C.R. Bard Mobile Device Guidelines Clarifying Bard s mobile device service

Transcription

1 1 C.R. Bard Mobile Device Guidelines Clarifying Bard s mobile device service A guide for employees to understand Bard s mobile device policy and service Ref: UserGuide C.R. BARD 3/17/2014

2 Bard Mobile Device Guidelines 1 Introduction Bard has made significant changes to our policy on mobile devices. The purpose of this document is to provide Bard employees with additional guidelines on the new mobile device policy. Full details of Bard s mobile device policy can be found here. Click Here. If you have any clarification questions relating to this document, please contact Bard s ITS Service Desk (855) Introduction Getting Help Managing and Supporting Bard s Mobile Contracts Managing Security on Bard Mobile Devices Your Responsibilities Migrating Your Mobile Device to the Corporate Plan Support and Service Private Telephone number Charges, Contract Changes and Device Upgrades Important Guidelines on Using Your Mobile Device Getting Help To help you understand Bard s mobile service more thoroughly and to support you through the new process, the company is providing a number of useful resources (for more details see section 7). For self-help documentation, please refer to the employee section of (you will need to login with your network/ name and password) In general, the Tangoe Portal and the Tangoe Mobile Help Desk will be your primary point of contact for questions and order placement. o Tangoe Portal o Tangoe Mobile Help Desk: (855) from M-F 8am to 8pm EST Bard s ITS Service Desk is prepared to assist you with Bard s mobile service. Call (855) M-F 7am-11pm EST.

3 3 Managing and Supporting Bard s Mobile Contracts As mobile devices have become an increasingly important business tool for our employees, Bard recognized the need to put a comprehensive strategy in place to streamline the process for ordering devices and service, troubleshooting issues and billing in the U.S. saving time and effort for you and your immediate supervisor. 3.1 How has Bard changed its Mobile Policy? Bard is partnering with Tangoe to move from an expense-based program to manage its mobile contracts to one that pools all U.S. plans into a company-wide contract. Eligible employees who have existing private plans are required to migrate to a company-managed plan. Once you have migrated your mobile device(s) via Tangoe, you will no longer be able to seek reimbursement for business-related mobile device expenses, and will no longer receive an individual phone bill from your carrier. You will receive a monthly usage summary, and managers will see a summary for all of their employees, but you will not have to submit anything for payment. Your main contact for mobile device-related services will be Tangoe. 3.2 What is Tangoe? Tangoe is the largest global provider of communications management technology and services, with more communications spend and mobile devices under management, more large multinational customers, and more experience delivering value than any other provider. Tangoe s expense management services closely align with Bard s requirements, and will allow us to pool voice and data usage among our approximately 2,000 users to maximize savings. In addition, the Tangoe Portal and Tangoe Mobile Help Desk will be your solution for mobile device order placement and order status inquiries, order approvals, device activation and setup, lost/stolen notifications, basic troubleshooting and warranty replacements Will I receive a bill? Not anymore! AT&T and Verizon will provide Bard with collated invoices. Corporate will pay these invoices and cross-charge divisions based on the use of mobile services. This will enable Bard to save money by pooling employee use of mobile data and minutes, which will ensure that users with lighter requirements (e.g. facilitybased staff) will help balance users with heavier usage (e.g. sales and clinical staff). Although you will no longer receive a bill or enter mobile-device-related expenses in Concur, you will be able to monitor your own usage through the Tangoe portal at You will also receive a monthly detailing your use. In addition, supervisors will receive monthly summary usage reports for each of their staff. 3.3 Am I eligible? Refer to Bard s mobile policy for clarification on who is eligible for a company mobile contract. You should discuss any questions you have with your manager. 3.4 Bard Mobile Policy - Acceptance All employees provided with a mobile device must read and agree to Bard s mobile policy. This will be performed online using ComplianceWire.

4 4 Managing Security on Bard Mobile Devices Bard uses a solution from AirWatch to manage mobile devices accessing company systems and data 4.1 What is AirWatch Mobile Device Management? AirWatch is a mobile device management (MDM) solution that must be installed on all devices that are used to conduct company business. AirWatch allows Bard to distribute business applications to company-managed devices and helps us enforce the company s data security policies. For more information regarding AirWatch, refer to the MDM Frequently Asked Questions. Click Here. 5 Your Responsibilities Bard uses a solution from AirWatch to manage mobile devices accessing company systems and data 5.1 Responsibilities for Company Mobile Device Users Always consider the safety of yourself and others when using your mobile device Cost control - Monitor your use of company mobile devices Establish a company contract Migrate your personal number into/out of company contract (optional) Report lost/stolen devices immediately Report issues with mobile devices Install AirWatch on all company devices Request upgrade to your contract at the appropriate time Recycle end of life devices using Bard s approved process Electronically sign Bard s Mobile Device Policy 5.2 Responsibilities for Company Mobile Device Managers Same as Mobile Device user, plus Confirm to ITS the Mobile eligibility of individual team members Promptly review / approve mobile purchasing requests Return mobile hardware of employee leavers to ITS

5 6 Migrating Your Mobile Device to the Corporate Plan All mobile eligible users will be required to establish a company mobile contract. 6.1 How do I setup a new company mobile contract? The migration of your existing account to the pooled company plan will not take place automatically; you will have to take certain steps by the end of May in order to migrate your account. Beginning June 1, you will not be able to seek reimbursement for business-related mobile device expenses. The following guideline process is provided to guide you through the migration process: Eligible Mobile Device User without a Bard company contract Q1. Do you have an existing private contract? I do not have an existing private contract Use Tangoe Web Portal to setup a new Bard contract Click here for migration instructions I have an existing private contract Q2. Do you wish to migrate your contract to Bard? I want to keep my private contract and setup a new Bard contract Use Tangoe Web Portal to setup a new Bard contract Click here for migration instructions I want to move my Private contract to Bard Q3. Is your current provider ATT or Verizon No, I use another network Other Carrier Click here for migration instructions Yes I use ATT or Verizon Q4. Do you currently have an iphone? No I do not currently have an iphone Non Standard Device Click here for migration instructions Yes I have an iphone Verizon AT&T Click here for migration instructions

6 6.2 Migration - FAQ I m not certain if I want to keep my personal contract or not. The following guideline summarizes the different considerations for each choice. Click Here What happens if my phone is the lead handset in a family plan? If your work device is currently the lead handset of your family plan you must instruct your network carrier to reassign the lead handset to another device in your family before your migrate your contract. Failure to do so will incur significant overage charges to your family that will not be reimbursed by Bard. If your personal mobile device is the lead handset in a family plan, you will first need to notify your carrier to reassign the family plan to another handset within your family. You can do this immediately over the phone by contacting your carrier s customer service department at the number on your monthly invoice and asking your customer service representative if you can transfer the plan to another phone in your family. While we recognize that this may potentially increase your personal cost, please note that both Verizon and AT&T offer family discounts for Bard employees, which could reduce your family s mobile device expenses by as much as 20%. Go to ATT Verizon How do I login to Tangoe the first time? Go to When the Tangoe page loads in your browser, click I forgot my password under the password box. In the I Forgot My Password page, type your Bard address in the Login ID box and click go. You will receive an from [email protected] with subject Tangoe Password Reset. Please follow the instructions in that to set your initial password Do I have to switch my personal account to a corporate account? Essential and Business Important Users such as field-based staff (see Mobile Device Policy VIII-1 for definitions) who have existing private plans are required to migrate to a company plan. Such users have two options for doing so: Option 1: Migrate an existing private plan to a company plan. Bard will assume responsibility for ongoing payment of the contract. Option 2: Keep a private plan for personal use and establish a separate company plan for business use. In this case, users will remain responsible for the payment of the existing contract, and Bard will be responsible for payment of the newly-established plan for business use. Users will not be able to receive reimbursement for business use on their private plan.

7 6.2.5 Can I expense my private phone? Essential and Business Important users such as field-based staff who have existing private plans are required to migrate to a company plan. Beginning June 1, these users will not be able to seek reimbursement for mobile expenses. Occasional users can expense direct costs (e.g., costs associated with specific calls) as defined by local travel and expense policy. Ongoing monthly costs will not be reimbursed. See Mobile Device Policy VIII-1 for more information Will I incur any costs, such as cancelation fees, during the migration? There should be no one-time costs for users migrating to the company contract if they remain with the same carrier (i.e. AT&T or Verizon). If you migrate from another carrier to the company AT&T or Verizon plan, Bard will reimburse any one-time cancellation charges Should I choose AT&T or Verizon? If you are currently with AT&T or Verizon, you must remain with the same carrier until your contract expires. If you wish to change carriers, you will have the opportunity to do that on your next contract renewal date, which will be carried over in the Tangoe system after you migrate. If you are currently using a carrier other than these two and opening a new account via Tangoe, the choice is yours. AT&T is Bard s preferred choice based on our negotiated rates and AT&T s superior international service. However, Verizon may offer superior coverage in certain regions of the U.S., and some employees may have a preference for Verizon based on prior experience My current account is with Sprint or another carrier. Can I keep it? Over 95% of employees currently use either AT&T or Verizon, and to get the most competitive rates, it makes sense for us to limit our program to these two carriers. If you need a phone for business purposes, you must migrate your account via Tangoe (or open a new account) and choose either AT&T or Verizon as your service provider. Bard will no longer reimburse employees for the use of personal phones on individual contracts, so if you are a fan of Sprint or T-Mobile, you will have to maintain a separate personal account for non-business use Can I order a mobile device for a new hire before he or she starts? Because a new hire may wish to keep his or her current mobile device and/or number, it is preferable to wait until the new employee has arrived and direct them to the migration instructions at Visitors can access this site using their Bard login and password Who approves the purchase of new devices? All request (excluding feature changes) must be approved by the manager responsible for your cost code before it can be processed. Your cost code manager will receive an notification of your request. Generally, you should expect to wait 5 to 7 days from the time of this approval to delivery of a new device.

8 Who installs my new device? Bard will provide you with simple instructions so that you can setup your own device and copy data/apps from your old device. If you require assistance with this process you should contact the Tangoe Helpdesk My job requires me to have an upgraded device Bard carefully defines its approved device catalogue to meet a very wide range of business requirements. Your manager will need to provide business justification for additional devices to be considered Can personally pay extra to upgrade a company device? This option is not currently available.

9 7 Support and Service 7.1 Mobile Support Services In general, the Tangoe Portal and Tangoe Mobile Help Desk will be your primary solutions for mobile device order placement and order status inquiries, order approvals, device activation, basic troubleshooting and warranty replacements. In some cases (described below) the Bard ITS Service Desk will provide additional support. If in doubt, contact the Bard ITS Service Desk at (855) Tangoe Mobile Help Desk: (855) from Monday-Friday, 8am to 8pm EST Tangoe Portal: Support Matrix The following table summarizes who to contact for your mobile support requirements. In general, the Tangoe Portal and Tangoe Mobile Help Desk will be your primary solutions for mobile device order Preferred contact point Optional contact point Support Required Contact Bard ITS Tangoe Helpdesk Helpdesk Technical Support How to setup device Technical support for device Device changes Report lost/stolen device Contract Questions Recycle company device (end of life) Tangoe Portal Order new device Order replacement device Enquire status on existing device order Confirm best package options (e.g. for international travel) General package clarifications Change package for international travel Performance Network carrier issues General All queries Out of hours support For urgent support calls at weekends and for outside Tangoe support hours (M-F 8am-8pm) 7.3 Support Services - FAQ Who do I call if my phone breaks or is lost or stolen? If your phone is damaged or stolen, you should contact the Bard ITS Service Desk immediately. The Bard ITS Service Desk will remotely wipe the phone and make arrangements for a replacement.

10 7.3.2 How often can I get a new phone? In general, your contract will allow you to upgrade your phone every two years. If you migrate a personal phone into the system, your next upgrade on the company plan will be defined by the scheduled date on your personal contract I want to change my phone number because I moved? Call Tangoe Mobile Help Desk: (855) I want to cancel my service because I no longer have a business need for a corporate device? Call Tangoe Mobile Help Desk: (855) I m going on extended leave and need to suspend service on my line? Call Tangoe Mobile Help Desk: (855) Who should I call if I m having trouble with on my mobile device? This is a Bard application. If your is not downloading to your mobile device, contact the Bard ITS Service Desk at (855) I m missing calendar appointments on my phone? This is a Bard application. If the calendar on your device is not synching with your Outlook calendar, please contact the Bard ITS Service Desk at (855) my phone is freezing? Contact the Tangoe Mobile Help Desk at (855) to troubleshoot a hardware issue I m not getting data and/or voice in an international country? Contact the Tangoe Mobile Help Desk at (855) if you need to switch temporarily to an international calling/data plan while traveling. It is best to plan ahead and make this change in advance to limit excessive roaming charges. For Emergency out of hours package support contact the Bard ITS Service Desk I am having trouble with Bard apps like AirWatch? For issues with Bard-specific applications, please contact the Bard ITS Service Desk at (855) I am having trouble with other apps installed on my device? Bard does not provide support to non-company apps. You will need to contact the supplier of the private app for support I am having issues with battery life? This could be a hardware or software issue. You should contact the Tangoe Mobile Help Desk at (855) for troubleshooting assistance.

11 7.4.8 I need help connecting my device to the car via Bluetooth? Whether it s Bluetooth, wireless or any other connectivity issue, please contact the Bard ITS Service Desk at (855) to troubleshoot I need to update my device s operating system? Apple will automatically notify you when new IOS versions are available. If the new IOS version is a major release (e.g. v6 to v7) you should not install the update until Bard ITS confirms that it is safe to do so. If the IOS version is a minor release (e.g. v6.1 t v6.2) you can proceed without ITS notification. 8 Private Telephone number Bard mobile policy allows you to bring your private mobile number (service number) into Bard s company scheme. Ownership of this number remains your property and you are entitled to remove it from Bard s contract at any stage without penalty. 8.1 Moving Private Telephone Number out of company contract During Employment You should notify your cost code manager of your intent to remove your private number from Bard s contract. After which you should contact Tangoe Helpdesk End of Employment You must remove your private number from Bard s contract to a new private contract before your final workday at Bard. After this date, Bard will cancel the company contact and the company cannot guarantee that your number will remain available for transfer. Bard does not accept liability for transferring your private number away from a company contract.

12 9 Charges, Contract Changes and Device Upgrades 9.1 Contract Plans Voice and Data Bard has established a large pool plan for data and voice minutes. This is similar to a family plan just much larger. Bard will manage the pooled plans for you to ensure sufficient voice/data for the entire company. Each month you will receive an from Tangoe to confirm what voice minutes / data MB you have used. 9.2 Contract Plans Text Bard has agreed several text plans to suite different user profiles. Bard s mobile administrator will continually review your usage and ensure you are place on the appropriate plan. Each month you will receive an from Tangoe to confirm what voice minutes / data MB you have used. 9.3 Contract Plans Costs Contract Costs Your monthly cost will be charged direct to your designated budget. Contact your local Finance department if this cost code is incorrect. Your monthly charge will comprise the following costs, exact amounts will vary based upon your chosen network carrier and usage: Cost Description Type Rental Charge Base cost for mobile device Fixed Usage charge (USA Data and Voice) Text International Cost for your usage of the shared pool plan. More you use, more you are charged. Text plan charges. If you go over your text plan limit you will incur overage charges Charges made to/from international location. You will be charged for your calls Variable Fixed (variable) Variable Service Charges Management costs evenly distributed over all devices Reasonably fixed Handset charges Once of handset costs As per handset Do I have to reimburse Bard for my personal use of the phone once it is migrated to a corporate account? In general, no. Bard will pay costs associated with business use and reasonable personal use. Users may be required to pay for charges that exceed reasonable personal use.

13 9.3.3 How do I reimburse personal costs to Bard? If you need to reimburse Bard for costs related to private use, you should provide your local Finance team with a check for the payment making it clear what period the cost was incurred Hardware Costs Your designated cost code will be charged for all hardware costs. Devices replaced as a part of a contract renewal will be provided at a subsidized cost. Devices replaced mid-contract (e.g. lost/stolen) will be charged at full cost this is considerably more expensive than subsidized cost 9.4 Device Upgrade Policy Bard s policy permits a device upgrade during normal contract renewal but no more frequently than every 2 years. Tangoe website will show when your upgrade date is. If you have migrated your private contract to company contract, your renewal date will remain unchanged from your private contract date. 9.5 Device Upgrade FAQ Will I be able to get the latest version of the iphone as soon as it is released? No. Bard ITS will need to conduct a thorough security review of new devices and their suitability to Bard s environment when they are first released by AT&T and Verizon. While this is not expected to take very long, it does mean that you will not be able to get the latest version the same day that it is available in stores I would like to replace my phone with the latest model? You will need to ensure you are entitled to an upgrade before proceeding. Visit the Tangoe Portal at when it is time to update your mobile device. Under View Profile, you can check your eligibility for an upgrade.

14 9.6 Recycling Bard has identified Tangoe as its agent to recycle old devices. Tangoe s program is fully certified and ensures secure disposal of hardware I need to return a device at the end of its lifecycle? With Tangoe's new cellular recycling program, you can recycle your old cell phones, smart phones, data cards and accessories. In addition to helping Bard reduce emissions and protect our environment, device recycling also gives revenue back to your company. Go to and log in. At the bottom right, click Tangoe MobileRenew and fill out the form. A return label will be sent to you via to send your device back Can I keep my old company phone? If you originally obtained your mobile device through a private contract you will be entitled to keep it at the end of its useful life. Before you decommission the device you must contact Bard s ITS Service Desk so that they can wipe the business data from the device. If you received the end of life device via a Bard company contract you are not permitted to keep it. The device must be recycled via Bard s chosen agent.

15 10 Important Guidelines on Using Your Mobile Device 10.1 Cost-saving Tips You should be aware of your allocated company mobile package so that you are able to use the benefits fully and avoid overcharges. Wherever possible, you should use WIFI to transmit data. This provides a faster, more reliable and lower cost solution than wireless data. Where available, you should configure your mobile device to use WIFI networks at home and Bard offices. Avoid streaming videos / music or downloading large files unless connected to a WIFI network If working from a Bard office, you should use an office phone for making long distance/ lengthy calls. Traveling abroad can incur very high charges. You can help reduce these by selecting a temporary package relevant for your destination. To do so, contact the Tangoe Mobile Help Desk Frequent international travelers should select a long term package option that best meets their roaming voice and data needs. To do so, contact the Tangoe Mobile Help Desk at (855) International data is extremely expensive. You should minimize your use of wireless data while traveling abroad by using hotel and office WIFI networks. If practical, you should disable roaming data option on your mobile device. International voice costs are much higher than domestic calls. If you receive calls from your mobile devices while traveling abroad you will incur an incoming roaming charge. Keep your calls short. If you use texts while traveling abroad you will incur additional charges beyond normal domestic charges. Minimize your use of texting to business use. If you make personal calls to international destinations consider setting up a convenient and low cost calling method, e.g. SkypToGo Keeping Your Device and Data Secure Never leave mobile devices in plain view in an unattended vehicle, even for a short period of time. Do not leave mobile devices in vehicle overnight Position your device so that it is not visible from an outside ground-floor window. When leaving a mobile device unattended for any extended period (e.g. lunch breaks or overnight) you should ensure that the device is physically secured e.g., leave it in locked room, hotel safe or desk drawer. In vulnerable situations (e.g. public areas such as airport lounges, hotels, training centers and conference centers) you must never leave the mobile device unattended under any circumstances. When using a device in a public place (e.g. customer premises, restaurant, airport lounge etc.) you should position the screen so that it cannot be viewed by others, thus protecting company and/or confidential information. You are at increased security risks when traveling abroad. You should take additional care to secure your mobile devices at all times. Do not use your phone in public if doing so might draw unwanted attention to you or your device

16 10.3 Responsible Use While Driving When driving, always use a hands-free phone, a Bluetooth headset or a corded headset. Users must comply with all country and local regulations regarding automobile safety. Employees are under no obligation to make or receive telephone calls while driving. It is preferable to dial while the car is not moving; otherwise, use voice recognition or speed dial to minimize risk. Never use the phone in heavy traffic or bad weather. Never look up phone numbers while driving. Never have stressful conversations while driving. Do not program navigation applications while driving. Do not text or while driving. Keep your eyes on the road while on the phone. Other distracted driving activities are not permitted.