Remote Access

What is this Service?

This service provides secure access for state employees and authorized third parties (contractors/vendors) to connect to the State of Vermont’s internal network and resources from non-state locations.

What is Included?

Key Standard Features

  • Secure transmission of data through un-trusted networks (e.g., the Internet)
  • Restricted access to State of Vermont resources based on profile and permissions of user
  • The ability to access your workstation, files, and commonly used applications from anywhere in the world through a browser.
  • Remote access to the Email Service can be accessed through the Outlook Web App
  • Technical support and fulfillment of service requests

How Do I Obtain This Service?

User Request Process for Service Features

Remote Access can be requested as part of the employee on-boarding process, or requesting a change in access to an existing user account; approvals are necessary from the employee’s supervisor.  For more information on the options available visit the  Citrix and VPN (Virtual Private Network) pages.

For additional remote access capabilities or special access for consultants and vendors, you may submit your request through the following:

Self Service Portal – Log into LANDesk

Service Exclusions

  • Installation on home/personal devices.  Instructions are provided, but we provide limited support on actual installations.

How Do I Receive Support for This Service?

To request support for this service, contact the Service Desk to open a support ticket

Self Service Portal – Log into LANDesk

Service Maintenance Schedule

  • See Citrix and VPN service descriptions for maintenance window information.
  • Service may be interrupted during the Maintenance Window

Service Performance

Availability Goal

Service/Application Availability
  • Citrix Application: 99%
  • VPN (Virtual Private Network) Application: 99%
Support Availability
  • ADS Service Desk: Monday –Friday 7:45 a.m. to 4:30 pm
Non-Business Hours

ADS does not traditionally respond to issues after business hours. ADS staff is only available via "best effort" after hours. Support calls placed after 4:30 PM and weekends/holidays will be redirected to Contact Communications. Issues requiring immediate attention will be forwarded to the appropriate ADS employee who will triage the reported issue and follow proper procedures to restore activities to normal operations

Request Fulfillment Goal

  • 3 business days to fulfill request for remote access account (provided it’s a standard request not requiring further approvals)

Resolution Goal

  • Issues will be prioritized and resolved based on priority. Please refer to the Customer Support Service Level Agreement for definitions of priority levels and resolution goals for each level.

Service Costing

  • Citrix license/per user is $185 per year
  • VPN – Currently covered under the ADS Allocation and not paid for through demand services

133 State Street
Montpelier, VT 05633
(802) 828-4141

For Customer Support, please call 802-828-6620 or toll free 855-828-6620

  • ADS Service Desk/Telecommunications:   Option 1
  • ADS Mainframe Helpdesk:   Option 2
  • Vision/HR Helpdesk: 802-828-6700: Option 3