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Section One - Support Communications and Connectivity Remote connectivity to the customer system is essential for the research, diagnosis and resolution of issues in a timely and efficient manner. This connectivity is also utilized during the upgrade process for new TriTech software versions and service packs. A primary and secondary method of connectivity is recommended to ensure the ability of TriTech to be able to connect to the customer system to provide critical support services. Connectivity options approved by TriTech are described in this section. A TnTech Approved Methods of Connectivity TriTech has approved VPN connectivity as the sole primary form of support connectivity for VisiCAD Command and VisiNet Systems deployed by TriTech. Each customer under a Software Maintenance and Support Agreement shall establish a dependable VPN form of access for TriTech use, by November 15, 2005. VPN, short for virtual private network, is a network that is constructed by using public telecommunications infrastructure to connect network nodes. For example, there are a number of systems that enable the creation of networks using the Internet as the medium for transporting data. These systems use encryption and other security mechanisms to ensure that only authorized users can access the network and that the data cannot be intercepted. Appendix A includes configuration information for setting up VPN access for remote support services. 1. Approved VPN Connectivity Methods and Clients TriTech has tested and approved two VPN clients for VPN connectivity. TriTech must be able to connect to the customer site using either: a) Microsoft PPTP (typically requires Microsoft VPN Server) b) Cisco VPN IPSec client (requires Cisco VPN enabled device, such as PIX firewall, router or dedicated VPN concentrator). The Cisco VPN enabled device allows the client to restrict access to the remote user to a specific series of computers or sub -net of the customer's network. TriTech recommends the use of these devices and prefers that TriTech's access be limited to the specific areas of the network where TriTech software components are in use. c) No other VPN Clients are approved for primary support of VisiCAD and VisiNet systems. TriTech recommends split -tunnel VPN connectivity to provide standard support for VisiCAD Command and VisiNet systems. While single -tunnel VPN Connectivity is configurable with the Cisco VPN solution, TriTech expresses caution to customers regarding its use due to significant delays in providing support for critical and high priority issues. The differences between single and split tunnel connectivity are summarized below. Regardless of tunnel choice, Customer VPN access must allow for multiple simultaneous connections from TriTech. Single Tunnel VPN Connectivity Single tunnel VPN connectivity can be summarized as restricting the connected computers to accessing only a single local area network at a time. In the framework of a customer Site Preparation and Support Connectivity Guide, V3.1 dated 8.12.2005 Page 4 of 13 TriTech Software Systems - Confidential & Proprietary