Time Warner Cable Business Class IP VPN & Managed IP VPN User Guide

Transcription

1 Time Warner Cable Business Class IP VPN & Managed IP VPN User Guide

2 Table of Contents 1. TWCBC IP VPN & Managed IP VPN Service Overview How to Order New Services Mobile IP VPN Client Licenses Add Managed IP VPN Service Higher Capacity Tier of IP VPN & Managed IP VPN Data Network Access Bandwidth Tier Upgrades Managed Security Services How to Contact TWCBC Customer Service How to Use the Customer Portal How to Access the Customer Portal How to Change your Password How to Access Downloads Frequently Asked Questions (FAQ) How to Create Tickets on the Customer Portal Support Helpdesk Overview How to Open a Support Ticket How to Request the Status of Ticket How to View the Status of a Ticket How to Close a Ticket How to View Reports on the Customer Portal Customer Premise Equipment Reports Managed IP VPN Usage Reports Managed IP VPN Monitoring How to Modify Monitor Options for Synchronize Tunnel Status Information How to Modify Monitor Options for Refresh Selected Tunnel Statistics How to Modify Monitor Options for View Selected Tunnel Statistics How to Modify Monitor Options for Renegotiate Selected Tunnels

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4 1. TWCBC IP VPN & Managed IP VPN Service Overview TWCBC IP VPN provides site-to-site and hub-to-site IPSec VPN tunnels, encrypted to securely transmit your data to branch offices, or to partners sites. Mobile IP VPN clients for your PC or laptop provide secure remote access to your enterprise sites from anywhere that has Internet broadband. Ticketing is available through the customer portal. TWCBC Managed IP VPN service is offered for customers who desire FIPS compatible encryption, and a stringent customer support SLA for their IP VPN tunnels, with 24x7x365 proactive monitoring and management. It provides 2-hour, 8-hour and 16-hour outage resolution based on issue severity. Managed IP VPN customers can request bandwidth prioritization between VPN and Internet traffic. The customer portal is enhanced with VPN usage reports and service status. This guide provides instructions on how to use your customer portal, including how to request configuration updates and how to report problems. Additionally, it explains how Managed IP VPN service customers may view Managed IP VPN tunnels status and usage reports. It also provides guidance on how to request new services through your TWCBC Account Executive or through TWCBC Customer Service. 4

5 2. How to Order New Services The following new services or service tier upgrades may be ordered through your TWCBC Account Executive or through TWCBC Customer Service. 2.1 Mobile IP VPN Client Licenses Mobile IP VPNs enable your employees to securely access your company s applications from anywhere. There are two Mobile IP VPN client licenses available for PCs and laptops: 1. Mobile IPSec VPN client license this service dynamically creates an IPSec VPN tunnel from a PC or laptop to your enterprise site, to encrypt data transmitted between the remote PC or laptop and your enterprise CPE (Customer Premise Equipment). 2. Mobile SSL VPN client license - this service provides SSL (Secure Socket Layer) encryption from a PC or laptop to your enterprise CPE (Customer Premise Equipment). 2.2 Add Managed IP VPN Service If you are currently an IP VPN customer, your business needs may grow to require a stringent customer support SLA or higher levels of secure encryption. To add Managed IP VPN service, please contact your TWCBC Account Executive or TWCBC Customer Service. 2.3 Higher Capacity Tier of IP VPN & Managed IP VPN As your business grows, your need for more IP VPN tunnels to securely communicate with more sites may also grow. To increase the bandwidth capacity of your IP VPN or Managed IP VPN service to a higher capacity tier, please contact your TWCBC Account Executive or TWCBC Customer Service. 2.4 Data Network Access Bandwidth Tier Upgrades In addition to growing the capacity of your IP VPN & Managed IP VPN service, you may also want to flexibly grow your data network access capacity to higher data speeds. To upgrade to a new data network access bandwidth tier, please contact your TWCBC Account Executive or TWCBC Customer Service. 2.5 Managed Security Services TWCBC offers Managed Security Services, which complement the protection offered by IP VPN & Managed IP VPN service. Managed Security Services provide a comprehensive suite of security services, combining firewall, anti-virus, anti-spyware tools, content filtering, and reports, to help prevent outsiders from accessing protected data. 5

6 3. How to Contact TWCBC Customer Service 1. Click on the following link: 6

7 2. In the box, What s available in my area? enter your zip code. Click GO. 3. On the web page which appears, scroll down to the box titled Contact Us. 7

8 4. Select preferred option to contact TWCBC Customer Service: a. Call the phone number provided for your region b. Click on Click to Chat c. Click on Us 8

9 4. How to Use the Customer Portal 4.1 How to Access the Customer Portal 1. To log onto the Time Warner Cable Business Class IP VPN & Managed IP VPN customer portal, click on the following link: 2. The Login Form is on the right panel of the page. 3. On the Login Form, enter your Username and Password. a. After logging in with your credentials, your User Menu will update on the left, and you will be presented with the options relevant to your account. 9

10 4.2 How to Change your Password 1. Log on to your customer portal as described in the previous section. Scroll to the User Menu on the left hand side of the screen. 2. Click on Your Details, under the User Menu. 3. The Edit Your Details form will appear. 4. In the Password field, type your new password. 5. In the Verify Password field, re-type your new password. 6. Verify Your Display Name. To optionally change it, enter a new display name in the text box. 7. Verify your Address. To optionally change it, enter a new address in the text box. 8. After completing all changes, click on the Update button. 10

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12 4.3 How to Access Downloads 1. Click on Downloads, under the Main Menu. 12

13 2. The Downloads page will display the available subfolders. 3. Click on a subfolder for a display of the documents or software available. 4. Click on a document to view the contents or to download it. 13

14 4.4 Frequently Asked Questions (FAQ) 1. To access the FAQs, click on FAQ, under the Main Menu. 2. The FAQ page will display the Frequently Asked Questions subfolders. 3. Click on Virtual Private Networks (VPN) to view FAQs about VPNs. 14

15 5. How to Create Tickets on the Customer Portal The Support Helpdesk page on the customer portal enables you to create tickets and to submit them to technical support. 5.1 Support Helpdesk Overview The Support Helpdesk feature of your customer portal enables you: Request a change to your current IP VPN configuration. Requests may include: o Request a new site-to-site IP VPN tunnel (within the capacity of your current service tier) o Change a policy which governs your IP VPN tunnels o Change IP Addresses for your IP VPN tunnels o Reassign a Mobile IP VPN client license to a different employee Customers may optionally designate a support ticket as an Emergency Policy Change. Please refer to the IP VPN and Managed IP VPN Ticket Priority Documentation.pdf, under Main Menu -> Downloads section. Report a problem with your service. Different levels of outages may occur. Please refer to the IP VPN and Managed IP VPN Ticket Priority Documentation.pdf, under Main Menu -> Downloads section. Alternatively, you may contact TWCBC Customer Service to report a problem. Please refer to the section, How to Contact TWCBC Customer Service in this guide. Check on the status of your Support Tickets. If you are seeking to purchase an upgrade to a higher capacity tier of service, or to purchase more Mobile IP VPN client licenses, please contact your TWCBC Account Executive or TWCBC Customer Service. 15

16 5.2 How to Open a Support Ticket 1. Log on to your customer portal, as explained in the section, How to Access the Customer Portal. 2. Click on Support Ticket, under the User Menu. 3. The Support Helpdesk will display on the right panel of the page. 16

17 4. Click on Submit a Ticket. 5. The Submit a Ticket form will display on the right hand side of the page. 6. Enter a brief description of the request in the Subject field. 7. Enter specific details about the request or the problem in the Message text box. 8. The Department drop down cannot be changed and should reflect the geographic region in which you reside. 9. Select the priority from the Priority drop down menu. Please refer to the IP VPN and Managed IP VPN Ticket Priority Documentation.pdf, under Main Menu -> Downloads section. 17

18 10. To attach a file which provides additional details to help fulfill a request or to troubleshoot an issue: a. In the Description field, enter a brief description of the contents of the file you are uploading. b. In the File field, use the browse button to locate files on your local PC s hard drive which may be relevant to your support request. 11. Click the Submit button to send your request to the technical support team for resolution. 12. Once a ticket has been submitted you will receive an that the ticket has been received by technical support. 5.3 How to Request the Status of Ticket There are two ways to check the current status of a ticket: Use the link contained in the . This link will always take you to the ticket details for your ticket. Use the customer portal to navigate to the ticket. To check the status of a ticket from the customer portal: 1. Log on to your customer portal, as explained in the section, How to Access the Customer Portal. 2. Click on Support Ticket, under the User Menu. 18

19 3. The Support Helpdesk will display on the right panel of the page. 4. Click on Ticket Status. 5. In the Ticket Status section: a. In the field: Enter your address. b. In the Ticket Key field: Enter a ticket key for any of your tickets. c. Click on the Submit button. d. Your ticket status will be sent to your address. 6. If you have forgotten your ticket key, fill out the Forgot Key section: a. In the field: Enter your address. b. Click on the Submit button. c. A list of your created tickets along with their keys will be sent to your address. 19

20 5.4 How to View the Status of a Ticket 1. You will receive an with the information needed to display your ticket status. The key provides a password into your ticket list. a. Check the Remember Me checkbox to avoid needing to enter this information in the future. b. Enter the information. c. Click the Submit button. 2. You will be presented with a ticket list as shown: 20

21 3. Click on a ticket number to view the entire ticket including: a. Any updates made by technical support staff or by you. b. The top of the ticket shows details including update times and current status. c. In the ticket details view, you can also post updates to the ticket. 4. You may add a reply to the ticket, and optionally attach files. 5. Click the Reply button. a. The updates will be added to the end of the ticket where they can be viewed by you and by technical support. 21

22 5.5 How to Close a Ticket 1. View the status of the ticket as described above: 2. To close the ticket, click on the close button provided in the upper right hand corner of the form. 3. You will be presented with the following confirmation box: 4. Enter in the text box the reason for closing the ticket. 5. Click the OK button. 6. You will be returned to the ticket list. a. The recently closed ticket will display a closed status on the right. b. Once a ticket has been closed by either you or by technical support the ticket can be reopened at any time by opening the ticket from the ticket list and using the Post Reply button. The ticket status will then be changed back to open and added back to the queue for technical support to address. 22

23 6. How to View Reports on the Customer Portal The reports pages enable you to check on the status of the SonicWall Customer Premise Equipment (CPE). Additionally, customers with Managed IP VPN service can view current status of the VPN tunnels and generate usage reports. 6.1 Customer Premise Equipment Reports 1. Log on to your customer portal as explained in the section, How to Access the Customer Portal. 2. Click on Sonicwall Reporting under the User Menu. 3. If prompted to do so, enter your login and password on the screen which appears. 23

24 4. Click on Reports tab to the right of the User Menu. 5. The Custom Report page will appear. For a complete description of customizing reports, and for additional details on the Managed IP VPN Status Reports, please refer to the guide on the customer portal, under Main Menu -> Downloads section, SonicWALL_Reporting_Guide.pdf. 24

25 6. In the Reports tab, click on the arrow by Status. 7. Status will to expand show available status lists. 25

26 8. Click on Up-Time Summary to view the CPE (Firewall) Up Status Summary report by hour of day. (Please note that for both VPN and Managed Security Services products, the SonicWall reports label the CPE as Firewall.) 26

27 9. Click on Up-Time Over Time to view the CPE (Firewall) Up Status report by day. 27

28 6.2 Managed IP VPN Usage Reports For customers with Managed IP VPN service, reports are available for viewing Managed IP VPN Usage. 1. In the Reports tab, click on the arrow by VPN Usage. 2. VPN Usage will expand to show available reports list. 28

29 3. Click on Summary to view the VPN Usage Summary report. 4. Click on Top Users to view the Top Users of VPN report. 29

30 5. Click on Over Time to view the VPN Activity report. 6. Click on Top Users Over Time to view the Top Users of VPN report. 30

31 7. Click on By Policy to view the Top VPN Policies report. 31

32 8. Click on By Policy Over Time to view the Top VPN Policies report expanded over selected time interval. 32

33 9. Click on By Policy Hourly to view the Top VPN Policies By Hour report. 33

34 10. Click on By Service to view the Summary of Services Over VPN report. 34

35 6.3 Managed IP VPN Monitoring For customers with Managed IP VPN service, you can also view the current status of your Managed IP VPN tunnels. 1. Log on to your customer portal as explained in the section, How to Access the Customer Portal. 2. Click on Sonicwall Reporting under the User Menu. 3. If prompted to do so, enter your login and password on the screen which appears. 35

36 4. The VPN status page will appear. 5. In the Policies tab, click on the VPN down arrow and highlight Monitor. (It may already be displayed). 6. The Display Options will be shown on the right hand panel of the page. 7. In the drop down menu, select which tunnels to monitor: a. Show All Tunnels b. Show Up Tunnels c. Show Down Tunnels 36

37 8. Click on check boxes of tunnels which you wish to monitor (or check the Select All Tunnels check box), if not already checked: 9. Select any options which you wish to modify, and follow instructions given in corresponding subsections below: a. Synchronize Tunnel Status Information b. Refresh Selected Tunnel Statistics c. View Selected Tunnel Statistics d. Renegotiate Selected Tunnels How to Modify Monitor Options for Synchronize Tunnel Status Information 1. After navigating to the VPN Monitor page, per instructions above: 2. Click on Synchronize Tunnel Status Information. 37

38 3. A popup window Modify Task Description and Schedule will appear. 4. To modify default schedule, click on arrow by Schedule. 5. The Schedule area will be expanded. 6. Select the desired modifications. 7. Click on Accept. 8. The new schedule will take effect for Synchronize Tunnel Status Information How to Modify Monitor Options for Refresh Selected Tunnel Statistics 1. After navigating to the VPN Monitor page, per instructions above: 38

39 2. Click on Refresh Selected Tunnel Statistics be sure that to check the boxes of tunnels which you wish to monitor (or check the Select All Tunnels check box). 3. A popup window Modify Task Description and Schedule will appear. 39

40 4. To modify default schedule, click on arrow by Schedule. 5. The Schedule area will be expanded. 6. Select the desired modifications. 7. Click on Accept. 8. The new schedule will take effect for Refresh Selected Tunnel Statistics How to Modify Monitor Options for View Selected Tunnel Statistics 1. After navigating to the VPN Monitor page, per instructions above: 2. Click on View Selected Tunnel Statistics be sure that to check the boxes of tunnels which you wish to monitor (or check the Select All Tunnels check box). 40

41 3. A popup window VPN Tunnel Statistics will appear. 4. View the data. 5. Close the popup window by clicking on the [X] in the right hand corner How to Modify Monitor Options for Renegotiate Selected Tunnels 1. After navigating to the VPN Monitor page, per instructions above: 41

42 2. Click on Renegotiate Selected Tunnels be sure that to check the boxes of tunnels which you wish to monitor (or check the Select All Tunnels check box). 3. A popup window Modify Task Description and Schedule will appear. 4. To modify default schedule, click on arrow by Schedule. 5. The Schedule area will be expanded. 6. Select the desired modifications. 7. Click on Accept. 8. The new schedule will take effect for Renegotiate Selected Tunnels. 42

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