Virtual Private Network (VPN) Client - 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.  The application used is the VPN Client.

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 & groups
  • The ability to access your workstation, files, and commonly used applications from anywhere in the world through the VPN client
  • For remote email Access the Online Email Service.
  • Technical support and fulfillment of service requests

How Do I Obtain This Service?

User Request Process for Service Features

Contact the Service Desk to request standard and/or non-standard features relating to this service listed below.

Self Service Portal – Log into LANDesk

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

Routine firewall maintenance that is not disruptive may occur at any time.  Firewall maintenance that will create an outage or has a high potential to do so will be scheduled outside of business hours (after 8pm on weekdays, after 4pm on Saturday, or Sunday) with notification to all potentially impacted areas.

A global ticket will be created, and information posted on our home page when maintenance occurs.

Service Performance

Availability Goal

Service/Application Availability
  • VPN 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

  • 5 business days to fulfill request for new email accounts

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

  • VPN is currently included in the allocation.

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