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RSA Two-Factor Authentication Service Level Agreement

Support Obligations

Your purchase of the RSA Two-Factor Authentication Service includes:

  • Two-factor authentication integration with a Cisco ASA firewall
  • Two-factor authentication integration with a Cisco IPSEC or SSL VPN Client
  • 24/7 Support
  • 24/7 ICMP Monitoring for hardware uptime

Deployment

When you purchase a RSA 130 appliance, Rackspace will provision the appliance, apply a base configuration, prepare the RADIUS server policies, import tokens, apply UPDATEs, and configure backups for the appliance.  We will then generate a support ticket to provide you with the status of the configuration and ask you to provide to Rackspace a shipping address for the token(s) you have purchased.  Once Rackspace receives the ticket response with your shipping address, Rackspace will ship the token(s) to that address.  Once you verify your receipt of the token(s) and confirm that necessary user accounts are correctly provisioned, Rackspace will provide login instructions to you to utilize the Two-factor VPN.  The standard Deployment Guarantee(s) do not apply to the RSA Two-Factor Authentication Service.

Hardware Support

Utilizing a high availability solution is strongly encouraged in order to maintain remote RSA Two-Factor Authentication in the event of a hardware failure.  If you do not purchase a high availability configuration, you acknowledge that you will be unable to utilize the RSA Two-Factor Authentication Service during the restore time in the event of a hardware failure which may result in an inability to connect to your system until restoration is completed or an alternative access method is implemented.  

If a RSA appliance fails, Rackspace will begin the replacement process and continue to UPDATE you on replacement progress via support tickets. The RSA restore process involves using a replacement appliance and applying a new base configuration in the Data Center. Once the base configuration is applied, Rackspace will replace the failed appliance and verify remote connectivity. Once connectivity is verified, our Support teams will begin the restoration process, which involves applying your specific configuration as originally identified during the deployment process described above.  Because this reconfiguration process varies with each environment, the 1-hour hardware replacement commitments do not apply to the RSA Two-Factor Authentication Service. 

Alternative Authentication Methods

In the event of a hardware failure, Rackspace Network Security may be able to provide an alternative to access the environment while the RSA appliance is being restored, such as a single-factor VPN or allowing specific IP addresses to access the environment via Firewall Access-lists.  Every Customer’s configuration is different, so please contact your Account Manager for more details about which options may be available to you.   

Disclaimer

The RSA Two-Factor Authentication Service is one component of an overall security solution, and Rackspace makes no representation or warranty whatsoever that your utilization of the RSA Two-Factor Authentication Service will completely secure or mitigate threats to your Hosted System.  Rackspace’s support obligations described in these terms are its sole and exclusive obligations regarding the RSA Two-Factor Authentication Service.