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Network & Technology Services

IT Vendor remote support access policy

Overview 

This procedure outlines the process for providing secure access for remote vendors and/or service providers to premise installed system components. 

When Was This Policy Written? 

March 18, 2017 

When Was This Policy Updated? 

N/A 

Who Should Read This Procedure? 

WSC NATS staff 

Details 

All remote vendor support must be performed on encrypted sessions with appropriately secure ciphers. 

  • In cases where a service is a vendor managed service: 
    • Remote support is always available to the vendor and will be protected via an auditable login technology such as VPN 
    • Once VPN authenticated, remote support may be accomplished via virtual console, remote desktop, or similar tool as determined by platform and business need 
    • The vendor will have a dedicated account (or accounts) with access limited to facilitate only the business functions required under the service agreement 
  • In cases where the service is managed locally but a vendor may be asked to provide remote support for specific events: 
    • If auditable VPN authentication is practicable, NATS may, at their discretion use the above process as if the service is managed, or: 
    • Remote support is initiated by WSC staff by 
      • Enabling the vendor support account and/or 
      • Creating a remote support session 
    • Upon termination of the support engagement, WSC staff must: 
      • Ensure remote session has been terminated 
      • Disable the vendor support account 

Last Updated: 3/22/2017