OTIS offers customers a secure, centralized VPN remote access platform, providing a secure gateway for remote users to connect to a private network from diverse locations. Enterprise remote access provides a dedicated unit (including people, processes and technologies) structured as a centralized point of service and focused on the administration and maintenance of core VPN functions supported by OTIS. This offers customers a way to offload the complexities of managing VPN solutions, especially related to new hardware purchases.
- Key Features and Benefits
- All services are delivered in compliance with the State of South Carolina's information security policies, as presented in SCDIS-200.
- All VPN traffic is secured and all VPN connections are encrypted from endpoint to endpoint. All transmissions are encrypted in transit through an IPSEC-protected link. Encryption is FIPS-140-2 compliant.
- VPN connectivity that is efficient and reliable. Redundant, centralized VPN concentrators to facilitate IPSec VPN tunnels with remote networks through the internet.
- Implemented and enforced VPN access security policies. Adherence to security policies through routers, firewalls, VPN appliances, etc.
- Utilizes Host Checker policies to ensure only patched and supported devices can connect.
- Supports multi-factor authentication (MFA).
- Physical Security and Facilities
- Host all remote user VPN technologies in the State Data Center, which has appropriate physical and environmental security controls such as biometric access control, internal and external security camera coverage, 24x7x365 armed uniformed officer, conditioned UPS power, emergency power, fire detection and suppression and temperature control.
- Management and monitoring of physical security to the data center.
- Management and monitoring of the data center environment (e.g., racks, power and cooling).
- Management of emergency response for man-made and natural disasters.
- Redundant electrical power and cooling infrastructure is provided.
- Hardware
- Installation and configuration of OTIS-owned VPN infrastructure.
- Provision, hosting, maintenance and refreshing all VPN infrastructure in the State Data Center.
- Software
- Management and monitoring software tools and technologies associated with Remote User VPN service, including:
- usage reporting,
- monitoring,
- performance analysis and reporting,
- alert and event management,
- incident management.
- Management and monitoring software tools and technologies associated with Remote User VPN service, including:
- Support and Administration
- Monitoring, alerting and providing incident resolution through the Division of Technology Operations (DTO) Service Desk and OTIS technical support staff.
- OTIS provides support 24x7x365 (24 hours a day, seven days a week, 365 days a year).
- Planned maintenance is performed Sunday between 6:00 a.m.–10:00 a.m. Customer will have a dedicated resource to coordinate restoration of service after maintenance unless otherwise notified.
- Exclusions
- Any customer-owned equipment that is not part of the shared services infrastructure will not be supported by OTIS.
- Prerequisites
- Required service(s) for eligible customers:
- Managed Router
- Managed Firewall
- Multi-Factor Authentication
- Customers must submit service requests to OTIS in advance, as described below:
- Contact OTIS at least 30 days before new service installations or office moves when existing network infrastructure exists.
- Contact OTIS at least 60 days before new service installations or office moves when no existing network infrastructure exists. Depending on customer requirements, location and need for vendor support, more advanced notice may be needed.
- OTIS may need approval from the customer agency director and Admin chief information officer (CIO) to support requests submitted outside the advance notice requirements, and additional funding may be required to cover overtime, vendor fees and other costs.
- Required service(s) for eligible customers:
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Remote User VPN Service | ||
| Plan, provision and maintain the shared VPN infrastructure (hardware and software). | Image
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| Troubleshoot and resolve the shared VPN infrastructure (hardware and software) issues. | Image
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| Defining customer host checker policies. | Image
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| Provide approval to OTIS to make changes. | Image
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| Contact the DTO Service Desk to report an incident. | Image
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| Request Remote User VPN service for authorized users. | Image
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| Service Level Name | Description | Target Service Level |
|---|---|---|
| Incident Response – Severity 1 and 2 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 99.00% |
| Incident Response – Severity 3 and 4 | Means the percentage of time it took for a Severity Level 3 and Level 4 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 95.00% |
| Service Request Fulfillment Timeliness | Means the percentage of time OTIS successfully completes “Service Requests” (defined as requests that are not automated self-provisioned or that do not require solution proposal development; examples of such requests include provisioning ID access, password resets, Service Catalog requests, IMACDs) within the applicable timeframes. | 96.00% |
Service Rates
| Resource Unit | Monthly Rate |
|---|---|
| Network, Remote User VPN | $7.05 |
Service Contacts
To report issues related to this service, customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov).
For additional information on this service customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov).
Estimate Initial Service Delivery Time
The initial service delivery time will vary based on the project scope. Customers should contact their Agency Relationship Management (ARM) representative to initiate the Request for Solution (RFS) process to request a solution and target delivery time.
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | No |
| Higher Education | No |
How To Order
Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) to acquire these services.
