| Remote Access Virtual Private Network |
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| Description |
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Remote Access Virtual Private Network (VPN)
Instead of using a dedicated, real-world connection such as leased line, a VPN allows the use of a secured "virtual" connection across an untrusted network. Remote Access VPN products provide access to the network domain when the user is at an external location. The remote access VPN provided by the SDC is specifically designed to provide remote network access. It does not provide reverse proxy or application aware services.
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| SDC Responsibilities |
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- Acquire product and manage licenses and license compliance
- Maintain current product release levels[1]
- Receive, analyze, and implement customer requests for adding/deleting/changing a specific user’s VPN connectivity
- Define and manage any log and archive files associated with the product
- Monitor, troubleshoot, and tune environments for optimum performance and availability
- Consult with vendor technical support staff to escalate issues that cannot be resolved internally
- Notify customers of requested customer and SDC upgrades and changes
- Patch and upgrade products
- Provide customers with lists of their VPN users
[1] SDC policy on supported software versions will be developed at a later time
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| Customer Responsibilities |
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- Determine which users will have access to the products selected by the SDC
- Provide estimates of resource utilization and expected growth in terms of expected concurrent usage
- Request VPN user add/delete/changes
- Provide VPN client software to workstations as needed
- Perform impact analysis of proposed changes to VPN products on the customer’s applications and end-user commitments
- Test VPN product changes prior to release to end users
- Coordinate schedules for proposed changes to VPN products so that important customer activities (e.g., application rollouts, application upgrades, training sessions or live service) are not affected by the changes
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| Who to Call |
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Your account manager can help answer any questions you have about this service, contact the SDC Service Desk at (503) 373-1000 or e-mail SDC Service Desk.
What to ask for:
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Request the Firewall/VPN Request form from the SDC
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Troubleshooting Remote Access or VPN issues
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| Other |
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Service Levels:
Service levels to be provided in later revisions of this document.
Special Change Management Procedures:
VPN changes are handled through VPN/Firewall Change Management Procedure.
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Related Policies:
Revision History:
Draft - June 18, 2007
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