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1. Description of Service
The- Information Technology Division (ITD) provides firewall protection services for the Commonwealth's assets and resources. Remote firewalls support customer hosted applications requiring remote firewall protection utilizing MAGNet services. Secure remote device managed firewalls are used when a customer requires remote vendor access to equipment or devices located at the customer site. By using these protection services, ITD provides customers secure access while protecting the Commonwealth's assets and resources.
The Remote Firewall service includes:
- Provision and configure a remote firewall
- Establish a firewall perimeter with failover capability in MAGNet connections to DMZ's and to the Internet as a whole
- Monitor and change firewall rules when needed
Remote Device Managed Firewall service includes:
- Provision and configure a firewall edge for remote customer locations
- Provide secure connections for customer vendors to access their devices remotely
- Monitor and change firewall rules when needed
Magnet Security Protection:
Securing MAGNet through managed enterprise firewalls and Internet Gateway services is a service offering that supports resources and infrastructure including:
- Managed firewalls that ensure access control and secured authorized use of MAGNet.
- Gateway services that provide a protection layer for all mail passing through the network. All mail is filtered, scanned, and if necessary blocked by reliable and highly available anti-virus, spam and content filtering solutions.
This service offering includes a port charge that is applied to any device that accesses MAGNet via WAN and Campus connections, XDMZ's and hardware supporting UNIX hosting systems.
The Information Technology Division (ITD) is primarily involved and responsible for ensuring that it is in compliance with the Data Security Standard (DSS). The standard includes 12 requirements for any business that stores, processes or transmits payment cardholder data. These requirements specify the framework for a secure payments environment. For purposes of PCI compliance, there are three steps:
- Remediate, and
ITD as defined by PCI-SSC is a Service Provider. This is a business entity that is not a payment brand, directly involved in the processing, storage, or transmission of cardholder data. This also includes companies that provide services that control or could impact the security of cardholder data. ITD acts as a central IT service organization (e.g. network, hardware, and application services and hosting) for Commonwealth state agencies.
Beginning in FY12, ITD will be utilizing the services of a PCI-SSC Qualified Security Assessor (QSA) to provide an on-site PCI-DSS validation. The validation will result in the QSA issuing a Report on Compliance (ROC) to ITD. PCI attestation/validation is not part of ITD's standard service offering and not included in ITD's chargeback rates. Customers requiring these services will be direct charged the costs ITD incurs to meet PCI requirements. Please see (What is PCI) for additional information on PCI requirements.
Support services include:
- A Service Account Manager to answer any questions or concerns regarding ITD Services.
- Services offered through our Operations Office; including Change Management and customer access to incident management via email, phone (CommonHelp)
- The online COMiT service management portal
2. Service Targets
|Service Availability||Service availability hours are 24x7|
|Infrastructure Component Availability for Remote Firewalls||All firewall components are available 24x7 excluding planned maintenance.|
|Infrastructure Component Availability for Remote Device Managed Firewalls||These firewalls are preconfigured and sent to the agency as a plug-and-play device. Hardware replace should be performed the next day. The agency has the option to purchase a preconfigured spare that they can swap out and send ITD the failed device.|
|Security Availability for Remote Firewalls|
The ITD IP Security equipment will be available and capable of forwarding IP packets 99.999% of the time, as averaged over a calendar month. The ITD IP Security includes ITD owned and controlled security devices located in the Chelsea/Boston Data Center and remote agency locations.
The ITD Security availability does not include local loop, Customer Premise, Equipment, Customer's Local Area Network (LAN), scheduled maintenance events, customer caused outages/disruptions or interconnection connectivity within other Internet Service Provider (ISP) networks.
|Security Latency for Remote Firewalls||This is included in ITD's network core service.|
|Planned Maintenance for Remote Firewalls||This requires a weekly 1-2 hour window between 7:00 am-5:00 pm Monday through Friday excluding holidays. Ad-hoc maintenance is scheduled through change control and customers are notified though part of the change control process.|
Staff will respond to service requests 7:00 am - 5:00 pm Monday through Friday excluding holidays. Customers can make requests through E2E.
Emergency requests are approved by authorized customer contacts and must be opened as incidents to ensure they are acted on immediately out of normal business hours.
|Incident Management*||ITD Service Management Office has standard processes to manage incidents, requests and changes.|
Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.
*Incidents, requests, or changes that are outside the scope of the defined service description or normal service hours will be direct charged to the customer.
3. Service Reporting
Currently, there are no reports available for this service.
4. Service Requests
|COMiT Service Requests*||Description||Lead Time-Business Days|
Open a New Firewall Port
|This request is to open a new port within ITD's Enterprise Firewalls.||10 Days|
Agency Located Firewall:
Request New Agency Firewall
|This request is to deploy a new firewall at an agency site. These firewalls ensure that only authorized ports and protocols are allowed within an agency hosted DMZ.||10 Days|
Agency Located Firewall:
Deactivate an Agency Firewall
|This request is to deactivate a firewall located at an agency site.||10 Days|
|Agency Located Firewall:|
Request Access or Read Only Permissions
|This request is to allow limited 'read only' access to an agency firewall.||10 Days|
|Agency Located Firewall:|
Request New Host or Server
|This request is to add a new server or application to an agency located firewall.||10 Days|
|Agency Located Firewall:|
Modify Host or Server
|This request is to modify an existing server or application in an agency located firewall.||10 Days|
Request a new DNS entry
|This request is for a new DNS entry.||10 Days|
Modify a DNS entry
|This request is to change a DNS entry.||10 Days|
Delete a DNS entry
|This request is to delete a DNS entry.||10 Days|
|IP Addressing: New range of IP addresses||This is a request is for new Commonwealth TCP/IP address space.||10 Days|
|PCI Services||In order to request PCI Services, customers should work with their Service Account Managers|
Depends on complexity of request, may require a project
*For new service requests only. To manage existing requests, please log into COMiT.
Request fulfillment happens as part of a process with change control. If an emergency change is needed then an emergency change control ticket is opened and the CAB is convened. Non-emergency tickets are brought before the CAB every Thursday and depending on the ticket, are acted upon during the next window.
5. Customer Responsibilities
The customer is responsible for opening change orders to initiate the changes needed to be made. The ITD Security Office will then open change control tickets, examine the request for policy violations, and then plan and schedule the change needed.
For your convenience, you may also view a detailed list of customer responsibilities.
6. Chargeback Rate Information
For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.
Cost framework: Security Operations and Engineering
1. Direct Charges to Customers
|Customer Specific - Costs Directly Charged to Customers||$93,654|
|Total 1A. Customer Specific - Costs Directly Charged to Customers||$93,654|
|Total 1. Direct Charges to Customers||$93,654|
2. Direct Dedicated Resources
|Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)||8.00||$689,827|
|Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)||8.00||$689,827|
|- IntraSystems, Inc.-RSA SecureID SID700 w/5yr. SecureID Authenticator (Item #SID-6-60-36-10)-||$243|
|- en Pointe Technologies-JBOSS Enterprise for New MMIS MAPIR Environment-HIT Project-||$2,990|
|- ePlus -Cisco 2960 Switches 24 port -||$360|
|- ePlus -Cisco 2960 Switches 48 port -||$842|
|- ePlus -Cisco 3560 Switches 24 port-||$1,054|
|- ePlus -Cisco 3560 Switches 24 port for end-of-life firewalls-||$726|
|- IBM-IBM X3650 Server for Data Center Consolidation - EHS Pilot-||$204|
|- IntraSystems, Inc.-Assuria Auditor (System Scanner) (Beginning in FY11, BI000704 covered under BI000540)(Eff. FY13, includes BI001080, BI000159, BI000162, BI000667, BI000743, BI||$38,501|
|- IntraSystems, Inc.-Checkpoint Software Maint and Nokia Equpment Maint Tier 1 Tech support 7x24 (Beginning in FY09 reduced outyears by $28,053 and added to Unit 4400)-||$604,579|
|- IntraSystems, Inc.-Juniper Secure Access Firewall for VPN-||$1,516|
|- IntraSystems, Inc.-Tripwire ELA for CSA EOL-||$43,620|
|- IntraSystems, Inc.-TripWire for Vulnerability Monitoring-||$13,928|
|- RetroFit-Avocent for Data Center Consolidation - EHS Pilot-||$569|
|- IntraSystems, Inc.-Tuffin for IPS Appliances-||$60,852|
|- Dell Software-VMWare -||$245|
|-Other costs, Reclassifications, Adjustments-||$57,966|
|- IntraSystems, Inc.-Juniper for End-of-Life Firewalls-||$80,242|
|- Agilysys-(2) IBM X3650 M2 Servers for DR-firewall related-||$423|
|- Dell Software-Splunk Software-||$5,715|
|- Agilysys-(2) IBM Servers to add additional storage to Security VMWare Environment-||$213|
|- Advizex Technologies-HP Hardware-||$1,966|
|- Agilysys-(3) 3650M2 Servers for log management (Includes 4 yr support)-||$854|
|- Agilysys-Avocents to replace EOL Avocents.-||$1,104|
|- Agilysys-Command Center Secure Gateway E1 Appliance & License for BOHE Project (Beginning in FY12, moved from Unit 2501)-||$1,487|
|- Agilysys-IBM X3650 M3 Servers for firewall replacement-||$10,667|
|- Akibia (Aquila Technologies)-InfoBlox Appliance for SDC (FY13 purchase made under Unit 2901)-||$33,038|
|- Akibia (Aquila Technologies)-QualysGuard Vulnerability Virtual Scanner Appliance-||$1,000|
|- Akibia (Aquila Technologies)-Upgrade RSA from 1000 to 2005 - RSA Authentication Manager Base Edition (Includes ACE Server Lic. #99034071)-||$13,572|
|- Dell Software-Avocent Console Software-DSView3 (Master Key Codes: 7DZ7A-Q2Z73-B2KUH-7WQ6U)-||$4,061|
|- Dell Software-RHEL Platform (Beginning in FY12, includes BI000551)-||$10,739|
|- Dell Software-Exceed/Hummingbird (#G58277, #G58252, #G58376)-||$1,656|
|- Dell Software-RDELTA-||$2,624|
|- Akibia (Aquila Technologies)-InfoBlox 550-A (S/N 1006200709000022, 1006200811000166, 1006200901000070, 1116200912000113, 1116200912000131, 1116200912000122, 111620091200017)-||$8,974|
|-Other costs, Reclassifications, Adjustments-||-$93,654|
|Total 2B. Hardware / Software / Contracts (UU, LL , etc)||$1,555,853|
|Total 2. Direct Dedicated Resources||$2,245,681|
3. Indirect Costs
|Total 3A. Allocated Shared Resources||$0|
|Total 3. Indirect Costs||$0|
4. Indirect Costs
|Total 4A. Shared ITD Data Center Services||$0|
|Total 4. Indirect Costs||$0|
5. Allocated Costs
|Allocated Costs Not Specific to Service||$14,489|
|Total 5A. Allocated Costs Not Specific to Service||$14,489|
|Total 5. Allocated Costs||$14,489|
6. Management Adjustments
|Total 6A. Management Adjustments||$0|
|Total 6. Management Adjustments||$0|
|Grand Total: Security Products and Services - Security Operations and Engineering||$2,353,824|
7. Rates Pertaining to this Service
|SERVICE OFFERING / TITLE / BILLABLE UNIT||RATECODE||RATE||PLANNED UNITS||COST|
|Security - Remote Firewall Support-Device / Month||SU020||$970||456||$442,320|
|Security - Remote Device Support-Each Port-Month||SU040||$77||0||$11,088|
|Security - Magnet Port Security -Each Year||SU060||$147||12966.5||$1,900,416|
|Total 7A. Rates Pertaining to this Service||$2,353,824|
Download a complete listing of all chargeback rates
Updated October 25, 2013
Reviewed October 25, 2013
Published August 14, 2009
Created April 10, 2009: Information provided by the Security Office