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Network Firewall

Learn about the UCSD Network Firewall service.

Network Firewall Service

The UCSD ITS Security office provides a managed network firewall service which allows departmental IT staff the ability to centrally manage network security for all systems within their units. The network firewall service supplements host-based firewalls enabled on the local computer. Check with your local IT support contact regarding access to the network firewall service. If you do not have local IT support, you can contact the IT Service Desk or send an email to firewall@ucsd.edu for support.

Firewall Service Level Agreement

Firewall requests are prioritized into the following categories:

  • Emergency – Outage affecting 10 or more customers.
  • Important – Time-sensitive requests.
  • Normal – Normal requests.
  • Engineering - Requests for new services or advanced requests.

Firewall Response Goals

Schedule Response Time Resolution Time

8 a.m. – 3 p.m.
Workdays

Emergency – 30 minutes

Important – 2 hours

Normal – 1 day

Engineering -1 day

Emergency – asap

Important – 1 day

Normal – 3 days

Engineering - 2 weeks

After Hours Emergency - 2 hours Emergency - 8 hours

Hours of operation are from 8 a.m. - 3 p.m. Firewall changes are generally not made after 3 p.m. to prevent unexpected issues from occurring outside of the normal workday. Requests for changes outside of normal hours can be accommodated if scheduled at least two days in advance of the planned downtime window.

All requests are treated as "normal" priority unless stated otherwise. Time-sensitive requests can be marked as "important," and should indicate the reason for the urgency and the requested timeframe for having the request completed. Emergency requests should be reported directly to the ITS Service Desk - 858-246-4357 / x6-Help.

Additional information on the network firewall service for a technical audience is available on the TechWiki.