Support
This page clarifies the nature and scope of support provided by the Office of Technology Services. All other support and services should be obtained through your service provider or retail point of purchase.
Contact the OTS Technology Support Desk or submit a service request if you need additional help.
Never Supported or Sanctioned
The following devices are neither supported nor sanctioned by the Office of Technology Services.
- jail-breaking devices
- replacing the operating system with a non-official version ("cooked kernel")
- removing security code from the device
- installing, troubleshooting, or maintaining apps that are not used for university work
- bluetooth sync with automobiles
Provided Services and Support
Here are links to support pages for , and devices.
| SERVICE/SUPPORT | University-Owned Standard Mobile Device | University-Owned Non-Standard Mobile Device | PERSONAL MOBILE DEVICE | INSTRUCTIONS |
|---|---|---|---|---|
| Request a university-owned cell phone or service | Yes | Yes | Yes | Request Process |
| New phone delivery/activation | Yes | Yes | No | Follow guide included with phone |
| Basic training for device functions and features | Yes | No, Limited | No, Limited | and user guides |
| Security: Duo, Passcode, Anti-Virus, Lost/Stolen devices, Find My Phone, Remote wipe | Yes | Yes | Yes | Mobile Security |
| Apple ID/Google ID support | Yes, Limited | Yes, Limited | No | and instructions |
| Download and configure Outlook on mobile device (Native or Outlook app) | Yes | Yes | Yes | |
| Configure connections to TU's wireless networks (tu-secure and tu-openaccess)* | Yes | Yes | Yes | TU wireless |
| Assist with connecting to web services | Yes | Yes, Limited | Yes, Limited | Submit a service request |
| Assist with connecting to Virtual Workspace and VPN for remote access | Yes, Limited | Yes, Limited | Yes, Limited | Virtual Workspace & Remote Access |
| Assist with installing WebEx Teams | Yes | Yes | Yes, Limited | and downloads |
| Assist with purchasing applications | Yes, Limited | Yes, Limited | No | and instructions |
| Assist with tethering (e.g. mobile hotspot) | Yes | No | No | Submit a service request |
| Assist with operating system updates | Yes | No | No | and instructions |
| Troubleshoot software and hardware issues | Yes | Yes, Limited | No | Submit a service request |
| Help backup device | Yes, Limited | Yes, Limited | No | and instructions |
| Help restore device | Yes, Limited | Yes, Limited | No | , , and instructions |
| Assist with resets/factory resets | Yes | Yes, Limited | Yes, Limited |
iPhone and Android self-help instructions |
| Work with carrier/vendor to replace hardware | Yes | Yes | No | Submit a service request |
| Assist with Wi-Fi Calling | Yes, Limited | Yes, Limited | No | iPhone and Android |
| Travel request (Temporary International plan) | Yes | Yes | No | Submit a service request two weeks prior to traveling |
*For assistance with connections to off-campus wireless networks see the customer service or local support for that location.