IT Managed Services

The vendor is required to provide comprehensive managed IT services for its municipal operations.
- Network support and maintenance (both on-site and off-site) and maintenance records.
• Ensure continuous support for network operations, including on-site and off-site maintenance, with accurate records of all activities performed.
- Support/response timeframe to provide level of services and after-hours/emergency support.
• Define service levels, including response times for regular, after-hours, and emergency support situations.
- Procurement management
• Selection of commercially rated equipment of appropriate quality for the application, order placement, order tracking and shipping, in accordance with town purchasing policy.
• Provide technical specifications and support for all tendered procurement in accordance with town purchasing policy.
- Warranty and break-fix services.
• Provide support for warranty management and resolve hardware issues quickly and effectively.
- Familiarity with software services, software upgrades, pc management, software integration management, and licensing management.
• Manage software services, upgrades, pc management, integration, and license tracking to ensure compliance and efficiency.  - Value-added services and advisory capabilities.
• Offer additional advisory and consulting services that enhance overall IT operations.
- Network security and protection.
• Protect network infrastructure from threats through robust security measures and protocols.
• Provide a comprehensive IT security assessment that will include protection of private information as stipulated in the act and protection of privacy act (POPA).
- Supplementary information – provided by respondent.
• Allow the respondent to provide additional relevant information to highlight their capabilities.
- Disaster recovery of all servers and data in the event of significant natural or environmental events.
• Maintain and oversee disaster recovery plans for all servers and data, ensuring business continuity after major events in accordance with the town’s cyber security incident and disaster recovery plan policy.
- Asset lifecycle management.
• Oversee the lifecycle of IT assets, from procurement to disposal, ensuring optimal performance and cost-efficiency.
- Audio visual (AV) and meeting support
• Define ability to facilitate AV and meeting support for council, committee of the whole meetings and other meetings as required, either virtually or in-person.
- Printer/MFP deployment
• Ability to manage the installation and support of all device types listed below, if required.
- Reporting and communication
• Ensure adequate reporting and communication on all assets, current activities, issues and project status reports, with a preference for monthly reporting.
- Onsite support
• Minimum of one (1) on-site technician support visit per month, as needed.
- IT assets include:
• Approximately 45 devices under management (servers, computers, network devices, cameras, etc.).
• 21 Endpoints (desktop/laptop/thin client).
• 1 Physical server (Hyper-V host).
• 5 Virtual servers - 1 on physical host, 4 in cloud (server 2019 standard edition)
• 3 Enterprise WatchGuard firewalls.
• 3 Network switches (HP office connect).
• 8 Vlans (5 main site, 2 arena, 1 public works).
• 4 Enterprise Wi-Fi aps (2 APS main site - 2 SSID, 1 arena - 2 SSID, 1 public works - 1 SSID).
• 2 network uninterruptable power supply unit management.
• 3 printers or MFP devices - management and/or coordination of support with printer vendors.
• Assistance with mobile devices (mix of corporate owned and personal) - approx. 25, as needed.
• Disaster recover & backup ->1.9 TB in offsite storage with disaster recovery capability. 1.7 TB for 4 cloud VMS. 200 GB of offsite replication. 260 GB of on-site storage for host + 1 VM.
• licensing for multiple backup & replication servers, and 6 servers or endpoints with licensing.
• 3 physical buildings or locations with network equipment or tie INS.
• Enterprise MDR/antivirus platform + licenses (approx. 30 devices).
• Microsoft 365 full management.
• Full MSP management of all devices, including all day-to-day support requests from staff.
• 24/7/365 monitoring on all core network, servers, and key line of business (lob) services.
• Network operations/helpdesk support with 24/7/365 management of servers and core management with service level agreement (SLA).
• Network management licensing (auvik).
• Management of all 3rd party vendors.
• Support on all primary line of business applications.
- Contract Period/Term: 2 years
- Questions/Inquires Deadline: August 7, 2025