1. Am I required to install the MDM solution?

The use of the MDM solution is dependent on two factors. First, your role and responsibility as determined by your management. If your role and responsibility is flexible, then it comes down to your desire to want ERCOT email, calendar, and contacts on your mobile device.

2. Can I still use ActiveSync to get my mail if I do not install Good for Enterprise (GFE) on my mobile device?

No. We will be turning ActiveSync off.

3. If the Operating System on my mobile device is too old to install Good for Enterprise (GFE), will ERCOT buy me a new mobile device?

No. You must purchase a new mobile device at your own expense. Please reference the list of Good certified devices.

4. My mobile device is rooted. Can I still use Good for Enterprise (GFE)?

No. Rooted and jail-broken mobile devices will not be allowed to enroll. Rooted or jail-broken devices circumvent built-in controls allowing malicious software to have that same circumvention of controls and granted unauthorized access.

5. My mobile device is jail-broken. Will ERCOT purchase a new mobile device for me?

No. You must purchase a new mobile device at your own expense, or you may reset your mobile device to factory default settings.

6. Can I take my mobile device with MDM outside of the country?

Yes. ERCOT Acceptable Use Policy and the ERCOT Mobile Device Corporate Standard (CS7.9) apply to only the MDM solution on your mobile device.

7. If I have MDM on my mobile device, can I allow others to use my mobile device?

Yes. ERCOT Acceptable Use Policy and the ERCOT Mobile Device Corporate Standard (CS7.9) apply to only the MDM solution on your mobile device.

Is having ERCOT work contact information outside the Good container (i.e. synced with your mobile device contacts) in violation of ERCOT data security policy?

No, this is currently not in violation of ERCOT data security policy.

9.Will the MDM solution impact my ability to obtain phone reimbursement?

Phone reimbursement will be determined by your direct management based on your role and responsibilities. The MDM solution is independent of the phone reimbursement policy.

10. If I am already getting reimbursed for my mobile device, do I have to install the MDM client software on my mobile device to continue getting reimbursement?

Phone reimbursement will be independent of the MDM solution.

11. If I am on-call, am I required to install the MDM solution?

The responsibility to be on-call will be determined by your direct management and your role and responsibility and therefore independent of the MDM solution.

12. If I have the MDM solution installed, am I now required to be on-call?

The responsibility to be on-call will be determined by your direct management and your role and responsibility and therefore independent of the MDM solution.

1. I own multiple mobile devices. Can I install Good for Enterprise (GFE) on all of my devices?

Yes, you can install the GFE on all of your mobile devices.

2. I noticed on my app store there is a "Good for Enterprise (GFE)" and a "Good Pro" application for download. Which is the correct one?

Good Pro is the "light" version of GFE. It is not meant to be used in an enterprise environment. GFE is the correct application to download.

3. My mobile device is currently supported by the MDM solution. But, my mobile device is at the lowest level they support. Will I be notified in advance if they discontinue support for my Operating System?

Yes, the vendor should proactively notify us when they are going to discontinue support for a specific mobile Operating System.

4. Will the MDM solution work if my mobile device gets an update to the operating system?

Yes. Good Technologies is partnered up with many of the platform vendors and will receive operating system updates weeks in advance to general release so that they may ensure their application is supported on new updates.

5. Is my Blackberry phone eligible for the MDM solution?

No, the chosen solution (Good) does not support Blackberry.

6. What if the Good for Enterprise (GFE) application does not support the mobile device/OS I have?

Good Technologies keeps a list of tested and certified devices. When a new device is released, Good tries to have it tested and certified within 7 business days. For OS updates, Good takes advantage of their partnerships with the OS vendors to keep their product up-to-date with new releases, usually on the day of release.

7. I plan on installing and using the Good for Enterprise (GFE) application on more than one mobile device such as a smartphone as well as a tablet? Does this require two separate activation codes?

Yes, a unique activation code is required for each different mobile device.

8.Will the Good for Enterprise (GFE) application activation code be good if I get a new mobile device and install the GFE application on it?

The activation code may not be used on different mobile devices. You may reuse the activation code on the same mobile device, as in the case where you decided to uninstall and reinstall the GFE application.

9. Will the Good for Enterprise (GFE) application automatically use the PIN code I use to unlock my mobile device as the PIN code to unlock the GFE application?

The GFE application will not automatically use the PIN on your mobile device to be the PIN for the GFE application. You must create a separate PIN for the GFE application based on the ERCOT-defined MDM PIN policy.

10. Will there be exceptions made for any users in a rollover phase that may be out-of-pocket during the two-week roll over, and not be able to enroll before their activation code expires and their ActiveSync is disabled?

Yes, exceptions may be made. If you are aware that you will be out-of-pocket during your rollover phase, please contact MDM support at MDMSupport@ercot.com to provide notice so that the support team may move you either to a phase before or after.

11. Is there a way to just install the Good for Enterprise (GFE) Calendar or any other component from the GFE instead of the entire GFE (email, calendar, contacts, docs) installed?

No, there is not a way to install just a sub-component of the GFE (i.e. just email, just calendar, just contacts, just the documents). The GFE installation installs all components, but the user may just use the components that they are interested in using. Good Technologies has plans to separate the functions in the future, but we do not have a timeline for when that will happen.

12.Will the PIN to unlock the GFE application be the ERCOT AD login password?

No, the PIN to unlock the GFE application will not be the same as your ERCOT AD login password. The GFE application will have its own unique PIN that you will create that is more suited for mobile device use.

13. Why is the Good for Enterprise (GFE) application requesting access to my camera/photo gallery and contacts?

The GFE application allows for Contact syncing with your mobile device's local contacts and the use of the camera and photo gallery to attach images to GFE managed emails.

14. Why does the "Good for Enterprise (GFE)" application get low-rated reviews in the app store but yet have high reviews through various IT and Security online resources?

Good Technologies has found that the low-rated reviews fell into three buckets: 1) For some users, the use of GFE is new and takes some getting used to after using their mobile device's native email client for years. When you have a chance, please install the GFE application and play around with it and see for yourself. Participation is purely optional. 2) Users can lose passwords, get locked out, or have to re-provision due to user error, and that can cause frustrations for some users.

1. Would I be able to open a Microsoft or Adobe attachment in my ERCOT email through the MDM solution?

Yes. The MDM solution provides a document reader to read Microsoft and Adobe documents. Other formats will be supported on a limited basis. Document editing is not currently available

2. Through the MDM solution, will ERCOT now be able to monitor my personal data on my mobile device?

The MDM solution does not have the capability to monitor the flow of personal information to and from your mobile device.

3.Through the MDM solution, will ERCOT now be able to disable settings on my mobile device?

The MDM solution is restricted to just management of the secure container around ERCOT Exchange content on your mobile device, specifically ERCOT email, ERCOT calendar, and ERCOT contacts. All other aspects of a mobile device will be unmanaged.

4. If my mobile device is lost or stolen, can I use the MDM solution to wipe my entire mobile device?

The MDM solution is restricted to just management of ERCOT Exchange content on your mobile device, specifically ERCOT email, ERCOT calendar, and ERCOT contacts. Only a selective wipe may be performed which wipes only ERCOT data on your mobile device and is unable to affect the rest of your mobile device. The MDM solution does have a feature to wipe your entire mobile device, but that feature is disabled

5. Can I edit documents through the MDM solution?

Yes, document editing will be possible. The chosen solution (Good) does offer document editing capabilities leveraging partnered applications in their Good Dynamics suite.

6. Would I be able to save an attachment to my mobile device?

Attachments will only be able to be saved within the MDM solution and only accessible with the MDM solution.

7. Do I still need to screen lock my mobile device if I install the MDM solution?

The MDM solution requires its own password to login to the MDM application. Because of this feature, a screen lock will be up to the discretion of the owner of the mobile device.

8.Will the Tasks and Notes components of Outlook be available in the Good for Enterprise (GFE) application?

The GFE will sync Outlook Tasks by default. Synchronization of Outlook Notes is possible through the Good Dynamics enabled application Notate, which is not currently part of the initial rollout, but will be considered for future rollouts.

9.Can I access SharePoint with the MDM solution?

Access to the ERCOT internal SharePoint network is not currently available. The chosen solution (Good) does offer SharePoint and file share access capabilities, and ERCOT will look at the possibility of further expanding the MDM program in the future.

10.I looked up the Good MDM solution and I noticed the option to use APIs and application wrapping, will we have these capabilities with the MDM solution now?

Application wrapping and use of the APIs are not currently available. The chosen solution (Good) does offer these features, and ERCOT will look at the possibility of further expanding the MDM program in the future

11.Will we be able to merge the Good for Enterprise (GFE) calendar with our personal calendars such that we have all our scheduled commitments in one place?

No, this would not be possible because the calendar entries may contain attachments which will need to be protected within the GFE secure container.

12.Will using the Good for Enterprise application on my mobile device instead of ActiveSync increase the battery drain?

No. If GFE is used in place of ActiveSync, then the battery usage will be the same as ActiveSync. If during the project enrollment phases, both GFE and ActiveSync are being used, then there will be increased battery usage because both applications will be actively downloading content.

13. How much space does the Good for Enterprise (GFE) application take up?

The GFE application itself will take up around 14 Megabytes of space on a mobile device. There will be additional space requirements if attachments will be saved and for the amount of email that will be cached locally on the mobile device.

14. If you merge your mobile device contacts and your GFE contacts will you be able to see the name of work contacts when they are calling you?

Caller ID leverages the local mobile device contact list to function properly. If your mobile device contact list is synced with the GFE contact list, then caller ID will show the contact information properly for contacts in the GFE contact list. If not synced, then caller ID will not be able to identify the caller and will just show the number calling.

15.Will the Good for Enterprise (GFE) application allow Calendar notifications to alert user without user having to enter in their PIN code to unlock the GFE application? Will the notifications pop-up as they currently do even when your mobile device screen is locked?

Yes, GFE can be set up to have calendar and email notification alert with sounds, even when the screen is locked. If the inactivity timeout of one hour has elapsed, then the actual content of the notification is not displayed until you log back into the GFE application.

16. How do we know when Good is done syncing contacts in iOS devices?

You can compare the number of contacts in Good (bottom of contacts list) with the number of contacts in Outlook. Keep in mind that recent versions of GFE supports contact Groups and the groups may be individually enabled.User should leave Good client in the foreground long enough to complete the initial sync.

17. What happens when contact sync is first enabled in iOS devices?

1. If the Good for Enterprise group exists in iOS Contacts, Good will remove the contacts and group (they will be replaced). If the Good for Enterprise group does not exist, Good will create a new Good for Enterprise group 2.The sync between Good Contacts and iOS Contacts starts 3.Contacts from Good are copied to Good for Enterprise continues (while Good is in the Foreground) Note: First time contact sync could be a long process depending upon the number of contacts the user has To ensure that all contacts are synced to Good for Enterprise group in the iOS Native Contact Application, leave the Good in the foreground long enough to complete the sync. You can compare the number of contacts in Good (bottom of contacts list) with the number of contacts in Outlook.

18.How long does it take to sync contacts initially in iOS devices?

This completely depends upon different network conditions, number of contacts, etc. As long as the Good For Enterprise (GFE) application is in the foreground, it will take a few to several minutes. GFE stops syncing between Good Contact and iOS Contact the instant the home button is pressed. It will continue when GFE is brought to the foreground again, it may restart from the beginning when one of the following occurs: 1.GFE finds an inconsistency in the last updated timestamp of the iOS database 2.A Policy change 3.User toggles "Sync with Device" ON/OFF/ON in the Preferences

19. Why are some contacts not showing in iOS?

Contact sync may not be complete, or the Contact group where this contact resides is not enabled.

20. Why is a contact I added in iOS not showing in Good Contacts tab?

Good syncs contacts created in the Good for Enterprise contact group in the iOS. If the contact is added outside of this group, the contact will not be synced to Good Contact. Adding contacts using the Good Contact tab is the best way to keep contact in synced between iOS, Good, and Outlook.

21. The "Getting Started" video on Youtube for the Good for Enterprise (GFE) application included a feature for a secure browser. Will that be available in ERCOT's deployment of the GFE application?

The GFE secure browser feature will be part of the initial rollout.

22. If I try the Good for Enterprise (GFE) application and get it synced with my mobile device contacts, etc. what happens if I decide I don't want to use it anymore?

All you need to do is delete the GFE application from your mobile device. If you had allowed the syncing between your device's contacts with the Good Contacts, upon uninstalling the GFE application, the Good Contact entries in your device's contact list will also be removed without impacting your other personal contacts within your device's contact list. When 60 days of inactivity has passed, your account will be deleted from the Good server.

23. What gets synchronized when the device is first provisioned?

The following are synchronized from the users(s) account on the mail server.
- On initial sync, the most recent emails in the Inbox and 100 most recent from Sent items are sent to the handheld. For emails older than three (3) days, the headers are sent initially and the remainder is retrieved when the message is opened.
- The subfolder hierarchy. (Inbox subfolders will be empty until you "subscribe" to them.)
- Calendar appointments beginning one (1) week in the past and all future appointments including recurring events.
- All contacts in the top level of the contacts folder.
- Contact notes (the first 4kb of the notes).

24. How much email gets synchronized?

There is no hard set number of email that gets synchronized. While the most recent emails are synced, older emails, only the headers are initially synchronized. The amount of email that gets synchronized depends on the volume of email the user receives and the amount of space available on the device's memory.

1. What do I do if my device is lost or stolen?

Contact the managed services vendor immediately and report the lost or stolen device. This is to help ERCOT ensure that the Good for Enterprise (GFE) application container is wiped in a timely manner.

1. How much of a notice will I have before the support ends on my mobile device?

In the event a device or OS becomes unsupported, Good will notify ERCOT's managed services provider at least 2 weeks in advance, and that information will then be passed along to ERCOT.

2. How will the Good for Enterprise (GFE) application be updated/upgraded after the initial install, will the user have to maintain the GFE application to the latest version?

The GFE application will be like any other mobile application. The App Store will notify the user that a new version of the GFE is available and the user will need to perform the update.

3. If I upgrade my mobile device to a new device with a latest version of iOS, Android, Windows, how soon will Good support that mobile device and version?

Good Technologies keeps a list of tested and certified devices. When a new device is released, Good tries to have it tested and certified within 7 business days. For OS updates, Good takes advantage of their partnerships with the OS vendors to keep their product up-to-date with new releases, usually on the day of release.

4. ERCOT uses Enterprise Vault to archive emails in Exchange. What happens when I try to access those emails in the Good for Enterprise (GFE) application? And is there a way to have those synced as well?

The GFE application cannot sync the original email that was Vaulted. Like in Outlook currently, you will be able to see the email that lets you know your original email has been Vaulted, but you will not be able to access it with this initial rollout. For future rollouts, when we consider the secure browser feature, the ability to access the original email that was Vaulted will be possible.

5. How does sync work after initial sync in iOS devices?

Contacts that are either added/changed in Good or Outlook will be synced to native iOS Contact. Changes (add new or update existing) to the contacts from "Good For Enterprise" group in iOS will also sync back to GFE and Outlook.

6. What happens if Settings > Privacy > Contacts > Good is turned OFF when Sync with Device option was originally ON on iOS devices?

Good client restarts and displays a warning message. Once user selects OK, Good client sets the "Sync with device" option OFF and syncing between Good and iOS stops. All Good contacts in iOS native contacts will be removed.

7. My mobile device doesn't have carrier service. Will the MDM solution work on a Wi-Fi network?

Yes, the MDM solution will work on a Wi-Fi network.

8. Does Good for Enterprise (GFE) application support iOS 7 "Background App Refresh"?

In GFE 2.4.x, Good supports "Background app refresh". When allowed by the user in iOS settings, this can improve time-to-email for iOS 7 users. GFE cannot run in the background indefinitely. According to Apple: "iOS learns patterns based on your use of the device and tries to predict when an app should be updated in the background. It also learns when the device is typically inactive, such as during the night, to reduce update frequency when the device is not in use." For users that use Good frequently, time-to-email will improve and the handheld will be less likely to be flow controlled, making GFE easier for admins to support.

9. What will happen to Outlook Web Access when ActiveSync is disabled?

Existing alternatives on mobile devices to ActiveSync will not be impacted. Outlook Web Access and Citrix will not be impacted.