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Mobile Devices and Connectivity

Request new wireless services and devices, or modify or terminate existing wireless services and devices.
Request via ServiceNow 

Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online

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Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

The Details

Features

From smart phones to hot spots, EOTSS offers cellular devices and services to connect to the internet without the need for Wi-Fi or a hard-wired network connection, including: 

  • Smart Phones  
  • Tablets 
  • Wireless Access Points (Mifi/Jetpack: for cellular access to the internet for remote users) 
  • Peripherals (holster, screen protectors, chargers etc.) 

How to request

Please note: Internal agency IT Liaison (ITL) approval is required in order for EOTSS to process this request.

Request service via a ServiceNow request

Service Level Expectation (SLE)

Mobile Devices and Connectivity

SLEResponsibilities/Dependencies

Fulfillment: 85% within 19 business days 

Customer

  • Responsible for adhering to the EOTSS Standard Rules of Engagement.
  • Responsible for providing EOTSS with the following:
    • Information regarding device delivery and return
    • Confirmation that devices have been received

EOTSS

  • New: Responsible for the following:
    • Request quote and order requested device
    • Confirm device receipt/activation
    • Confirm configuration and assist with customer testing
  • Modify: Responsible for the following:
    • Document device modifications
  • Decommission: Responsible for the following:
    • Decommission the device with the vendor
    • Confirm equipment receipt
    • Update documentation assigned to the device

Vendor 

  • This service is dependent on timely delivery from applicable freight carriers which includes UPS, FedEx, and USPS. 

More Info

EOTSS Mobile Hardware and Application Standards

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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