Are there any prerequisites for enrolling in TLC?

Before a department can be scheduled to onboard, it must meet the following requirements:

• Using the University O365 email system, not a departmental service
• Employees in CatNet 2.0 Active Directory
• Any local file shares moved to cloud storage
• Any IT staff having access to ServiceNow ticketing

Are shared workstations like hotel space, conference rooms, or labs covered under the TLC service offering? 

Customers of TLC Extended will receive desktop support for shared devices. Currently, only devices for specific users can be enrolled in Workspace One. At some point in the future, we may be able to enroll shared-use devices in UEM.

For units that have IT staff, what role will they play for units/departments in TLC?

This will largely depend on the amount of overlap in the responsibilities and support. For some groups there will be little to no overlap which results in the IT staff continuing with their current responsibilities. For groups with larger overlap, this will open up capacity of those staff members to perform higher value IT work within their unit.

Will there be support offered to existing devices?

Yes, onboarding existing individual use devices will be part of the process after a new unit enrolls in the service. In TLC Extended, the team will support these devices going forward as well as facilitate the warranty work as needed for devices still under warranty.

How will units replace devices? 

In TLC Extended, the support team will facilitate the workstation purchase and maintain inventory on hand for streamlined fulfillment.   

Units in TLC Enterprise (and units not yet in TLC) can purchase through CDW to leverage the discounts TLC has negotiated.  

How long is the refresh cycle?

TLC's recommended refresh cycle is Windows – 4 years, Mac – 5 years, monitors and keyboard/mice—as needed. 

Units enrolled in TLC may take longer to refresh a device as long as it can still be updated to a TLC-supported operating system (actively supported and patched by the OS manufacturer). 

Will TLC cover employee-owned devices? 

Employees are welcome to contact the 24/7 Support Center for assistance with their personally owned devices.

TLC supports University-owned devices. TLC is supporting the objectives of ASITS to meet State Auditor General security requirements, and adhering to the standard that all employees doing work on behalf of the University (including student employees) should do that work on a University-owned device. Departments that permit University work to be done on personally owned devices will need to name a security risk owner and meet security requirements (e.g., providing TikTok removal attestations) for all personally owned devices used for University work.

When getting a new device, do I have to come onsite to obtain my hardware?

No. The Tech Studio in the UITS building will have the offered hardware onsite and TLC Extended customers can visit the studio or have the equipment delivered to their campus office. To schedule a desk-side drop-off, please visit our Tech Studio Bookings or stop by without an appointment.

For out-of-town staff, we are able to ship the equipment directly to the customer. Customers should retain boxes for later shipping back to campus. Replacement packaging and shipping costs will be charged at the expense of the department.

Will support be needed to assist in setting up the ordered hardware?

While support is available via phone, chat, in person desk side, and at the Tech Studio if needed, the hardware will come ready to use. You will just need to plug everything in and log on to the device.

How will support for the managed devices be provided?

There will be multiple channels of support offered to suit your needs. Support channels include in-person, phone, chat, remote, and online ticket from service portal.

Can I receive support for my enrolled device at the Tech Studio?

Yes, there will be staff onsite to provide support.

Are there limits to the distance in-person support will go?

Yes, in-person support is limited to University locations in the Tucson and Phoenix areas; however other support channels are available nationwide. 

Does TLC support printer issues?

TLC will support printing issues related to your device, such as remapping printers, installing drivers, and changing default printers.

How do I get software in TLC?

Your hardware will come pre-loaded with the software you need for your work, based on your role. You can access additional software through a curated app catalog in the TLC Intelligent Hub for your computer or tablet.

Can departments customize their software choices?

The TLC service team can work with your department to create a template that includes unit-specific applications when deploying a new device. Departments can also submit a request form for review of a software title for inclusion in Intelligent Hub.

What is an endpoint?

Any physical device that can be connected to a network, including computers, laptops, and tablets.

What is Unified Endpoint Management?

UEM is software that allows IT to manage, secure, and deploy intuitional resources and applications on any device from a single console. TLC will be able to keep your operating system, software, drivers, and security up to date and secure remotely, without having to set an appointment with you.

Will departmental IT have access to the asset inventory?

Yes, IT groups will have access to see UEM-enrolled devices through ServiceNow reporting.

What operating systems are supported in UEM?

Windows, MacOS, ChromeOS, iOS, and Android are supported in the platform.

Will devices be enrolled in TLC be in CatNet 2.0?

Yes, enrolled devices will be joined to CatNet 2.0. Any existing devices to be onboarded into TLC must be in CatNet 2.0.

Will existing inventory be eligible to be enrolled in the service?

Yes, during onboarding the existing endpoints will be enrolled in the platform.

Is there a distributed license model for the UEM platform?

The license model is per endpoint. The current scope is just for the machines that are enrolled in the service.

Can our unit enroll additional devices in the TLC UEM?

Yes, additional individual-use devices can be enrolled and supported in TLC.

Can mobile devices such as tablets be enrolled in the platform?

Yes, any tablets that use a supported operating system can be enrolled.

Will cell phones be enrolled into the platform?

While the platform allows for Mobile Device Management, we currently do not have plans to enroll cell phones in the platform.

Will Linux be included in the offering?

Not currently, however as the service matures over time Linux will come into scope.