Managed IT Services

The vendor is required to provide managed IT services that will serve the current and projected needs of the town.
- Services include:
• Help desk support - the vendor should offer superior services Monday to Friday with weekend and holiday availability if required utilizing industry best practice processes and procedures; support may be offered over the telephone, on-line and on-site when required.
• Server and network system monitoring – the vendor must provide 24x7 monitoring of the town’s servers and network systems with proactive communication and escalation protocols based on the severity of any unscheduled outages.
• Patch management services and preventive maintenance – the vendor must provide management of critical security and system patches to all servers and systems on the network to ensure the town’s IT systems and resources are properly managed and maintained.
• Business continuity and disaster recovery – the vendor must be able to support the town’s ability to recover based on the recovery time and objective agreed upon; in addition, backup and redundancy should be used to support this need.
• Remote backups as required
• Email system management/security
• Antivirus, antispam, and antispyware protection – the town is looking for security solutions including phishing, malware, spam and viruses.
• Vendor coordination - the vendor should be able to manage other vendors which may be contracted by the town for services and the vendor may be required to coordinate services on behalf of the town
• Software licensing control – the vendor will provide oversight of automatic renewal of necessary software licenses and applications required to meet the specifications of the proposal and shall provide access to the town.
• Procurement assistance – the vendor should be able to assist the town with sourcing and selection of new equipment, repair and replacement parts, and tracking and returning of products and equipment.
• Desktop and laptop support – the vendor should include their ability to support existing and future desktop and laptop hardware; this includes maintenance and repair, replacement for failed equipment, and the acquisition and provisioning of new equipment as needed.
• Printers, copiers and scanners -the vendor must be able to support existing printers, copiers and scanner related network-printing issues.
• Desktop software standardization and software licensing and upgrades – the vendor should have a process for identifying standardization and ensuring that staff are using current products as well as current OS and browser versions.
• Lifecycle management of hardware units – the vendor should have processes for end-of-life notification, replacement, and asset decommissioning/disposal.
• Break fixes and installation – the vendor should offer planned and on call break/fix services, including emergency response to server issues; the budget section should highlight the variants in the pricing.
• Reporting – the vendor should provide relevant reporting not only based on their performance from a help desk perspective but also regarding system health, uptime, and assist in keeping an accurate hardware inventory to inform ongoing planning of maintenance, warranties, and refresh schedules.
• IT policy review and development – the vendor should be able to assist in the development of customized policies related to the use of technology.
• Scalability – the vendor should be able to offer a model where scaling up or down from a systems and cost perspective is simple and nimble.
• Onboarding and off boarding staff - the vendor should have a process and procedure in place to onboard or off board team members in a timely and efficient manner.
• Vulnerability testing - the vendor should offer vulnerability tests, both internally and externally, to determine what flaws and potential threats exist from the outside, or perimeter, of the town’s business network.
• Compliance – the vendor must use systems that comply with industry standards, best practices and procedures.
• End-user security awareness training – the vendor should highlight any training programs offered in house or externally offered for team members to further secure the town’s systems.
• On-site visits – the vendor should include in their pricing a regularly scheduled on-site visit to perform needed maintenance and to attend to user specific issues.
- Contract Period/Term: 1 year