Help Desk SecurID Support Policy

UPS Help Desk – SecurID RSA Token Support Policy


Purpose

The UPS Help Desk provides technical support for all UPS employees, vendors and contractors. The purpose of this Policy is to describe the basic level of service that will be guaranteed by the UPS Help Desk in support of SecurID’s and RSA Tokens. It is also the purpose of this policy to identify and delineate the limits of the UPS Help Desk’s capabilities and what will not be supported.

“UPS Help Desk support” is defined as any query made by an end user to the UPS Help Desk regarding any failures, problems, issues, questions, and other matters relating to the operation and continuity of a UPS SecurID, RSA Token (Hardware and Software), Two-Factor Authentication and/or Remote Access.



Policy

The UPS Help Desk will not have visibility to, nor will they be able to validate a user’s identity via Challenge Questions and Answers. This is to ensure the confidentiality of a user’s Challenge Questions and Answers.

All users contacting the UPS Help Desk for support of a SecurID or RSA Token specific to that user’s account will be instructed to utilize Self Service. Self Service includes, but is not limited to the following:

Activating a New Token; Replacing a Token; Testing a Token; Changing/Setting a PIN; Resyncing a Token; Setting a Token to Lost or Broken Mode; Getting an Emergency Code (Temp Passcode)

It is the responsibility of the user to know and maintain their Challenge Questions and Answers.


UPS Help Desk Role

1. SecurID/RSA Token Support:

A. The UPS Help Desk will provide direction to the end user on how to perform the following tasks:

  • i. Request a New SecurID via APRS

  • ii. Delete an Existing SecurID via APRS

  • iii. Update SecurID Account Access via APRS

  • iv. Update a Vendor/Contractor “SecurID Access” Suspension Date (Remote Access) via APRS

  • v. Login to Self Service

  • vi. Activate a New Token via Self Service

  • vii. Replace a Token via Self Service

  • viii. Test Token via Self Service

  • ix. Change PIN via Self Service

  • x. Resync Token via Self Service

  • xi. Set Token to Lost or Broken

  • xii. Get Emergency Code (Temp Passcode) via Self Service

  • xiii. Update Challenge Questions and Answers via the Employee Portal (UPSers.com) – UPS Employees Only

  • xiv. Update Challenge Questions and Answers via APRS – Vendor/Contractor Only

Note: This policy statement excludes the support of employees’ personal equipment, peripherals, software, and services. The UPS Help Desk will not support a user's home or personal internet connection whether via LAN; WAN; wireless, or WIFI. If user is having issues with their personal connection, they will have to troubleshoot this on their own.


B. The UPS Help Desk will not perform the following tasks for the user:

  • i. Assign a token

  • ii. Activate a new token

  • iii. Replace a Token

  • iv. Test Token

  • v. Change PIN

  • vi. Resync Token

  • vii. Set Token to Lost or Broken and get Temp Passcode

  • viii. Clear Lost Mode