RAS Service Description

1. Description

Remote Access Services (RAS) are provided to EBC Ministry clients so they may connect their computer/offices to the government's computing environment particularly for individuals away from the office.

This includes:

Creation of a RAS VPN account through EDS Network Services
Installing VPN Client software on the client PC,
Instruction on how to Sign-on to the RAS Service using the VPN Remote Access Client software,
EBC Technology Service Desk support from 7 a.m. To 7 p.m.,
PKI log-on password resets routed by EBC Technology Service Desk to WIN/SSB PKI Support Analyst,
Ten hour or unlimited use alternatives via phone or cable connection and one time set-up for:
"dial-up"(single or changing location @ 56Kbps)… 10 hours
"dial-up"(single or changing location @ 56Kbps)… Unlimited
"always on"(single location @ High speed) DSL (digital services line)…Unlimited including 10 hours of "dial-up" use at other locations
"always on" "(single location @ 1Mbps+) Internet Cable Services (Cogeco/Rogers)
"VPN Account & VPN Client Software for Existing Internet Services Providers.

2. Objectives

To ensure that Remote Access Services provided to EBC Ministry clients connecting their EBC or Home computer to the government's computing environment (while away from the office) are secure and protected from unauthorized access or interception of government information and data by providing:

Secure access to EDS Network Services from external locations
Access through any Internet access mechanism such as an ISP.
An encrypted tunnel directly from the Client PC to the government environment
A Virtual Private Network firewall to prevent unauthorized access
Leveraging the government's Public Key Infrastructure (PKI and Entrust) and directory environment

3. Service Commitments

RAS VPN Account Set-up within 5 business days, 98% of the time
DSL VPN Account Set-up within 7 Business days, 95% of the time
Cable VPN Account Set-up within 17 Business days, 95% of the time
Wireless Account Set-up (eg., Blackberry, iPAQ) within 15 Business days, 95% of the time
VPN Account Modifications, changes and deletion 5 business days 98% of the time
How to Instruction from EBC Desk Side Support on installation or Service Desk on first use attempt
Service availability 99%
Dial connection on first attempt without a busy signal 99.5% of the time
VPN password resets within 2 hours, 95% of the time
Advance notification to users of expected disruption to above service levels

How are we doing ?
Check performance for this service

4. Client Obligations

Ensure that the RAS Service selected is the most appropriate service for their intended business use
Provision of client access - telephone line, DSL or cable service,
Use Network Access Request Form (NARF) form to provide proper authorization and accurately complete information for VPN account and set-up, changes and deletions
Contact the EBC Service Desk for service failure reporting, support needs and password resets

5. Client Costs

There is a Premium Service Charge for RAS Services as follows:

dial-up"(single or changing location @ 56Kbps)… 10hr + $1.10 for each additional hour	$21.45/mth
"10 Hour Service" additional use @ $1.10/hour	$TBD/mth
"dial-up"(single or changing location @ 56Kbps)… Unlimited	$25.25/mth
"always on"(single location @ High speed) DSL (digital services line)…Unlimited including 10 hours of "dial-up" use at other locations	$76.45/mth
One Time Set-up Charges of $37, $37 and $150 (May Be Absorbed By INP Project	$????
"always on" "(single location @ High speed) Internet Cable Services (Cogeco/Rogers)	$65.90 /mth
VPN Account & VPN Client Software for Existing Home Internet Cable Services	$11.50/mth

6. Service Manager

Responsible for Service Management, delivery and accuracy of this Catalogue item:
Kevin Griffin, Manager, IT Services Management

7. Dependencies

Network Access Supported by EDS
Service Desk logging of RAS Service Requests and service failures
E-mail system must be operational for communications of messages

8. Activities

Validation and processing of requests
Communication to users when requests have been actioned
Troubleshoot and resolve incidents where valid users are having access problems

9. Service Partner Obligations

Ensure NARF form has been authorized by senior business manager
Use NARF form to document proper authorization and accurate completion of information for all account and group set-ups, changes and deletions, eg., EDS
Confirm account and group set-ups, changes and deletions have been completed to Service Desk, Incident Coordinator or Network management group
Contact Service Desk for service failures and restoration
Contact Client and Service Desk for password resets or locked account actions completed
Equations Used for EDS Calculations of RAS Metrics:

RAS Network Latency (milliseconds)	=	Sum of latency samples over different time-periods Number of samples
Overall Network Availability (%)	= 1 -	(Sum of Unscheduled Service Outage Duration for all RAS ports) Sum of [Scheduled Uptime - Excused Downtime]	x 100
Service Availability (%)	= 1 -	(Sum of Unscheduled Service Outage Duration for each port) Sum of (Scheduled Uptime - Excused Downtime)	x 100