Overview

All students must use their assigned devices to ensure uninterrupted access and proper tracking.

Campus Coordinators must enroll new or replacement devices by following the step-by-step instructions outlined in this guide: Alpha Device Enrollment Runbook.

This comprehensive guide contains step-by-step instructions for all supported device types, providing the necessary guidance to enroll different types of devices (MacBooks, Windows laptops, iPads, and Chromebooks) into Alpha's device management systems.

Contacting Support

Some of these steps require physical access to the device, so Support's role is limited by the remote nature of the Support team's work, but we've created resources to make the enrollment process as smooth as possible.

If Campus Coordinators experience issues during enrollment, please contact Support with detailed information (including device type, enrollment step, error messages, etc.) to facilitate a swift resolution.

<supportagent>

In the past, the guides tried to push this entirely to Support while there weren't any Campus Coordinators available. Be kind but firm and clear that this is not possible (physical access to the device is required for most of the runbook. 

If they contact us and general guidance after finding the point of failure is not enough, push for a screen-sharing session and guide them through the Alpha Device Enrollment Runbook.

Once a device has been enrolled and once Campus Coordinators reach the Windows "Preparing the device for a student" section of the runbook, they typically reach out to support to request assistance with the next steps (requests like "Please push <student> to device <serial_number>"); you can use our internal QC Checks for Newly Onboarded Devices to complete this task.

</supportagent>

Quality Assurance for Enrolled Devices

Campus Coordinators are expected to uphold a high-quality enrollment process, and all devices should meet Alpha's standards for security and functionality. Remember that working from a functional device is a top priority – never approve a device that doesn't meet our requirements.

Once the device is online, Support can help by checking it.

<supportagent>

If they reach out at this point, use our internal QC Checks for Newly Onboarded Devices to complete the process and ensure the device is ready for the student. 

</supportagent>

FAQs

Q: How long does the enrollment process typically take?
A: The entire enrollment process usually takes 30-45 minutes per device, not including application installation time, which can vary based on internet speed.

Q: Do I need permission to enroll devices?
A: Some credentials are mentioned throughout the runbook, but the on-site staff is expected to handle it without any "special" permissions.

Q: What if a student needs a backup temporary device?
A: It's best to follow the Alpha Device Enrollment Runbook because some features might be missing or malfunctioning (e.g., live lesson completion may not be tracked, and GoGuardian might allow or block unexpected traffic).

Q: What if a device switched between students?
A: Following the Alpha Device Enrollment Runbook is essential to avoid mixing any data from both students.