Password Self Service - Service Description

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1 Version: 1.0 Status: Final Date Prepared: 21/02/2103 Prepared By: Tom Eggleston

2 Revision History Version Date of Revisions /02/2013 Initial Draft /02/2013 Release Reviewer Record Version Date Reviewers Name Contacts Name Contact Number / Address Role Tom Eggleston Tom.eggleston@salfordsofware.co.uk Head of Managed Services and Support Password Self - Service v22 I

3 TABLE OF CONTENTS 1 PASSWORD SELF SERVICE - SERVICE DESCRIPTION Introduction Password Self Service Overview Pricing Usage Reporting On-boarding Process Off-boarding Process Support Product Roadmap Performance Backup ABOUT SALFORD SOFTWARE... 6 Password Self - Service v22 II

4 1 PASSWORD SELF SERVICE - SERVICE DESCRIPTION 1.1 Introduction Salford Software s Password Self Service is a cloud based utility providing password reset facility via mobile phone. It is a cloud based service which is offered on a Software as a Service basis. Salford Software offers an innovative Pay-as-you-Go payment model for this service. Alternatively, a per user pricing model is also available upon request. 1.2 Password Self Service Overview One of the biggest issues facing organisations today is the loss of productivity that occurs when a user forgets their password. This invariably leads to a service desk call being opened and the user being unable to access the network and services until such time as the service desk reset the password and advise the user of the new password. In an ideal world no user would forget their password but this is obviously not something that will happen in real life. A method of getting around this issue is to allow the user to reset their own password. There are a number of different methods for achieving this, most of which rely on a question and answer session allowing the user to prove to the system that they are who they say they are. The Salford Software system is slightly different. By integrating directly with the organisations Active Directory the system can use information stored within the directory to identify the user. It then sends a pass code (a One Time Password) to the user using either their mobile phone; through SMS; or to a personal address. This code is then used as final proof of identity before the user can set a new password directly against the directory service. This means that there are no questions to answer as part of an enrolment process, rather information is added that may have been part of the normal provisioning process. Connectivity to the Password Self Service application can be provided from any web browser; Smartphone, Tablet, Slate, Desktop PC; and uses a simple user interface to interact with the user. Password Self - Service v22 1

5 After signing with their User ID; and optionally being asked to provide a form of Captcha ; the user can be asked for an additional piece of information such as job title or employee number before being asked to confirm the last 4 digits of their mobile phone number or the local part of their personal address. The local part of an address is defined as the element before sign. Once the confirmation is received a message is sent to either the mobile phone or to the user s personal account. Password Self - Service v22 2

6 This message includes the OTP which the web site is then waiting for. After entering this to the service the user is asked for a new password and this is written directly to the directory service, allowing the user to log in directly. 1.3 Pricing Option 1 Pay as you Go Password Resets Price per reset There is an initial price for the initial provisioning of the service for an organisation. Once configured each password reset is changed using the following table. 1-5,000 5,001-10,000 10,001-15,000 15,001-25,000 25,001-50,000 50, ,000 Above 100, Initial provisioning of the service: 1,000 The price of each password reset is between 8p and 20p depending on the number of resets completed over the year. As the number of resets increases over time the price per reset will reduce. Minimum contract length is one year Option 2 Per User There is an initial price for the provisioning of the service for an organisation. Once configured, the service is charged on a user/year basis as per the following table: Maximum Users Price / user / year Password Resets (Total users) x , (Total users) x 3 10,001 15, (Total users) x 3 15,001 20, (Total users) x 3 20,001 25, (Total users) x 3 Password Self - Service v22 3

7 25, , (Total users) x 3 30, , (Total users) x 3 35,001 40, (Total users) x 3 40,001 45, (Total users) x 3 45,001 50, (Total users) x 3 50, (Total users) x 3 Initial provisioning of the service: 1,000 If the maximum number of password resets is reached within a contract year, payment reverts to Option 1 Pay As You Go) (see above) at the Above 100,000 pricing breakpoint i.e / reset. Minimum contract length is one year. 1.4 Usage Reporting A monthly usage report will be produced which will list details of all password resets during the previous month. The following information will be recorded for each transaction: - Date - Time - address of user Salford Software will invoice monthly in arrears in accordance with the usage report. 1.5 On-boarding Process The use of Password Self Service requires identification of attributes in the directory that can be used as authentication information and the correct location of the user s mobile number (used for SMS) and their personal address (used for validation). Access to the directory service on the customer site is required with an account that has rights to reset passwords. No data migration is required to use this service. From receipt of the order to provision of the service is very rapid. The customer will have to open up access to the directory service and provide the relevant ID and Password details for the service to operate. Once complete the system can be configured within a working day. 1.6 Off-boarding Process As there is no data to be migrated in to the service there is no data to be transferred out of the service. The account used within the directory for the password reset should be disabled or removed at the closure of the service. 1.7 Support Unlimited support is available for the service. This can be gained by contacting support@salfordsoftware.co.uk. Telephone support is available to registered customers. Details of the support lines will be provided at the start of the contract. Support for the usage of the Password Self Service is included within the service. Support is limited to the operation of the PSS web site and its connectivity to the directory service and SMTP gateways. Issues with the customer directory are out of scope for the support. 1.8 Product Roadmap Salford Software has a robust product strategy including production of roadmaps for the product set. These are available on-line. Password Self - Service v22 4

8 1.9 Performance The PSS system is designed to be available 24 hours each day, 365 days per year. Outbound messages are sent out within 1 second of requests being received and passwords are reset within the customer directory within 1 second. There is no guarantee on the availability of the directory service or other, external, connectivity systems Backup The system is backed by a 99.95% SLA within the data centre. A secondary service is provided in the event of a system failure to ensure the service is readily available. In the event of a disaster occurring within the customer organisation the service can be mapped to a new location for the directory within an hour of the disaster being advised. Password Self - Service v22 5

9 2 ABOUT SALFORD SOFTWARE Established in 1988, Salford Software is a commercial organisation wholly owned by the University of Salford, based in Manchester. Salford Software has a core specialism in Identity and Access Management solutions, having deployed over 200 Identity Management solutions, into customers across the corporate, government, NHS, academia and education sectors. Our technical team are skilled in understanding our customers business drivers, and match the most appropriate technology for the requirement, whether this is based upon the Microsoft, NetIQ or open source Identity and Access Management solutions. Salford Software provides a full service portfolio, from consultancy through to technical support and full managed service. We also give you the choice to deploy solutions onpremise or in private or public cloud scenarios. Having achieved the necessary requirements, Salford Software holds the following vendor accreditations: Additionally, Salford Software is ISO27001 accredited, is a corporate member of UCISA and has a connection to the NHS network, N3: Password Self - Service v22 6