Download the complete service offering doc format of vpn_services_definition.doc

 


1. Description of Service

The Information Technology Division (ITD) provides reliable and secure centrally managed policy compliant Virtual Private Network (VPN) access to MAGnet (Massachusetts Access to Government Network).  SSL VPN allows a remote user (external to MAGnet) to securely access an agency’s applications and resources within MAGnet.  The SSL VPN soft token acts as an ID for the external user.

 

VPN product support and infrastructure are outsourced to Verizon.  Agency Security Officers submit requests for SSL VPN for their agency via the ITD COMiT system. SSL VPN services include the following:

 

Basic Services

  • SSL VPN authentication is provided through a soft token, which is available 24 x 7 once the user is enrolled.

     

The above services include:

  • Add, change, or delete a VPN account

 

Authorized agency personnel will have the ability to:

  • Order the SSL VPN service.
  • Utilize the Verizon Helpdesk services.



Support services include:

 

 


2. Service Targets and Metrics

Service Requirement

Description

Incident Management

Each agency has designated SSL VPN technical support personnel registered with Verizon who have the ability to provide SSL VPN technical support along with agency Security Officers and Administrators who can assist with security matters.  Should the SSL VPN technical support personnel have a problem that cannot be resolved, they are authorized to call the Verizon SSL VPN Help desk at 888-216-2063 for SSL VPN Technical problems. For Security Officers and Administrators security problems, ITD’s CommonHelp can be reached at 866-888-2808.

If this is not a Verizon VPN issue, ITD Service Management Office has standard processes to manage incidents, requests and changes.

Service AvailabilityService available hours are 24 x 7.
Request FulfillmentStaff will respond to service requests from 8:00 am to 5:00 pm Monday through Friday excluding weekends and holidays. The Verizon Helpdesk is available at 24 x 7 at 888-216-2063.


Planned
Maintenance
Maintenance is performed weekly in a 3 hour window between 7:00 pm and 10:00 pm, every Friday, excluding holidays. If an outage occurs impacting either the Boston or Chelsea VPN Gateway, customers will be notified about the outage, downtime and instructed to connect to the available Gateway. Ad-hoc maintenance is scheduled through change control and customers are notified though part of the change control.

Performance

Description

Measurements

Not available at this time

 

 

Availability

Description

Measurements

Not available at this time

 

 



 

 


3. Service Reporting

The following reporting information is provided to customers as part of this service:

Report

Description

Reporting Interval

System Resource UtilizationBy user account, a summary report of user utilization per day. Monthly report posted to DocDirect






4. Service Requests

COMiT Service Requests *DescriptionLead Time-Business Days
Request New VPN External Remote AccessThis request is to obtain a new VPN certificate for remote access MAGNet.3 Days
Request New VPN Business Group Remote AccessThis request is to obtain new VPN certificates for a Business Group requiring remote access to MAGNet.3 Days
Submit an Issue with Current VPN ServiceThis request is for assistance with VPN service issues. 3 Days
Request a Modification to the SSL VPN Technical Contact ListThis request is to modify the Agency VPN Technical Contact List.3 Days

*For new service requests only. To manage existing requests, please log into COMiT.



5. Customer Responsibilities

Customers must sign the Remote Access Agreement and notify ITD immediately upon a change in a user's employment status.

For your convenience, you may also view a detailed list of customer responsibilities doc format of vpn_services_definition.doc
.

 


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 .

Customers are directly charged by Verizon $8.86 per month and a onetime installation cost of $3.49. No ITD Chargeback costs are calculated.

 


Reviewed August 14, 2014
Updated August 14, 2014
Published August 14, 2009
Created April 14, 2009: Information provided by the Security Office