State of California
California Government Enterprise Network
Policy
Owner: CGEN Governance Board Number:
CGEN-001
Issue Date: 05/11/2011
Revised: 05/11/2011
CGEN Device Access Policy
Background
The OTech Service Desk will facilitate communication between a customer and the appropriate vendor(s) for initial resolution of an incident. For those incidents when escalation to OTech is required, OTech Network staff need the ability to access all the network devices involved in the incident, using OTech’s standard tool suite. This is required to achieve resolution in an effective and timely manner.
Policy statement
CGEN customers must allow OTech Network staff read-only access to all CGEN devices. Depending on CGEN customer designs, ongoing pass-through access on customer managed network devices may be required to provide OTech access to CGEN devices.
OTech staff that support CGEN will comply with security policies and practices as defined and agreed upon between the customer and OTech.
References
As the CalNET contract manager, and owner of record for CGEN devices, OTech is responsible for Service Level Agreements and assuring customers receive appropriate support from the vendors. Access to these devices is necessary for OTech to perform this function.