Device |
Version & Up |
Support Level |
|
iPhone |
4 |
Basic |
|
iPod Touch |
4 |
Basic |
|
iPad |
4 |
Basic |
|
Android Phone |
|
Basic |
|
Android Tablet |
|
Basic |
|
Windows Phone |
6 |
Basic |
|
Blackberry |
|
Limited |
|
Symbian Phone |
|
Limited |
|
Non- Butler Device |
Version & Up |
Support Level |
|
iPhone |
4 |
Limited |
|
iPod Touch |
4 |
Limited |
|
iPad |
4 |
Limited |
|
Android Phone |
|
Limited |
|
Android Tablet |
|
Limited |
|
Windows Phone |
6 |
Limited |
|
Blackberry |
|
Limited |
|
Symbian Phone |
|
Limited |