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

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Time Warner Cable Business Class

IP VPN & Managed IP VPN

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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 140-02 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.

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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

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3. How to Contact TWCBC Customer Service

1. Click on the following link:

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2. In the box, “What’s available in my area?” enter your zip code. Click GO.

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

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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: https://mss.twcbc.com/

2. The Login Form is on the right panel of the page.

3. On the Login Form, enter your Username and Password.

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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.

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4.3 How to Access Downloads

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2. The Downloads page will display the available subfolders.

3. Click on a subfolder for a display of the documents or software available.

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4.4 Frequently Asked Questions (FAQ)

1. To access the FAQs, click on FAQ, under the Main Menu.

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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.

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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.

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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

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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 email 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 email. 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”.

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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 Email field: Enter your email 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 email address.

6. If you have forgotten your ticket key, fill out the Forgot Key section: a. In the Email field: Enter your email address.

b. Click on the Submit button.

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5.4 How to View the Status of a Ticket

1. You will receive an email 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.

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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.

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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

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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.

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4. Click on Reports tab to the right of the User Menu.

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8. Click on Up-Time Summary to view the CPE (Firewall) Up Status Summary report by hour of

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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.

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3. Click on Summary to view the VPN Usage Summary report.

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5. Click on Over Time to view the VPN Activity report.

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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.

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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

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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

6.3.1 How to Modify Monitor Options for Synchronize Tunnel Status Information

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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.

6.3.2 How to Modify Monitor Options for Refresh Selected Tunnel Statistics

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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).

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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.

6.3.3 How to Modify Monitor Options for View Selected Tunnel Statistics

1. After navigating to the VPN Monitor page, per instructions above:

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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.

6.3.4 How to Modify Monitor Options for Renegotiate Selected Tunnels

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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.

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