Mobile Device Management (MDM) Services

Mobile Device Management:

• Selective wiping and device locking to prevent data loss and security breaches.
• Remote factory reset for redeployment or employee termination.
• Centralized management of security policies (PIN length, PIN required, lock time, etc.).
• Profile management for VPN, Wi-Fi, Bluetooth.
• Adding or removing mobile devices as needed.
• Tracking devices in case of hardware loss.
• Push notification capability for defined departmental cases.
• Prevention of data transfer from UT resources to personal apps.
• Technical support.

Mobile Application Management:

• Management of UT licensed or approved applications.
• Availability on UT portal if appropriate.
• Remote installation and updating of approved applications.
• Patching of mobile OS.
• Blocking access to applications (AppStore, Google Play, etc.) if requested.
• Configuration of UT email with approved app.
• Configuration of browser policy if requested.
• Procurement of mobile applications if needed.
• Secure data handling in transit and at rest.
• Secure content viewing through managed browser, PDF viewer, Image viewer, and AV player apps if requested.

Mobile Information Management:

• Support for document synchronization (OneDrive, UT Box, etc.).
• Access to UT resources upon request.
• Data backup and encryption if needed (with exceptions).
• Monitoring and reporting on devices not meeting IT policy.
• Group-based policies and reporting for targeted device configuration.

Technology Resources Provides:

Technology Resources provides a range of services that can be included in departmental contract agreements, covering Mobile Device Management, Mobile Application Management, and Mobile Information Management. These services encompass essential functionalities for efficient device operation, application management, and information security. Departments can customize their contracts to meet specific needs, ensuring a tailored approach to Mobile Device Management, Application Management, and Information Management.

Customer/Client Provides:

Check-In and Auditing Procedures:
Departments are required to establish their own administrative procedures for checking in and out of devices. Additionally, each department holds the responsibility of auditing activities on their UT mobile devices.

Password Protection:
All mobile devices must be safeguarded with a robust password, adhering to the ISO policy's password requirements. Employees are obligated to keep their UT passwords confidential, with the only exception being shared devices, where passwords should be securely stored in Stache.

Data Integrity and Security:
Users must actively protect the integrity of data within the University's infrastructure, encompassing both internal and external cloud services. Personal data should not be stored on mobile devices, and users must ensure that data is neither deliberately nor inadvertently stored insecurely or transmitted over an insecure network. In case of a breach, users must promptly report it to TRecs.

Security Protocols for Accessing University Resources:
Any University employee using a mobile device to access University resources must adhere to all security protocols outlined in the UT security policy. Failure to comply may result in immediate suspension of access. Refer to the TRecs Mobile Device User Agreement Wrap Around Policy for comprehensive guidance.

Connection to Non-University Networks:
Users connecting University-owned devices to non-University networks for enterprise data access must follow University policies and take necessary precautions, such as using a VPN. TRecs does not offer support for personally owned devices.

Lost or Stolen Devices:
In the event of a lost or stolen device, users must promptly report it to TRecs. The device will be remotely wiped and locked to prevent unauthorized access. Recovered devices can be submitted to TRecs for re-provisioning.

What to Expect Time Frame:  

Timeline expectations are based on the unique needs of the department and as specified in contractual agreements. Our standard hours of operation are Monday through Friday: 8:00 am to 5:00 pm (excluding holidays). Extended after-hours support is available only as negotiated in advance and contractually formalized.

For immediate assistance with installations, networking, connectivity, and basic troubleshooting, you may contact us directly at 512-232-5020.  If the issue is not critical or time-sensitive, you may submit a ticket through ServiceNow by emailing TRecs-help@austin.utexas.edu.  

When you call or email us, we make an assessment based on the information you have given us to determine the priority as listed below: 

DSS develops Annual Service Level Agreements (SLAs) for each of our customer departments to specify services included customized to their unique needs, technician availability and response time requirements.  

Our standard hours of operation are Monday through Friday: 8:00am to 5:00pm (excluding holidays). Extended after-hours support is available only as negotiated and contractually formalized.

For immediate assistance with installations, networking, connectivity, and basic troubleshooting, you may contact us directly at 512-232-5020.  If the issue is not critical or time-sensitive, you may submit a ticket through ServiceNow by emailing trecs-help@austin.utexas.edu.  

When you call or email us, we make an assessment based on the information you have given us to determine the priority as listed below: 

*For issues that are Critical or Urgent, please contact our Helpdesk at 512-232-5020.

All MDM services require a departmental assessment and pricing will be customized based on specific requirements, accompanied by a signed annual contract. TRecs dedicates specific personnel to efficiently manage this service. The cost for managing each device is $100 per year.

Question: Are there any TRecs Mobile Device Management Policies that I should be aware of? 

Answer: Yes, to ensure a secure and streamlined mobile device environment, please review TRecs Mobile Device Management Policy. Additionally, please familiarize yourself with the TRecs Mobile Device User Agreement for comprehensive guidelines and expectations. These documents collectively provide a framework for responsible and effective mobile device usage within our system.

Billing for Services:

• Service contracts are invoiced/billed annually.
• Any additional services or items requested will be billed via IDT using UT Tracker.

Purchasing:

Purchase Order requests and UT Market orders are routed to BFS Purchasing. These requests require final departmental approval in FRMS.

DSS stock Items, such as hardware, batteries, and bulk-purchased software licenses, are billed via IDT using UT Tracker.