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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:
- 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:
- 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.
- ITD's Chargeback Billing System.
- For additional Security support services please see Security Information Services.
2. Service Targets/Hours of Availability
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 Availability||Service available hours are 24 x 7.|
|Request Fulfillment||Staff 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.|
|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.|
3. Service Reporting
The following reporting information is provided to customers as part of this service:
|System Resource Utilization||By user account, a summary report of user utilization per day.||Monthly report posted to DocDirect|
4. Service Requests
|COMiT Service Requests *||Description||Lead Time-Business Days|
|Request New VPN External Remote Access||This request is to obtain a new VPN certificate for remote access MAGNet.||3 Days|
|Request New VPN Business Group Remote Access||This request is to obtain new VPN certificates for a Business Group requiring remote access to MAGNet.||3 Days|
|Submit an Issue with Current VPN Service||This request is for assistance with VPN service issues.||3 Days|
|Request a Modification to the SSL VPN Technical Contact List||This 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 .
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 July 10, 2014
Updated July 10, 2014
Published August 14, 2009
Created April 14, 2009: Information provided by the Security Office