eServices Platform ongoing infrastructure support and maintenance Services

The Vendor is required to provide ongoing technical support, software version upgrade maintenance, server performance and capacity monitoring, and critical file and database backup for approximately 24 Linux-based virtual servers making up the eService’s Platform.
- Support and maintenance tasks will cover the operating systems and infrastructure software but exclude application-tier software such as Drupal or Laravel.
- The eServices Platform (ESP) consists of several Linux servers  running from city virtualized infrastructure, most of which are dedicated to hosting several Drupal websites and providing support for that hosting in separate development, user acceptance testing (UAT), and production environments.
- Support and maintenance for the eServices Platform infrastructure software.
- In addition to the ESP servers, there are also several integrations with staff facing back-office systems.
- A separate load-balancing service routes public web traffic to the ESP and is controlled by a peer unit in city.
- For each of the ESP servers:
• Monthly OS package upgrades, preferably performed outside of city business hours that are tested on development and testing servers before deploying the same to the production environment.
• Upgrade of VMS to the most recent long term support version of Ubuntu server, as appropriate, across the ESP (except for eserv-prd-mon01 which is currently on debian 11). 
• Server inventory for the current OS versions.
• Monthly reports showing which OS packages were updated on each server and a brief overview of the month’s upgrade activities and any observed security, capacity, or performance concerns.
• Automated nightly backups of configuration, user, application, and website files as well as database backups stored on the eserv-prd-mon01 monitoring server with a reasonable rolling history of at least a few days for the production and UAT environments.
• Active availability and security monitoring of the production services from the vendor’s own monitoring center and/or from within the city network using the eserv-prd-mon01 monitoring server.
• 24x7 incident response including a service level agreement (SLA) response times keyed to severity.
• Provided with remote VPN access to all of the servers with OS accounts that can gain root-level access.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: July 08, 2025