Information Technology Managed Services

The Vendor is required to provide to support its IT infrastructure with agile, secure, and forward-looking IT operations. 
- Recently migrated to Microsoft 365 for email, productivity, and collaboration services. With this transition, the City is focusing on enhancing cloud-based services, endpoint security, and overall network reliability.
- The City supports approximately 90 internal IP addresses and 45 active users, with 42 workstations and 8 servers currently monitored via Kaseya RMM.
- The IT infrastructure includes a core network, two intermediate distribution frames (IDFs), managed network switching, and enterprise-grade firewall systems.
- Service desk support -the service desk will provide SLA-governed support in alignment with industry standards such as ITIL (information technology infrastructure library) and HDI (help desk institute) best practices. 
• Defined response and resolution times will be based on issue priority levels, adhering to common benchmarks (e.g., initial response within 30 minutes for critical issues, resolution within 4 hours). 
• Support processes will include comprehensive issue triaging, categorization, and escalation workflows to optimize incident management efficiency. 
• Monthly reporting will deliver detailed analytics on ticket volume, resolution metrics, SLA compliance, and root cause analysis, enabling continuous operational improvement and alignment with service management frameworks.
- Network monitoring & administration - the provider shall deliver 24/7 network monitoring and administration services through a dedicated network operations center (NOC), staffed by certified network engineers.
• Services must include real-time monitoring, alerting, and support for core network infrastructure such as firewalls, switches, VPNS, and wireless access points. 
• The NOC will ensure continuous oversight, rapid incident response, and proactive management to maintain network performance, security, and high availability.
- Server, Hyper-V & SQL administration - the provider shall administer both on-premises and cloud-hosted server environments, including Hyper-V virtualization and Microsoft SQL server instances. 
• Services must cover routine maintenance, performance optimization, patch management, and disaster recovery planning and execution. 
• Labor for upgrading existing server hardware and software must be included as part of the service offering. 
• The provider is expected to ensure system reliability, data integrity, and high availability across all managed environments.
- Backup-as-a-service -the provider shall deliver backup-as-a-service (baas) for approximately 5–10 TB of data, supporting both full and incremental backup schedules. 
• The solution must include quarterly test restorations to verify data integrity and recovery capabilities. 
• A triple- location backup policy is required, maintaining copies on-premises, in the provider's cloud infrastructure, and at an offsite/secondary location to ensure redundancy and disaster recovery.
- Recovery objectives should align with industry best practices:
• Recovery point objective (RPO): maximum data loss of no more than 24 hours (daily backups)
• Recovery time objective (RTO): data recovery within 24 hours of a disruption 
• The current environment utilizes VEEAM running on a Synology DiskStation for on-premises backups, with replication to the existing managed service provider's (MSP) cloud infrastructure.
• The proposed solution should ensure continuity with, or a seamless migration from, this setup.
- Desktop-as-a-service - the provider shall deliver end-to-end desktop-as-a-service (DaaS) solutions to support a secure, standardized, and efficient end-user computing environment.
• Services must include workstation imaging, operating system and application patching, antivirus deployment and management, and full provisioning of desktops and laptops. 
• Support for mobile data computer (mdc) deployments is required.
• Labor for upgrading existing workstation and laptop hardware and software shall be included as part of the base service offering. 
• All activities must be performed with minimal disruption to end users to ensure continuity and consistent performance.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: July 15, 2025