Overview

SEO Firewall manages most of the general purpose network firewall rules for servers hosted in DoIT's data centers using Palo Alto Panorama.

SEO Firewall also manages the host-based firewall rules for servers managed by Solutions Engineering's SE-Linux and SE-Windows teams. Host-based firewall changes not made by the SEO Firewall Team on SE-managed servers will eventually be removed by SE's server management tools.

All firewall requests should be submitted using the Data Center Firewall Request Form and are tracked in WiscIT.

Firewall requests are processed within three business days of firewall request form submission.

Standard Requests

The SEO Firewall Team is staffed during standard University business hours, Monday - Friday 7:45am - 4:30pm.

All firewall requests should be submitted using the Data Center Firewall Request Form at https://platform.doit.wisc.edu/firewall/.

To contact the SEO Firewall Team with a consultation or troubleshooting request, email seo-firewall@doit.wisc.edu.

Firewall requests are processed within three business days of firewall request form submission.

Expedited Requests

If a standard request needs an expedited turnaround, customers should email seo-firewall@doit.wisc.edu and copy the SEO Firewall lead, jonathan.may@wisc.edu, and CSE manager, steve.tanner@wisc.edu. 

Incident Response

If a customer is experiencing a incident with outage and needs an immediate response, they should contact DoIT's Systems and Network Control Center (SNCC). The SNCC is staffed 24x7 and is able to engage technologists during business-hours and also after-hours. While there is no formal on-call rotation for the SEO-Firewall team, the SNCC might be able to reach a member of the SEO Firewall Team that is part of another on-call rotation.

After-hours support

The SEO Firewall Team is staffed during standard University business hours, Monday - Friday 7:45am - 4:30pm. To schedule work outside of these hours, email seo-firewall@doit.wisc.edu and copy the SEO Firewall lead, jonathan.may@wisc.edu, and CSE manager, steve.tanner@wisc.edu.

The SEO Firewall Team does not have on-call support for responding to after-hours incidents. While there is no formal on-call rotation for the SEO-Firewall team, the SNCC might be able to reach a member of the SEO Firewall Team that is part of another on-call rotation.

References

• Palo Alto: Firewall Log Viewing and Filtering
• DoIT Operational Framework - Section 4.0 - Incident Management
• Contacting Systems and Network Control Center (SNCC) 24x7 staff
• DoIT Outages Page
• SE Knowledge Base