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Virtual Private Network (VPN)

November 2009

Overview

This is a Service Level Agreement (“SLA”) between the campus community and ITS to document:

Procedures and requirements for acquiring and installing virtual private network (VPN) client software
Service agreements related to the VPN client software
System requirements for users

Service Description

A Virtual Private Network (VPN), enables “Remote Access” to resources that are not otherwise available through a web browser. Since the campus’ network infrastructure is protected from internet viruses and worm attacks by a firewall, VPN solution is necessary to gain access to specific campus resources, while maintaining the security of the system for both users and the network. UW-Whitewater enables VPN access using the Cisco AnyConnect VPN Software. A valid campus net-id and password are required to gain access.

Accessing most campus enterprise technology services, such as Email, calendar, the UW-Whitewater web site, WINS, and other web-based services does not require the use of the VPN. In most cases, the VPN service would be used by individuals who need administrative access to systems, applications, or client software.

For installation and training instructions for installing and using the AnyConnect VPN Software, AnyConnect VPN Software

Roles & Responsibilities

Acquisition & Installation

VPN Client software is available to faculty, staff and students with a valid campus net-id and password. http://vpn.uww.edu.

User Responsibilities:

Downloading installation AnyConnect VPN software and instructions from the website
Install the client AnyConnect VPN software on UW-Whitewater owned equipment (if not already installed)
Install the client AnyConnect VPN software on Non UW-Whitewater owned equipment

ITS Responsibilities:

Provide the VPN technology infrastructure
Maintain availability of client software installers
Maintain published documentation
Install AnyConnect VPN Software on new laptop computers (part of standard set-up/imaging process)
Provide troubleshooting support for the installation and use of the client
Granting access to students on a case by case basis

Service Scope

In Scope Services

Enabling campus community to acquire the VPN client
Providing documentation
Providing client installers for supported operating systems.
Troubleshooting problems with VPN client installation and operation on supported campus equipment.
Limited best effort support for installation of the AnyConnect VPN software on Non-University owned equipment

Out of Scope Services

Supporting OS not in Level 1
Supporting use of the VPN software to function with unsupported systems and software
Troubleshooting access through home networking equipment or software which includes but is not limited to Routers, Modems, Hubs, Manufacture's software, ICS, or Wireless technology
Troubleshooting of home networks.
In home support for either UW-Whitewater or Non-UW-Whitewater owned equipment.

Acquisition

The VPN client software can be downloaded by faculty and staff with a valid net-id and password: http://vpn.uww.edu. Both the client and instructions for use are available for Windows and Macintosh.

Responding to Problems and Incidents

If a user has trouble downloading and installing the VPN client, the user should contact the Helpdesk (472-4357) for support.

Impact Level	Explanation	Examples	Initial Response Time
Impact Level 1	Campus wide problem occurs No temporary or workable alternatives available	VPN service is not functioning.	During Business Hours: Immediate After Hours: Best effort
Impact Level 2	Limited amount of users or groups are affected	Problems with the website linking to the VPN client.	During Business Hours: four hours After Hours: Best effort
Impact Level 3	Individuals are affected	User has problems installing or using the VPN client software on a computer with a supported OS.	Response will be within two business days

Hours of Coverage and Escalation Procedures

Acquisition

VPN client software can be downloaded by the user onto campus owned or personally computers. Only campus systems with supported operating systems will be supported by ITS.

Service Requests

The Helpdesk is the initial contact for all service related requests.

Phone Number: 472-HELP (472-4357) or helpdesk@uww.edu

The hours during academic sessions are:

Monday-Thursday: 8 AM - 9 PM

Fridays: 8 AM - 4:30 PM

Check Get Help for summer and extended hours.

Impact Level 2 and 3 service requests will be handled during normal business hours.

If a department/division does not receive a contact within the specified time for their Impact Level, an email should be sent to sla-ITS@uww.edu.

Fees and Expenses

No costs will be associated with using Remote Access/VPN.

Service Level Agreements

Service level agreements (SLA's) allow Instructional, Communication and Information Technology to offer colleges, departments and university organizations IT services on an enterprise level.