Information Technology Services
Information Technology Services

Firewall Management Service

ITS provides firewall management services by locating and operating the ITS standard firewall hardware, currently Cisco, in protected locations within the University.

Getting Started

Who Can Have It?

  • Departments and select organizations associated with the University.

Are There Any Costs?

How Do I Get It?

  • Contact ITS by calling 613.533.6666

Additional Information:


  • Network segmentation:
    • ITS can provide additional network segmentation within firewall networks to create additional security zone
    • Additional network segments come with additional configuration and support costs
  • SSL VPN Service:
    • SSL VPN Services are additional costs services that allow for clientless secure connection to services and hosts behind a firewall
    • SSL VPN Services must be tailored to the specific service being offered, and come with additional licensing and support costs

ITS will:

  • Provide initial consultation and design to determine requirements
  • Advise the Department Contact on baseline and optional rules
  • Provide implementation and transition services
  • Install, configure, and maintain firewall hardware and its prerequisite packages
  • Backup the configuration
  • Provide emergency service for hardware level failures during business hours (see Normal Service Availability Schedule in Service Agreement)
  • Emergency repair includes:
    • Coarse level diagnosis of problem to determine cause
    • Reboot hardware, etc. to resolve resource shortage or deadlock
    • Substitute locally available spare parts
    • Correct minor configuration errors, if applicable
    • Place repair calls with hardware suppliers
    • Respond to and resolve questions about, problems with, and requests for enhancements to the service from the Department Contact. (See Non-Emergency Enhancements in the Service Agreement for details)
    • Provide yearly reassessment of the firewall configuration and infrastructure to ensure the current deployment reflects policy and requirements
    • Provide analysis and reports of firewall log results (use, attack attempts blocked, summaries, etc.) as necessary

Departmental Responsibilities:

Each firewall request will include the name of a Department Contact who will be responsible for providing direct support to the department users.

The Department Contact will:

  • Adequately understand network protocols to specify departmental requirements for firewall rules clearly and accurately
  • Manage the department?s firewall requirements to ensure there are no conflicting firewall rule requests
  • Understand implications of access rules
  • Maintain knowledge of firewall host entries
  • Provide local application support if required
  • Provide timely notification for change requests


  • The targeted availability of this service is twenty-four hours a day, seven days a week (24x7).
  • Users of the service should expect occasional but infrequent service interruptions or slowdowns, both planned and unplanned.
  • Where it is necessary to schedule system maintenance that necessitates a service outage, ITS will do this outside of regular business hours whenever possible.
  • Please check the ITS Notification page for information about unplanned service outages.
  • Standard Hours of Operation

Service Level Objective

Please see the links below for Service Level Objectives:

Governing IT Policies

Users of this service are governed by the following policies, failure to comply may result, at a minimum, with suspension of service:

Help & Support

  • Contact the ITS Support Centre at 613.533.6666 during business hours or by filling out the online help form.