Technical Support, Configuration Management & Certification Services are all Offered by Owl

Technical Support & Warranty

Configuration Management

Accreditation

Services Overview

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  • Accreditation Overview «

    Accreditation Overview

    Owl Computing recognizes that accreditation processes are of prime importance to our customers. Owl can share its expertise and experience with clients needing assistance in selecting best-of-breed, and in attaining the requisite accreditation for deployment and use.

     

    Owl assistance to customers facing accreditation challenges is primarily in the form of documentation; providing a full suite of documentation to support the accreditation process, starting with a CDS requirements document that captures functional and security objectives, and proceeding to details of technical implementation and operation.

     

    Owl CDS’s are easily accredited:

    • Owl Subject Matter Experts guide customer through the accreditation process

    • Owl high-quality documentation speeds CDS active deployments

    • High Level Design (which also serves as an executive overview document)

    • Low Level Design (which maps CDS security features to Security Controls)

    • Administration Manual (user guidance)

    • Configuration Management Plan (lifecycle support)

    • Training materials

     

    Owl recommends that all potential customers work closely with their local accreditation authorities in order to assure that all requirements are satisfied.

  • What is Accreditation «

    What is Accreditation?
    CDS solutions engineered by Owl Computing Technologies are used to support critical missions in Intelligence and Defense. These CDS systems must meet rigorous analysis and testing standards before they can be connected to critical networks. The Accreditation process refers to a suite of procedural safeguards, both technical and managerial, that are applied to the solution to assure an acceptable level of risk when the CDS is actually deployed within its operational environment.

    Accreditation and Certification are closely related, but are not the same. A CDS may be certified after testing by an independent laboratory, thus providing a body of evidence that the CDS performs as advertised. Once Certified, a CDS may or may not be Accredited for use in a specific operational environment, depending on the details of the environment and mission.

    Risk Decision Authority Criterion (RDAC), now at Version 2.2, provides the current method for deciding whether or not a particular CDS is granted Authority To Connect (ATC) at a particular site. CDS products from Owl Computing have already been granted ATC status in numerous Defense and Intelligence environments.

    We at Owl Computing recognize that accreditation processes for such systems are of prime importance to our customers. In order to help our customers with CDS accreditation processes, we offer a variety of forms of assistance.

    Owl recommends that all potential customers work closely with their local accreditation authorities in order to assure that all requirements are satisfied.

    Accreditation Processes are Changing
    Efforts by the Unified Cross Domain Management Office (UCDMO) have resulted in successful standardization of many CDS requirements, technical specifications, testing processes, and approval processes for operation and connectivity across all military and intelligence networks. Joint standard security controls for CDS systems supporting National Security are now reconciled under NIST SP 800.53 and CNSSI-1253 guidance documents.

    New standards imposed by the UCDMO have largely superseded previous accreditation processes and guidance documents. We cannot deny that the accreditation process, and the changes it is undergoing, may tax even the most resolute of organizations seeking such approvals. Owl Computing can, however, share its expertise and experience with clients needing assistance in selecting best-of-breed, and in attaining the requisite accreditation for deployment and use.

    UCDMO Baseline
    The UCDMO was formed to manage risks and benefits of various forms of CDS connectivity where risks accepted on one network are imposed on others. To foster maximal re-use of these systems across Defense and Intelligence communities, the UCDMO maintains a Cross Domain Baseline Inventory that comprises a CDS short list, numbering roughly twenty, that have been approved for use at one or more sites and are well documented.

    As of September 2010, Owl OCDS-FT01, formerly Owl 4.0 CDS, sponsored by DoDIIS, is on the UCDMO Baseline (version 3.5.0). Owl OCDS-FT01 is a modular non-site specific one-way file transfer solution. Other Owl solutions are under review by the UCDMO and likely to be listed in the near future, including a system supporting streaming video.

    Accreditations pre-approved by the UCDMO are considered straightforward; an adaptation process exists (though is not fully defined) for situations where a pre-approved solution partially satisfies, but does not completely satisfy, customer requirements. The UCDMO advises all organizations requiring a CDS solution to work closely with their local or branch Cross Domain Management Offices in order to assure that all requirements are satisfied.

    DualDiode® products from Owl Computing are engineered to support both the traditional point-to-point approach, and enterprise-scale deployment. The modular simplicity of DualDiode products, their bandwidth capacities, and the range of user data/information types they support, provide integration and scaling flexibility, while maintaining the highest levels of network security.

  • Accreditation Process Assistance «

    Accreditation Process Assistance

    While it is, in general, the customer's responsibility to manage deployment and use of CDS systems within their environments and in support of their missions, Owl Computing strives to assure that the systems we manufacture satisfy the full range of customer requirements for performance, security, reliability and documentation.

     

    Owl assistance to customers facing Accreditation challenges is primarily in the form of documentation. Owl provides a full suite of documentation to support the Accreditation process, starting with a CDS requirements document that captures functional and security objectives, and proceeding to details of technical implementation and operation.

     

    The document suite typically includes the following:

    • Customer Requirements (data types and performance requirements)

    • Security Objectives (security requirements for mitigating site-specific risks)

    • High Level Design (which also serves as an executive overview document)

    • Low Level Design (which maps CDS security features to RDAC components, elements, & facets)

    • Implementation Representation (deep technical detail, as required)

    • Administration Manual (user guidance)

    • Functional Test Report (QA testing)

    • Configuration Management Plan (Lifecycle support)

    • Software Installation (CDS Build) Manual

    • General User Interfacing Manual

    • Training materials

     

    For customers facing particularly thorny accreditation challenges, advanced assistance is available

    from Owl Computing under contractual agreement.

Accreditation «

Configuration Management «

PRODUCT SHEET

For those customers that recognize the benefits of having a testbed available for testing new features, patches, upgrades, restoring configurations and trouble-shooting, Owl offers a complete Configuration Management Service.  When customers enlist this service, Owl maintains an exact copy of their system at our facility.  This allows us to trouble-shoot issues, confirm configuration settings, prepare processes and procedures for upgrading Owl software & hardware, test third party software packages (drivers, filters, scanners, etc.), develop Factory Acceptance Tests and evaluate operating system changes.

 

All of these activities are performed on the replicated system hosted at Owl so that any incompatibilities or required documentation changes can be identified before they are implemented on the production system at the customer’s site. The configuration management service greatly improves the security and reliability of the system. This service offers faster resolution to technical issues and allows the testing of new configurations without impacting on-going operations, data flows or end-users.

Services «

Owl offers a comprehensive set of professional services to assist our customers throughout their life-cycle with us.

 

During pre-sales activities, we have sales engineers that work with potential customers to define their needs and help specify the appropriate configurations, throughput, interfaces and form factors to meet those needs.  At the deployment stage we provide installation and training services to ensure the system is running and the users know how to operate it. If the installation requires government Certification or Accreditation, Owl has extensive experience, knowledge and expertise in getting solutions through the evaluation process and receiving an ATO (Authorization to Operate). Once the system is installed and operational, we also offer Configuration Management services. This service provides customers with an off-site replication of their system and its run-time configuration.  Owl manages the replicated system and does testing of new features and releases (OS, hardware, software modules, etc.) on it before moving those changes on to the production system.  And of course we provide on-going Technical Support (phone & email) for the hardware and software components of a solution.

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Technical Support & Warranty «

Technical Support Services

Owl maintains a staff of qualified engineers to support our customers, including appropriate security clearance when necessary.

 

Customers with current support agreements or that have equipment still under warranty receive the following services:

• Version Upgrades – Owl makes all software upgrades, improvements and modifications available to customers under agreement

    (we also understand that some customers may be unable to upgrade due to mission or program constraints)

 

•Support Services – We provide a whole gamut of services for customers including answering questions, providing user support,

   technical troubleshooting, work-around assistance, installation and configuration advice, and software corrections for errors.

 

•Replacement of Equipment – Owl will exchange any unit determined to have a defect with a replacement unit and Owl pays for

   all the shipping.

 

•Single Point of Contact – Owl serves as the single point of contact for any third party software or hardware components incorporated

   into an Owl solution, assuring customers they only have to make “one call” for help and support on an Owl solution.

 

•Easy Access – customers can report issues 24x7x365 via phone, email or through our website.  Technicians are available to work

   on problems 8am – 5pm EST Monday-Friday (except holidays).

 

 

Product Warranty

Owl provides a no-charge 90 day warranty on both hardware and software. Longer term warranty and support options are made available to accommodate the product life-cycle and customer needs.

 

Training, Installation

Owl also offers on-site training and installation services for all our products and solutions.