Service Level Standard
Personal Devices
Revision History
Date Version Changes
2/17/2012 1.00 Initial Draft
Special Note: Service Level Standards will be reviewed and updated following the end of the spring semester and updated version will be available by August 1st.
Table of Contents
Executive Summary ... 1
General Overview ... 1
Roles and Responsibilities ... 1
Information Technology ... 1
Personal Device End User ... 1
Service Level Standards ... 2
Support Issues ... 2
Business Data ... 2
Data Recovery ... 2
Email, Calendaring, Tasks ... 2
Hardware, Software, Apps ... 2
Loss of Physical Device ... 2
Network Drive Access ... 3
North Central Owned Software ... 3
Printing ... 3
Relations with manufacturers, internet, and data providers ... 3
Remote Access (NetPC2) ... 3
Wireless Internet Connection ... 3
Executive Summary
The Personal Device SLS defines and outlines the relationship between North Central Information Technology and employees who choose to use their personally owned devices for business related purposes. Personal devices include smartphones, laptops, tablets, netbooks, desktop computers, or other electronic computer related devices. Digital information owned by North Central includes North Central email, folders/files on network drives, etc.
General Overview
The following support standard and guidelines will effectively maintain support and accommodate personal device requests. This document outlines the most current standards. Information Technology requires all employees that choose to use personal devices for business related matters to be compliant with this policy before support is rendered.
Roles and Responsibilities
Information Technology
Information Technology’s responsibility includes purchasing, maintaining, securing, and updating technology. There are different circumstances when an employee chooses to use their personal device for business related purposes. In these instances, the employee can bring their request to Information Technology for assistance with their personal device. Information Technology will assist the user with setting up access to North Central owned digital information. Due to a vast amount of different variables with personal devices, Information Technology cannot guarantee access to North Central owned
information on every device. If it is determined that the personal device is unable work with North Central systems, it will not be responsibility of Information Technology to repair or update software or hardware on the personal device. Information Technology will make an effort to provide current
available documents and resources that may or may not include the information needed for the specific make of personal device or operating system. Information Technology does not necessarily guarantee the conclusion or resolution of the request as the specific provider or manufacturer of the personal device may need to resolve. The Information Technology Department may choose to suspend or eliminate the privilege of employees accessing North Central owned digital information on a personal device use at any time, if a security breach is found, standards or laws change, or a determination by any direct supervisors that personal devices are more disruptive, rather than productive to the job
responsibilities of the end user.
Personal Device End User
The end user shall be responsible for purchasing, configuring, repairing, setting up personal data plan or internet connections, and contacting appropriate manufacturer in the event of a problem with their personal device. The end user acknowledges that North Central University does not offer any form of compensation to the employees if they choose to use their own personal devices for business related matters. It will be the responsibility of the end user to ensure their personal device is protected in a manner that reduces the risk of the University from any business related data being corrupted or stolen from the device. Depending on how the specific person device is used, the end user may need to comply with applicable North Central security policies such as setting passwords, allow remote wiping of device, and proper encryption standards. If there is failure to comply with the security requirements, accessing
North Central owned digital information will not be granted. The end user also must take it upon themselves to not store North Central owned digital information that may contain sensitive data on local storage (hard drives, flash drives, etc.) on the personal device. In the event a person device gets misplaced or stolen, the end user must contact Information Technology immediately. Depending on the circumstance, Information Technology may execute a command to remotely wipe the device. That will be determined on a case-by-case basis. If a security breach is found the end user may be restricted from accessing North Central owned digital information from personal devices in conjunction with North Central owned services and systems.
Service Level Standards
This section outlines and defines the most common support requests for personal devices. Any support request not listed below will be handled on a case-by-case basis.
Support Issues
Business Data
Any business data such as Word documents, Excel spreadsheets, etc. that have been transferred from the end users computer to the end users personal device, or vice versa, could result in the data becoming corrupted, formatting may change, or data may be lost. The end user will be responsible to adjust the data as needed on their personal device. If needed, Information Technology will attempt to recover a backup of the original data, providing the data is available on North Central’s network or backup drives.
Should the employee leave North Central for any reason, all business data must be removed from the device. Access to North Central owned digital property will also be permanently terminated.
Data Recovery
Information Technology will not attempt to recover any lost data on the end user’s personal device. The personal device manufacturer or wireless provider should be contacted in this case.
Email, Calendaring, Tasks
Personal
o Information Technology will not assist with setting up any personal email accounts on the end users personal device.
Business
o Information Technology will assist with setting up North Central e-mail on the personal device. Depending on the specific device, Information Technology may only be able to provide a configuration information sheet for setup.
Hardware, Software, Apps
Information Technology will not repair or make any modifications to any personal devices. This includes, but is not limited to: battery replacement, storage device replacement, software updates, software purchases, App purchases, etc.
Loss of Physical Device
If an employee’s physically loses their personal device, they must report the loss to Information Technology within immediately of the noticed disappearance. This is so Information Technology
can monitor the employee’s business accounts for possible fraud, identity theft, and protection of North Central student’s personal information.
Any costs associated with the lost device or replacing the device shall be the responsibility of the end user.
Network Drive Access
Personal devices will not be able to connect directly to network drives. NetPC2 should be utilized for this purpose.
North Central Owned Software
Due to licensing requirements, North Central owned software may not be installed on personal devices. Access to software may be available on NetPC2.
Printing
Personal owned devices will be unable to print to North Central networked printers. The end user is responsible for finding other means for their printing needs.
Relations with manufacturers, internet, and data providers
Information Technology will not mediate repair, service, or any other issues with the end users internet/data provider or personal device manufacturer. This shall be the sole responsibility of the end user.
Remote Access (NetPC2)
Devices need to have a ‘remote desktop connection’ client installed on the device in order to utilize NetPC2. Not all devices work with remote desktop connection, therefore may be technically unable to use NetPC2.
If a purchase of remote desktop connection software is needed, it will be the responsibility of the end user to purchase with personal funds.
Wireless Internet Connection
On campus
o Information Technology will assist with setting up North Central wireless connection on the personal device. Depending on the specific device, Information Technology may only be able to provide a configuration information sheet for setup.
Off campus
o Information Technology will not assist with setting up wireless internet from locations that are located off campus.
Recommendations
Information Technology strongly recommends end users whom have personal devices use the password-locking feature found on most personal devices. This feature will provide an extra layer of security of the information that may be on the personal device in the instance that there may be a loss of the device or a possible security risk.
Information Technology strongly recommends that the end user store business related files on the North Central network. All data stored on the North Central network is backed up routinely. This will be helpful in the event that the personal device malfunctions, local files become corrupt, or the personal device gets stolen or misplaced.
