Mobile Services

What it is

Objectives

Promised Performance

Client Obligations

Funding

Dependent On

Activities

More Info

CO Summary

Version 2.0 Printable Version

Version History

1. Description

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

• 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 2 business days if in stock or 15 business days if not in stock, 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 ?

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

6. Dependencies

• completion of mobile strategy and presentation to appropriate governance levels,
• 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,
• 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

7. 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

8. More Information

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

  
  
  

• 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

• Whitepaper - Five Hurdles to Successful Mobile and Wireless Deployments

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