Support Statement-Computing Services - Carnegie Mellon University

VPN End-User Support Statement for the Cisco VPN Client

Primary Support Contact

Your primary support contact for the Cisco AnyConnect VPN client is the provider of the service that requires you to use VPN. For example, if you are required to use the Cisco AnyConnect VPN to access DecisionCast or other Administrative Systems services, you will need to contact Administrative Systems to resolve any problems you experience with the Cisco AnyConnect VPN Client.

Computing Services Support

Computing Services will help administrators to resolve issues that the administrators cannot resolve on their own. There are, however, restrictions to what problems Computing Services will attempt to resolve.

Computing Services will provide BEST EFFORT SUPPORT when trying to resolve problems encountered while a user is attempting to connect from an “off-campus” location, whether that location is at the user’s home or some other location, such as a hotel or place of business. For the purposes of this support statement, a location is considered to be “off-campus” if the network is not maintained by Computing Services. The configurations for using VPN with different Internet Service Providers and local networks are simply too vast for Computing Services to successfully support all "off-campus" connections.

If you have any questions about this support statement, please contact the Help Center at If you have questions regarding the support of VPN for a specific service, please contact the administrator responsible for that service.

Related Documentation

Last Updated: 3/30/11