Saturday November 21st, 2009
Departmental
Firewall Support
Service Description
Summary: OIT offers campus units the opportunity to benefit from a locally attached, custom configured firewall. Such a firewall provides flexibility and additional security to departments that require more than the basic service provided by the campus firewalls.
Executive Summary
OIT will work with your department to identify, acquire, configure, operate, and maintain a firewall that is suited to your needs and compatible with campus standards. The initial consultation fee of $750 includes:
- A meeting with OIT network and security engineers to evaluate your requirements and existing environment.
- On-site analysis of your existing network configuration by OIT engineers.
- A detailed proposal from OIT network engineers for any network changes that will be needed to accommodate your firewall.
- An itemized quote from OIT security engineers for properly configured, campus standard firewalls meeting the requirements set out in the initial meeting.
- Firewall installation (2 hours of labor included, then standard charges apply.)
- Initial standard software and ruleset configuration (custom configurations extra.)
For campus units requiring multiple firewall sets at more than one physical location, an additional consultation charge of $400 per site applies. This fee covers the additional work required to perform network analysis and prepare more complex proposals in a multi-site environment.
When you receive your firewalls, OIT security and network engineers will configure and install them at our standard hourly billing rate. (No flat rate is offered for installation service because each installation is unique; however, the first two hours of installation are included with your initial consultation.) At the end of this stage, your department will have the benefit of a properly configured firewall.
Once your firewalls are up and running, OIT offers two plans for ongoing support.
- Full Support Option
The Full Support option completely frees your computing support staff from any administrative responsibility for the firewall. The Full Support plan is strongly recommended by OIT. Under this plan, OIT takes full responsibility for housing and administering the firewall. The client does not have to provide space for it, nor be concerned about keeping rulesets or software up to date. OIT provides 24x7 emergency support through our help desk, and the plan includes a number of hours of individualized consulting each month for complex configuration issues, special projects, and so forth. - Backup Support Option
For those wishing to expend their own staff time on firewall care, OIT offers the Backup Support option. Under this plan, OIT is standing by with technical assistance when your staff runs into an issue. Physical and administrative access are controlled by your department, and your staff has primary responsibility for the maintenance and operation of the equipment.
The plans are summarized in the table below.
Service Feature Summary
| Full Support | Backup Support | |
|---|---|---|
| Installation | First 2 hours included. Additional labor at $65 per hour. | First 2 hours included. Additional labor at $65 per hour. |
| High availability | Dual redundant firewall configuration required. | Single firewall OK. |
| Routine configuration changes | No charge. 1 business day turnaround† |
No charge. 1 business day turnaround† |
| Complex configuration changes | Hourly charges may apply. | Hourly charges may apply. |
| Emergency support | 2 hour response during business hours, 4 hour response outside business hours‡ | Business hours only, 4 hour response‡ |
| Support (One year renewal cycle) | $160 per month per firewall set | $80 per month per firewall set |
| Hours included | 4 | 0 |
| Min. hrs. billed, per event | Business hours: 30 minutes Outside business hours: 2 hours |
Business hours: 1 hour Outside business hours (for pre-arranged work): 4 hours |
| Fees for additional hours | $40 per hour | $65 per hour |
| Administration | OIT retains sole administrative control of firewalls and has primary responsibility for their operation. | Client has primary responsibility for operation of firewalls; provides OIT with passwords, physical access. |
| Firewall location | OIT communications closet, providing enhanced protection for your firewalls. | Client area, accessible to OIT as needed. |
| Cisco Smartnet maintenance | Handled by OIT, cost passed through to client with 5% surcharge. | Handled by OIT, cost passed through to client with 5% surcharge. |
† “Reasonable efforts” basis - response time not guaranteed.
‡ “Best efforts” basis - response time not guaranteed.
Special considerations
- Only OIT-approved firewall configurations, including failover units, are eligible for coverage.
- OIT provides professional pre-installation consultation, as described above, at a flat rate of $750. For those clients requesting ongoing support who did not work with OIT prior to installing and configuring their firewalls, a $750 contract initiation fee will apply. This fee will cover OIT evaluation of the existing setup, and development of a set of required modifications, if any.
- Services are limited to firewall support only. OIT does not take responsibility for client's overall network security. The client is responsible for ensuring safe computing practices in its environment.
