Understanding OTP Delivery Methods and Infrastructure in Symantec VIP

Products

• VIP Service

Issue/Introduction

This article explains the available One-Time Password (OTP) delivery methods in Symantec VIP, including push notifications, SMS, and email. It also clarifies usage allocation, supported configurations, and infrastructure details.

Environment

 

• Symantec VIP Manager

• VIP Enterprise Gateway

 

Cause

Symantec VIP supports multiple OTP delivery methods to ensure secure user authentication. In scenarios where push notifications fail or are unavailable, alternative methods such as SMS or email OTP can be used. This article answers common questions regarding these delivery mechanisms and their configurations.

Resolution

Frequently Asked Questions

1. Is there a separate charge for using SMS OTP if push notifications fail?

Each VIP Manager tenant is allocated a specific amount of SMS OTP usage. The allocation and current usage details can be viewed under the Account tab in the VIP Manager console.

• Any usage beyond the allocated limit may require additional capacity, depending on your organization’s licensing agreement.

• There is no separate charge for using SMS OTP within the allocated usage limits.

 

2. Can email OTP be used instead of push notifications? Can we integrate our own email server?

Yes, email OTP can be used as an alternative authentication method. However:

• You cannot use your own organization’s email server.

• Email OTPs are sent through Symantec VIP’s email delivery infrastructure.

• There is no additional cost for using email OTP.

• Symantec VIP Cloud services are still required to validate and manage the authentication workflow.

 

3. Can a third-party SMS gateway be integrated for SMS OTP?

No, integration with third-party SMS gateways is not supported.
Symantec VIP maintains a secure chain of custody for all OTP messages to ensure message integrity, reliability, and compliance with security standards. Using external gateways would break this security model.

 

4. Where are Symantec’s SMS gateways hosted?

Symantec VIP’s SMS delivery infrastructure is hosted through Twilio, a trusted third-party communications platform. It is not hosted on Google infrastructure.

 

Key Notes

• Push notifications, SMS, and email OTPs are part of the VIP authentication ecosystem.

• When push notifications fail, SMS or email OTP can serve as fallback mechanisms.

• Ensure that your tenant configuration and user communication preferences are properly set up in VIP Manager for smooth operation.