What can Devicie Support help me with?

Category	Item	Covered?	Details
Applications	Application functionality		Devicie can help you package and assign an application. Devicie does not guarantee any functionality in the application beyond installation and application opening. Any application functionality should be referred to the app publisher.
Applications	New application request (from our Back Catalogue)		Application requests are requested through our Support Portal.
Applications	New application request (Not Back Catalogue)		We will attempt to add the application to our back catalogue, but this is not a guarantee as the application needs to fit specific criteria. If the app can’t be added to back catalogue, we will request the setup files and package the app as bespoke.
Applications	Pre-existing bespoke applications (i.e. Your pre-existing applications on Intune)	^Limited	If you have pre-existing bespoke applications in your tenant, we can work with you to assign them. Note: As we have no visibility on how these applications were packaged and deployed, if there is issues with installation on end-user devices, we aren't able to troubleshoot.
Applications	Patching supported applications*		If an application is from our back catalogue, we automatically deploy updates within 24 hours of that update being available. Tip:* Some applications require users to close it manually to patch to update. e.g., Chrome and Edge browsers.
Applications	Updates not installing*		If applications we manage from our back catalogue are not updating, please submit a Support Request so the team may investigate. *For applications we manage i.e. Bespoke and Back Catalogue applications we deploy for you. This does not include Microsoft Store, Microsoft365 + Edge Applications.
Applications	Third Party Issues		If any application has been deployed and not working as expected, provided installation is clear of issues, then it will be on your IT team to work with any vendors to work through the issue. This will also include for any settings deployed while locking down the environment e.g., CIS controls causing issues with Applications
Applications	Microsoft365 + Edge	^Limited	Although we help you acquire Microsoft365 applications (e.g. Teams, Excel, Outlook etc.) and Edge, as these are are built into Intune, we don't package or manage them and are limiting to only adding/removing it to ESP For more in-depth details see: How to Acquire Microsoft 365 Apps from Intune – Devicie Support Home How to Acquire Microsoft Edge from Intune – Devicie Support Home
Applications	Microsoft Store Apps	^Limited	We aren’t able to acquire applications from the Microsoft Store. As we don’t package and deploy these applications, issues with these applications should be directed to the vendor. For more in-depth details see: How to Acquire an App from the Microsoft Store for Business – Devicie Support Home
Applications	Changing AAD group assignment of an application (back catalogue apps only)		If the relevant group has been created in AAD, we can update the assignment of the application.
Applications	Changing the intent of an application* (back catalogue apps only)		We can update the intent of applications. Should the application be made Available for users to download in the Microsoft Company Portal OR Required (installed automatically)? Let us know in your request.
Applications	Uninstall Bespoke Applications		We can help you uninstall bespoke applications, but the uninstaller would need to be packaged as a separate application. The same applies to new versions of apps that don’t have an automated supersedence where the latest version doesn’t overwrite the previous version.
Applications	Remove built-in OS apps		We aren’t able to remove built-in OS applications on devices, although we can advise on some ways you might want to tackle the issue. However, we have an article on How to Acquire an App from the Microsoft Store for Business. One the application is acquired in your tenant, it can be uninstalled on targeted User Groups.
Applications	Bloatware Removal (i.e. 3rd-party software that comes pre-installed on devices)		We can assist you by creating bespoke apps to remove the software (this can incur additional costs). Otherwise, we can guide you through sending a “Fresh Start” command to the device to wipe it into a vanilla OS. The other option here for you is to create a bootable USB drive and image the device from the USB. See: How to create bootable USB drive to reset your device to OOBE
Applications	Browser Extensions*	^Limited	The extensions we can help with are for Chrome and Edge browsers. _{Note: We can add new extensions and lock extensions though we cannot remove existing extensions.}
Entra ID	Create groups to assign configuration profiles and applications		We are unable to create the user groups to assign applications and configuration profiles to as we do not have access nor manage your Entra ID. However, once these groups have been created and users are assigned, we can assign groups to our baseline configuration profiles and applications upon your request, via our API.
Entra ID	Give new user access to an app / remove access to an application		As we do not have access to or manage your Entra ID we are unable to assign users to groups that have access to a specific application. Users will need to be added to the relevant groups that are assigned to applications by your IT team.
Entra ID	Password reset request		As we do not have access to or manage your AAD we are unable to reset user passwords, and your IT team will continue to do this.
Entra ID	Sign in issue		As we do not manage or have access to your Entra ID) we are unable to trouble shoot sign-in issues users may be having. This includes issues with MFA.
Browsers	Homepage, Favourites, and new tab experience	^Limited	The extensions we can help with are for Chrome and Edge browsers.
Browser	Security	^Limited	We can lock in-browser password manager and set trusted sites for Chrome and Edge browsers.
Company Portal	Application installation issue in Company Portal		If an application that Devicie has installed (bespoke or back-catalogue) is not installing - let us know!
Configuration Profiles	Devicie Created or Managed Configuration Profiles		CIS Controls^We deploy a CIS Controls Baseline, and we can deploy ad hoc configuration changes to this baseline, with your guidance. _{We are not able to test and troubleshoot ad hoc changes to the CIS baseline as we cannot reproduce the same environment, application, or licensing to match your environment.} Branding Profile Bitlocker OneDrive Known Folders Redirect SharePoint library auto-sync Chrome extensions Office templates
Configuration Profiles	Non-Devicie Created^{^} or Managed Configuration Profiles		If we created the configuration profile to assist your team (i.e. goodwill), then your team will need to own the management and issue troubleshooting associated with these profiles. If we did not create the configuration profile, we unable to manage and troubleshoot issues experienced with these profiles. ^{^}^{In the event we assist you with guidance to set-up a configuration profile, we don’t manage these}
Custom Branding	Company Portal		As branding of your Company Portal is done via Entra ID, we are unable to configure and manage this as we do not have access or operationally manage your AAD. For more details on how to update the branding of the Company Portal see: https://learn.microsoft.com/en-us/entra/fundamentals/how-to-customize-branding
Custom Branding	Desktop Background and Lock screen background		Send through your custom backgrounds to us and we can apply these to your devices. Limitation here is that they need to be a public facing URL. See: Device restriction settings for Windows 10/11 in Microsoft Intune
Custom Branding	Fonts		We can deploy corporate fonts! You will need to supply the font files in your request.
Custom Branding	Colours		We can deploy specific windows colour scheme to devices. _{Note: This does not include Company Portal branding.}
Device	Single device issue		Single device issues need to be raised with Microsoft. If a setting or an app deployed by devicie is working on all devices except one, then this is a device related issue not a configuration issues and needs to be raised to Microsoft.
Device Build	Unable to build a device		If a device build is failing, submit a Support Request with details.
End Point Encryption	Bitlocker		The platform will configure Bitlocker to an acceptable minimum standard, which goes beyond just turning it on.
Files and Documents	Backups		All file servers and redirections are managed by your team. All files on the user machines are also managed by your team, although we will configure your synchronisation back through O365 for specific locations; however this is not a backup and provided as best effort.
Files and Documents	Missing files and documents		As we do not have access nor manage your Office 365 environment, we are unable to manage any files synchonised to it, nor manage the schedule. We do highly recommend a backup solution such as Acronis or Veeam.
Files and Documents	Map network drives*		We can help with automatically mapping network drives. To do this we need: The Drive letter Full NFS path e.g.: “\\document-sever01\Sales\” _{*Note: Requires WHfB without Cloud Trust}
Firewalls	Firewall set-up, configuration, and troubleshooting	^Limited	We can and do send your required firewall configuration within the Windows OS per your specific requirements. However, as we do not manage firewalls, we are unable to setup, configure or troubleshoot issues that are caused by access & firewall rule configurations you may have.
Hardware	Hardware failure		You will need to reach out to the device manufacturer if you are experiencing hardware failure. Tip: You can see device warranty information in the Devicie Dashboard
Hardware	New device purchase		We have KB’s to assist in how best to work with your supplier/vendor to ensure devices are populated in your AAD environment at the time of delivery, and always happy to share.
Local Administrator Password Solution (LAPS) *	Local admin accounts		LAPS can only be assigned to a user group* or all users.
Microsoft Endpoint Security	Windows Defender Application Guard (WDAG)		We can make suggestions and recommendations on what is required in this space during the onboarding process. However, as we do not have access to manage your Endpoint Security, we are unable to directly assist with troubleshooting issues with WDAG.
Microsoft Endpoint Security	Microsoft Defender Application Guard (WDAC)		as per the above, again we are able to make suggestions and recommendations on what is required in this space during the onboarding process. However, as we do not have access to manage your Endpoint Security, we are unable to directly assist with troubleshooting issues with WDAC.
Microsoft Endpoint Security	Windows Defender	^Limited	While we deploy to devices via Intune, we cannot manage or troubleshoot configuration as Devicie does not have access to Microsoft Endpoint Security / Defender and cannot manage the configuration within those areas.
Networks	Setting up Certificate Connectors		As connectors are installed via Entra ID, we are unable to set-up and configure these on your behalf. See the Prerequisites for use of the Certificate Connector for Microsoft Intune See how to Install the Certificate Connector for Microsoft Intune - Azure
Networks	Configure Wi-Fi auto-connect		Once the above connectors are set-up, we can update Wi-Fi details to deploy to end-users
Office 365	File 'restores'		As we do not have access nor manage your O365 environment, we are unable to manage any files synchonised to it, nor manage the schedule. We do highly recommend a backup solution such as Acronis or Veeam.
Office 365	OneDrive		We can deploy OneDrive Known Folder Redirect
Operating System	Patching supported OS*		Once on the Devicie, the update rings will be agreed and deployed to your specification, allowing for Pilot, UAT and Production roll-out at a schedule we define. See our: Recommended Windows Updates Ring Policy
Operating System	Out of band updates		We can help deploy out of band updates, but the customer needs to request them as we don’t have an automation or this. Intune admin access to the customer’s tenant is required.
Operating System	Ad hoc Configuration (e.g. sleep settings, battery, screensaver)		We can assist you in applying policies you’ve tested. However, we cannot test the policies for you as we
Printer Server / Network Printers	Printer Queue / Network Printer Set-up		To set up Network Printers we need: Name Model IP Drivers To set up Printer Queues we need: Queue name Print server FQDN
SharePoint	Mapping and syncing corporate SharePoint		We can map company documents through SharePoint.
SharePoint	Troubleshooting and folder creation/deletion/access		Our support is limited to mapping SharePoint as per the details provided. Any issues without SharePoint itself need to be raised to Microsoft.