- i.Public Internet Access – Used for Applications such as Portal and Self-Service.
- ii.Site-to-Site VPN – A pair of VPN routers is configured, shipped, monitored, and maintained by Ellucian to provide encrypted access for administrative Application interfaces; as a network path for integrations to on-campus services; or for direct access to Database instances for Client programmers. The Site-to-Site VPN will be configured with industry standard encryption protocols.
- b.Support administrative connectivity to the Cloud Environment from defined IP addresses or IP network subnets with the following protocols as appropriate: HTTP (for non-sensitive/non-protected data only); HTTPS; FTPS; SSH.
- c.Maintain at least 1Gb/sec bi-directional datacenter connectivity to the Public Internet with diverse providers and physical entrances.
- d.Maintain Internet firewalls to protect the Applications from unwanted and inappropriate access. Firewalls shall be configured with a default deny rule for inbound traffic.
11.2 Baseline Integrations – The following are included as part of the Hosting Services:
| Baseline Integrations |
| Function | Path | Protocols |
|---|
| Upload or Download Data | Internet, Site to Site VPN | Secure File Transfer |
| System Printing from ERP | Site to Site VPN | UNIX Print |
| Directory Authentication* | Site to Site VPN | Secure LDAP |
| Integrations through Ellucian's standard web services APIs | Internet, Site to Site VPN | HTTP/Secure HTTP |
*Authentication is based on Client's directory.
11.3 As it relates to any external interfaces/defined third party integration services as described herein, Client will:
- a.Submit any new interface or connectivity requirement requests to Ellucian in writing at least fourteen
- b.Provide Ellucian with a point-of-contact for communication of activities, planning and requests/requirements.
- days in advance.
- Managing Service Requests. Ellucian will deploy an Information Technology Service Management ("ITSM") tool capable of providing for Service Incident management, Service Request fulfillment, change management and knowledge management. Ellucian will adhere to internal change and incident management controls.
- 12.1 Ellucian will:
- a.Deploy a self-service web portal for the reporting of Service Incidents, Service Requests and change requests.
- b.Provide necessary training to Client's IT staff on the utilization and documentation of requests via the ITSM Self-Service Module.
- c.Provide a service desk with a U.S.-based toll-free phone number monitored on a 24x7x365 basis (including site holidays). Please note that the service desk does not provide end-user support for the Applications supported in this SOW.
- d.Escalate unresolved Service Incidents or Service Requests as designated in Ellucian's incident management process.
12.2 Client will provide Ellucian with current and updated contact information.