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How do I commence an internal scan?

d611160 — Tue, 03 May 2016 03:53:24 GMT

Question

How do I commence an internal scan?

Answer

If you have selected an Internal Scan, a virtual scanner or hardware device (depending on what you have selected) will be downloaded or shipped to your nominated address.

You will need to configure your internal network to allow scans of your nominated assets to take place (ie. configuring firewalls) and to enable your scanner to have access to the Internet to communicate with the Qualys platform.

How do I commence an external scan?

d611160 — Tue, 03 May 2016 03:52:31 GMT

Question

How do I commence an external scan?

Answer

Before you start an external scan, you must first know you can only scan assets that are owned by or assigned to you (or your related entities) and that you’re authorised in writing to scan.

You can use the Qualys platform to set up your scan, as well as adjust the frequency of scans to your requirements. To do this, you will need to identify the IP addresses and web applications (network assets) that you wish to scan.

Once you have conducted your scan, a report of the scan will be available for your review and download on the Qualys platform. If you would like any assistance with addressing vulnerabilities identified in your scan, please contact a Telstra Security Consultant on 1800 220 849.

As some scans may expose vulnerabilities already in your system which could lead to data loss or corruption, we strongly recommend you back up all data in and on devices connected to your nominated network assets before conducting scans.

What Vulnerability Services support is available to me?

d611160 — Tue, 03 May 2016 03:51:21 GMT

Question

What Vulnerability Services support is available to me?

Answer

There are a number of support services available to you as a Vulnerability Services customer.

If you are experiencing a fault, please log your fault via the Telstra Security Services Portal. This will ensure that the fault is assigned to one of our Security Experts to manage.
For fault support you can contact Qualys Support directly on 1800 233 647 or via email support@qualys.com.
For sales support or modifications to your existing Vulnerability Scanning Service you can contact your Sales Representative, Account Executive, Customer Project Manager or 1300 835 787

For a quote on Professional Installation or configuration of hardware or virtual scanners by our Security Consultants, contact your Account Executive or call 1300 835 787

How do I make changes to my Managed Security Services?

d611160 — Tue, 03 May 2016 03:46:11 GMT

Question

How do I make changes to my Managed Security Services?

Answer

To make a change to your Managed Security Services, you need to raise a Policy Change Request through the Telstra Security Services Portal. This method ensures expedient and error free handling of your request as information is entered directly into our ticketing system.

After acknowledging a change request, your security policy change will be assigned to a Telstra Security Operations Centre Analyst for validation and implementation. If there are any problems with the change request, or additional information is needed for implementation, you will be contacted according to the terms of your SLA.

Once the change request has been validated, it will be queued for implementation. All change request implementations will be attempted according to the terms of your SLA.

How do I access the Telstra Security Services Portal?

d611160 — Tue, 03 May 2016 03:45:06 GMT

Question

How do I access the Telstra Security Services Portal?

Answer

You can access the Telstra Security Services Portal by visiting https://security.telstra.com/dana-na/auth/url_0/welcome.cgi

To log in you will need to:

Obtain the username supplied to you when your service was activated, and type it in the “Username” field.
Obtain the token code from the token that has been supplied to you.
Obtain the PIN supplied to you, and type in both PIN+Tokencode into the “PIN+Tokencode” field.

What is the Telstra Security Services Portal?

d611160 — Tue, 03 May 2016 03:44:09 GMT

Question

What is the Telstra Security Services Portal?

Answer

The Telstra Security Services Portal provides a secure web connection to the Telstra Security Operations Centre. The Telstra Security Services Portal enables access to a range of Managed Security Services resources, including:

Security event logs
Firewall and Intrusion Protection Reports, including statistics and graphs
Custom query capabilities
Trouble ticket submission (for online SOC requests)
Policy change requests
A user’s guide for the web site

As part of your Service activation process you will receive a username, security PIN and token for each named user in your company.

Who should I contact when I need support for my Managed Security Services?

d611160 — Tue, 03 May 2016 03:42:00 GMT

Question

Who should I contact when I need support for my Managed Security Services?

Answer

If there is an issue or question related to your Managed Security Service, the authorized contact from your organization can contact the Telstra Help Desk for support. There are two ways your company’s authorized contact can request support:

Login to the Telstra Security Services Portal and make a request for a change or report a problem. This is the preferred option for you to log your request.
Alternatively you can call Telstra:

Call Telstra Security Operations Centre on 1800 220 849 (For security related problems).
Call Telstra Help Desk on 1800 815 851 (Reset security PIN, replace lost or faulty token).

Who do I contact if I have any general enquiries about my Denial of Service Protection Service?

d611160 — Tue, 03 May 2016 03:38:43 GMT

Question

Who do I contact if I have any general enquiries about my Denial of Service Protection Service?

Answer

For general service enquiries, authorised Representatives can contact the Telstra Internet Direct Service Desk on 1800 066 594.

Alternatively you can direct your enquiries to your Telstra Account Executive.

What do I need to do if I want to make changes to my Denial of Service Protection Service?

d611160 — Tue, 03 May 2016 03:37:44 GMT

Question

What do I need to do if I want to make changes to my Denial of Service Protection Service?

Answer

Minor configuration updates and changes to your contact details can be made by submitting the Denial of Service Protection Change Request form.

Please contact your Telstra Account Team to raise the Change Request.

If you don’t know how to contact your account team, please call 1300 835 787 (Mon – Fri, 9am-5pm).

How do I check my Denial of Service Protection activity information or view previous alerts?

d611160 — Mon, 09 May 2016 22:58:06 GMT

Question

How I do check my Denial of Service Protection activity information or view previous alerts?

Answer

Details on your Denial of Service Protection service and what activity has been reported can be viewed on the Denial of Service Protection Customer Portal at https://ar-portal.telstra.net/

Who do I contact if I have an incident enquiry or need to report a fault?

d611160 — Tue, 03 May 2016 03:28:33 GMT

Question

Who do I contact if I have an incident enquiry or need to report a fault?

Answer

All queries relating to attack incidents, service faults, or other assistance with your Denial of Service Protection Service must be directed to the Telstra Security Operations Centre. The Telstra Service Desk contact details are as follows:

Within Australia: 1800 220 849
Outside Australia: +61 2 6129 4688

On contacting the Telstra Service Desk you must identify yourself as a Telstra Denial of Service Protection customer, quoting your customer reference number and outline the nature of the fault. The Telstra Service Desk will provide a Docket Number, which should be noted for any status queries.

How do I access the Denial of Service Protection Customer Portal?

d611160 — Tue, 03 May 2016 03:29:14 GMT

Question

How do I access the Denial of Service Protection Customer Portal?

Answer

You can access the Denial of Service Protection Customer portal at the following URL: https://ar-portal.telstra.net/

You need to use your username, password and SecureID Token to access the portal.

How long does it take for my Denial of Service Protection baseline to be established?

d611160 — Tue, 03 May 2016 03:20:22 GMT

Question

How long does it take for my Denial of Service Protection baseline to be established?

Answer

Baselines are established from the day of activation. After 4 weeks the baseline will be refined and your Denial of Service Protection will be further improved. You may be contacted during the baselining phase to enable us to ensure that the baseline is as relevant as possible.