Information Technology Services

The vendor is required to provide employs a full-time technology technician who will be the point of contact for the vendor and its technicians.
- In-person assistance - a technician of the vendor will be required to work on-site three days a week, four hours each day, to assist the city’s technology technician with needed on-site assistance.
- Break/fixes and installation – the vendor must offer planned and on-call break/fix services, including emergency response to server and workstation issues, outside of their in-person assistance schedule.
- Help desk support - the city utilizes a help desk support system that is managed by the city’s technology technician.
- Network support center
• Network evaluation
• Server and workstation support
• Network support and upgrades
1. Provide upgrade quotes for city to budget appropriately
2. Assist with upgrades
• Onsite and remote support
• Certified and dedicated engineers
1. Assist the city it technician with tier i and tier ii support, system upgrades, larger projects, additional support
2. Assign 1-2 persons as a primary and possible secondary engineer to become familiar with the city’s systems and personnel
• System integration and mergers
- Cloud services
• Full network cloud hosting
• Cloud backup solutions
1. Provide daily backups and data protection, virus protection and application protection
• Application hosting
- Managed services
• Network health monitoring
• Server and pc patch management
• Anti-virus and anti-spam monitoring
• Content filtering
• Network scheduled maintenance
• Backup monitoring and testing
- Helpdesk services
• Remote control services
1. Tiers i and ii
• 24/7 helpdesk hours
1. M-f 8-5 one hour response time
2. After-hours two hour response time
• Certified engineers
• State based support
1. Local support
• On-site schedule control
• Hardware and software quotes
- CIO services
• Disaster recovery planning
• Information systems review
• Information systems design
• IT strategic planning
• IT departmental evaluation
- Cyber security
• Daily monitoring of systems
• Quarterly systems review presented to the city clerk
• Biannual meeting with city officials
- Hardware and software
• Servers and workstations
• Wholesale pricing
• All hardware manufacturers
• Software renewals
• Warranty support
• Switches throughout city
• Council chambers microphones, video screen, and other AV equipment
• Contractor/vendor coordination for upgrades and repairs.
- Contract Period/Term: 2 years