Western Kentucky University

IT Division - Mobile and Personal Device Support - Project


Mobile and Personal Device Support Pilot Project

 

Overview

Technical Support Services is implementing a pilot project for the 2012 calendar year specifically designed to provide limited software support for personally-owned smartphones, iPads, laptops, and desktops as well as university-purchased iPads.

The process for individuals seeking help works the same as other technical support inquiries.  A WKU employee or student will contact the IT Helpdesk via phone or walk-up to the front counter for initial case generation and troubleshooting.  If a client’s question or issue cannot be resolved at first-level, a case will be escalated to the appropriate area for resolution.

The pilot will be reviewed toward the end of 2012 utilizing IT Division staff opinions and WKU employee and student feedback gathered during the pilot program regarding satisfaction with the new service.  This review will be used to help determine if the service will continue after the one-year pilot. 

Scope of Pilot Project

The scope of the support offered is below:

For Personally-Owned Equipment

  Support Available for the Included University Systems:

  • Initial setup and configuration
  • Login issues
  • Troubleshooting features that are not working correctly

 University Systems Included:

  • Blackboard
    • For iPad, iPhone, Android, Blackberry – Blackboard Mobile Learn app
    • For Windows (excluding Windows Mobile) – Internet Explorer or Firefox browsers
    • For Macintosh – Safari or Firefox browsers
  • Email/Calendar/Contacts (Exchange for Faculty and Staff; TopperMail for Students)
    •  For mobile devices – Device native app
    •  For Windows, Macintosh – OWA (Windows only), OWA Light, Outlook.com
  • Wireless
    • For Apple,  Android, Blackberry, and Windows – Connectivity to WKU-Guest, WKU-Wireless, and WKU-Secure.
  • iWKU
    • For iPad, iPhone, Android, and Blackberry only – Device native app

No on-site support:

Once the IT Helpdesk determines all options have been exhausted over the phone, a case may be escalated to the appropriate area, or clients may be directed to bring the device or equipment to Technical Support Services for further troubleshooting and repair.

No Liability Clause:

Faculty and Staff:

Consultants within WKU's IT Division have been trained to perform diagnostic and repair work; however, the IT Division is not liable for any damages while attempting to repair issues on personally-owned equipment. Furthermore, the IT Division is not responsible for any data loss that may occur as a result of work performed. In the event the device or equipment is unable to be repaired by WKU's IT Division, the client is responsible for seeking support elsewhere.

Students:

Consultants within WKU's IT Division have been trained to perform diagnostic and repair work; however, the IT Division is not liable for any damages while attempting to repair issues on personally-owned smartphones or tablets. Furthermore, the IT Division is not responsible for any data loss that may occur as a result of work performed. In the event the device or equipment is unable to be repaired by WKU's IT Division, the client is responsible for seeking support elsewhere.

For University-Purchased Tablets

Support Available:

  • Initial setup and configuration
  • Login issues
  • Troubleshooting features that are not working correctly
  • Connecting/Synchronizing configuration and issues
  • Resetting to default configuration

University Systems Included:

Support for all of the above systems is included for university-purchased tablets

Continuation of Existing Support:

The support of University-Purchased laptops and desktops will remain unchanged and Technical Support Services will continue servicing this equipment as it always has. 

For information on WKU mobile device services, visit Mobile Support.

 Last Modified 10/29/13