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Verizon Private Network

Verizon Private Network Service

Verizon private network service provides for access to the State network via the Verizon cellular network. Users with Verizon air cards are connected by Verizon directly to the Verizon services router on the State network and have access to the internet and web-based services. Agencies can also request firewall rules to allow additional access to internal State resources. All traffic is encrypted between the air card and the Verizon services router. There is no additional charge for Verizon private network service beyond the cost of cellular service.

The hours of support required for Verizon private network service are listed below.

Hours of Support

Application

Support Hours

Days of Week

Verizon private network service As provided by Verizon contract As provided by Verizon contract

Product Features and Descriptions

Secure Connection

Verizon private network service establishes a virtual private network (VPN) that enables remote users to communicate confidentially over a public network (i.e., from public internet connections).

Data Encryption

User credentials and all data traffic are encrypted in compliance with Internet Protocol security (IPSec) standards.

Verizon Management Portal

Agencies will be given access to the Verizon management portal, with the ability to add or remove users from the service.

Features Not Included

Access to Verizon cellular network

For Verizon private network service, users must have a device equipped with an air card with access to the Verizon cellular network.

Ordering and Provisioning

To order the Verizon private network service product, please refer to the product request form on the DTS web site. At the bottom of the form, there is an option to “Add New Group” or “Add User to Existing Group” (see following image). Orders to “Add New Group” require approval of the requesting agency’s IT director, but orders to “Add User to Existing Group” do not.

DTS Responsibilities

  • DTS will deliver the product described in this product description.
  • DTS will provide instructions for product use.
  • DTS will operate and maintain adaptive security appliances (ASAs).
  • To ensure the security of State information technology resources, DTS may block telecommuters’ access to the State Network when troubleshooting security intrusions.
  • DTS will enforce the Information Security Policy, and the Acceptable Use of Information Technology Resources Policy.
  • DTS will work with Verizon to establish agency groups for Verizon private network service.
  • DTS will work with individual or agency requesting the product (i.e., the customer) to configure user access to the desired State services and systems.

Agency Responsibilities

  • Customers will adhere to their agency’s policies and procedures in submitting online orders that have been properly approved.
  • Customers will obtain a Verizon-compatible air card or other device from their device manufacturer and a Verizon cellular connection from Verizon.
  • Non-State employee customers must be sponsored by a State of Utah agency.
  • Agencies are responsible for controlling access to their Verizon Private Network group, including adding and removing users.
  • Agencies will work with DTS to configure user access to the desired State services and systems.

System Requirements

Users must have a supported Verizon air card.

DTS Service Levels and Metrics

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.

Metric Description

Target Percentage of Application Availability*

Not applicable

Not applicable

Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix.

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.

Total Time to Resolution

Target Percentage of Tickets Meeting Priority Timelines

Low priority: 6 business hours

90%

Medium priority: 4 business hours

90%

High priority: 3 clock hours

90%

Critical priority: 3 clock hours

90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.  

Time to Initial Response

Target Percentage of Tickets Meeting Priority Timelines

Low priority: 1 business hour

85%

Medium priority: 1 business hour

85%

High priority: 1 clock hour

90%

Critical priority: 30 clock minutes

95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution

65%

Customer Satisfaction Surveys and Reporting

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.

Metric Description

Target Levels of Customer Satisfaction

Average level of satisfaction with resolution efforts

≥ 4.5 on a scale of 0–5

Percentage of respondents expressing satisfaction (vs. dissatisfaction)

93% of respondents satisfied