Site to Site VPN

What is this Service?

A VPN is a Virtual Private Network.  LAN-to-LAN VPNs are used to connect remote networks to the State’s Wide Area Network (WAN), generally to provide access to or from vendors.  A VPN is used to provide additional security on private networks. The VPN builds an encrypted "tunnel" through a public/private network which provides the necessary confidentiality (this prevents snooping), sender authentication (this prevents identity spoofing), and data integrity for secure access to private resources. VPNs create paths of access into the network that must be looked at very carefully from the security perspective to only grant access to the areas required to perform the work.

What is Included?

Key Standard Features

  • Secure transmission of data through un-trusted networks (e.g., the Internet)
  • Provides data integrity and/or data confidentiality
  • Can also be combined with authentication and authorization mechanisms
  • Provides secure encrypted remote access to information protected by the firewall
  • ADS Network Security Analysts provide consultation regarding service options and recommend best practices security policies

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/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

  • Depends on the type of request. 

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.

User Connectivity issues

  • Resolution Goal: 2 business days
  • Issues will be prioritized and resolved based on priority. Please refer to Customer Support for definitions of priority levels and resolution goals for each level.

Firewall issues in state offices

  • Resolution Goal: 1 business day
  • Issues will be prioritized and resolved based on priority. Please refer to the Customer Support section for definitions of priority levels and resolution goals for each level.

Note: Major outages will be addressed as soon as feasible. A Global ticket will provide information about the incident, locations that are impacted, and expected time for recovery. This information will also be posted on ADS' Home Page.

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