Blackberry Devices at MHC - Service Level Agreement

Who provides support?

As with most new handheld devices, a Blackberry should be thought of as muiltple devices combined within one small, convenient package:
- Phone
- PDA, (Personal Digital Assistant)
- Multimedia Device

The phone portion is supported by the carrier, the desktop software that transfers multimedia to and from your computer is handled by the manufacturer. LITS is availabe to help with MHC email and calendar function, as applied to Meeting Maker.

Service Provider (Verizon, AT&T, TMobile) Support

• Initial device setup
• Voice communication setup/support
• Data connection setup/support
• Account Problems, including access to the service provider’s website
• Hardware problems
• Vendor-specific versions of device operating software

Blackberry Support
http://na.blackberry.com/eng/support/

• Blackberry Desktop Software
  - Transferring of pictures, video and audio files to and from your computer and device
  - Backing up the device via their Blackberry Desktop Software
  - Another solution for hardware support
  

LITS Support

• MHC Email setup and configuration
• Syncing with Meetingmaker - Notify Link Software (Senior Staff Only)

The Process

Our synchronization software, Notify Link, works with most versions of Blackberry devices. On occasion we have noticed a lag-time between when the newest model is released and the appropriate version of software is available. If you are thinking of purchasing the newest model and are on the cutting edge, then it is advisable to check this site to assure that the model is listed here: http://notifylink.notify.net/downloadBlackBerry.asp

Service Provider

You may choose the service provider you wish -- Verizon, AT&T, Sprint, etc.  We recommend you find out which provider has a strong signal both at your home as well as at work.

You will need to purchase an unlimited data plan due to the high level of data that is transmitted throughout the day with calendar syncing and with the normal amount of email.

If you frequently travel out of country, you should speak to your provider about international travel plans. Most have a flat rate for both voice and data calls. Be sure to get things in writing.

Setup

If purchased online, there are some steps which you may have to go through on your own that are usually performed within a brick and mortar store, such as inserting a SIM card, inserting the battery, and filling out information about yourself on the initial welcome screens. We are able to answer questions about this if need be, however, don't forget that you can also contact the provider from whom you purchased the device for assistance they all have 800 numbers for customer service.

Before LITS is able to assist, the Blackberry needs to be charged and setup with both voice and data communications. If you cannot open up the web browser and access web pages on the device, then we also would not be able to setup email or sync software.  If there are problems with not being able to place calls or access the internet on your phone, the service provider is whom you would contact for assistance.

The Helpdesk may be able to assist setting up mobile email through a phone call to the helpdesk, (depending on who is present at the time of your call). Any problems would need to be investigated in person at the Information Commons. Regarding Notifylink, our Sync Software, the Blackberry has to be on campus and LITS needs to handle the device in person. You may contact the Helpdesk in order to setup an appointment. Due to the different OS variations in layout and due to the high level of customization, please be aware that any future troubleshooting also needs to be performed in-person, on campus.