SUPPORT AND MONITORING
Overview
3-tier architecture
Secure Operations Center
Monitoring
Reporting
Overview
Cloudconnector offers comprehensive VPN support and monitoring services including 3-tier phone and email support for remote users. From windows desktop applications to VPN authentication issues, telecommuters and road warriors have access to 24x7x365 world-wide technical support. Cloudconnector also offers support in many foreign languages.
3-tier Architecture
All support tiers are handled by technical specialists trained in desktop networking and firewall/VPN technology. Tier 1 support consists of troubleshooting basic problems with Internet connections, email, and Windows applications. If not resolved, the issue is then escalated to Tier 2. Tier 2 support consists of troubleshooting issues with VPN client software and authentication. Further unresolved issues are then escalated to Tier 3. Tier 3 support consists of troubleshooting the network and VPN systems to discover misplaced rules or other issues. Users have access to an 800# to receive assistance. In addition, Cloudconnector provides each user with a step-by-step brochure for creating a dial-up VPN connection.
Secure Operations Center
Cloudconnector’s SOC provides 24x7x365 security monitoring and intrusion detection. The SOC proactively monitors every Cloudconnector VPN in existence and protects each network against issues such as denial of service attacks, attempted hacker infiltration, and equipment failures. Within seconds of a system failure Cloudconnector engineers are alerted to the problem. The Cloudconnector SOC also performs intrusion detection as well as forensic analysis in the event of a security breach.
Monitoring
- 24x7x365 Secure Monitoring
- Hardware monitoring
- Software update management
- Bandwidth usage monitoring
- Over 1,000 security tests for Windows, Linux, and Solaris
- Database storage of port scan results over time
- Obviates existence of new services appearing on the network
- Threshes out possible weaknesses in network boundaries
Reporting
Cloudconnector provides detailed reports and statistical analysis on traffic through the firewall and VPN. Report topics include Tunnel Statistics, Employee Internet Usage, Bandwidth Utilization, and Security Reports. |
