VPN Tech Help

Users Who Belong to a Department or School

• Any user who belongs to a department or school must contact his or her LAN manager for assistance. Please note that if your school does not provide support for students, ITS does not provide first-level support for these individuals.
• If a user who belongs to a department or school contacts the helpdesk, the helpdesk should help her identify her LAN manager, rather than provide direct support.

Escalation Support for LAN Managers

The LAN manager must first attempt to support the user. If additional assistance is required, LAN managers only may use the following resources. Please use these group resources rather than individuals you may know who support these technologies.

• VPN: send an escalation request to vpn@uth.tmc.edu
• Digital IDs: for assistance with revocation, challenge phrase resets, or similar tasks, please send an escalation request to lraas@uth.tmc.edu. If the LRAA group is unsure about how to handle a request, a group member should send an escalation request to did@uth.tmc.edu or contact Verisign PKI support.
• Digital IDs: for assistance with signing and encrypting e-mail, please escalate the request to your normal e-mail administrator.
• For digital ID problems that are not LRAA-related or e-mail-related, you may escalate the request to the digital ID request directly.

Users Supported By IT Network Services

• This group includes A&F, DB, General Admin, PBS, and HCPC, must call the help desk first and open a trouble ticket.
• If the helpdesk is unable to resolve the problem, the support analyst will escalate the problem to an IS Network Services LAN manager.
• If the IS Network Services LAN manager is unable to resolve the problem, it should be escalated to the appropriate resource, as shown above.
• Important: IS Network Services does not provide support for home users. Therefore, for any problem that involves a home computer, the helpdesk analyst should explain to users that escalation support may not be available for his or her particular problem. However, the unsupported user may contact a third-party vendor for additional assistance. Please contact ITS for a list of resources.