Assistance Centre
The Assistance Centre was previously known as the Canadian Key Management System (CKMS) or STU-III Help Desk. The move to EKMS along with significant changes in the types of products and services offered by the CCF, resulted in the establishment of the CMAC.
The Assistance Centre services are available to provide real-time assistance during normal business hours. English and French language help is available for all cryptomaterial management and COMSEC control issues. An assistance centre software is used to manage problem reports and troubleshooting hints.
The Assistance Centre staff are proficient in cryptomaterial management and EKMS operations, including knowledge of the Local Management Device (LMD), the Key Processor (KP), Local COMSEC Management Software (LCMS), the Data Transfer Device, STU-III and the CCF Message Server. It acts as the front door for client inquiries and resolves most problems during the first contact with the client. Some of the Assistance Centre responsibilities include:
- Providing readily available, on demand support on client use of cryptographic key material, cryptographic equipment and software;
- Providing troubleshooting assistance for cryptographic equipment, cryptographic keying material, LCMS and the CCF Message Server;
- Assisting clients in their transition to EKMS and integrating support mechanisms for new crypto systems;
- Facilitating cross-border equipment repairs ie. STU-III, KG's;
- Maintaining multiple databases for cryptomaterial management and providing information to clients upon request;
- Issuing the Privy Council Report on a quarterly basis; this report provides Ministerial level STU-III rekey activity information to GC COMSEC Custodians;
- Providing extended hours of coverage in times of crisis.