IT Support Services

The vendor is required to provide for information technology (IT) management to include maintenance and support services from qualified firms or individuals.
- This support includes: network internet; email application; management infrastructure; support network security; disaster recovery; on site and remote client service; 24/7 system monitoring and response on site services.
- IT support services to commence on endorsement of the IT support services contract.
- Assistance with 24x7 monitoring services, security services, maintenance and support, as well as on-site support of up to 20 hours per month sometimes during business hours.
- Server administration services
• Managing computer systems and networks to include complex application, database, messaging, web and other servers and associated hardware, software, communications, domain administration— including operating systems necessary for the quality, security, performance, availability, recoverability, and reliability of the systems.
• Ensure scheduled preventive maintenance for equipment is properly and promptly performed; maintain the maintenance records on the equipment; develop operations, administrative, and quality assurance procedures, and back-up and disaster recovery plans with complete procedural documentation.
• Setup new users, edit permissions, or remove existing users on server.
• Server performance and capacity management services with reporting when specified thresholds are reached.
1. Software and applications
• Vadar software
• Patriot software
• Harpers payroll software
• Badger -water usage utility billing software
• Voting button software (town meetings)
• Adobe creative cloud
2. Messaging, email and communications
• Manage current town email, messaging and communications systems. services to include but not limited to: microsoft 365 administration including licensing, user set-up and support; mailbox administration and management; messaging environment security; all internet email application management infrastructure support, including migration tasks; network security recovery on site and remote; system monitoring and response on-site services.
- Network administration services
• All town network equipment including switches, firewalls, routers, access points, and other security devices.
• Primary maintenance including regular security and load analysis, routine configuration changes, and installation of patches and upgrades. 
• Network performance and capacity management services, and network troubleshooting. 
• Maintain network documentation and procedures. 
• Manage, document, and maintain town hall cable and wiring and wireless network infrastructure.
- Security
• 24x7 desktop to server monitoring and alerting 
• Network firewall monitoring 
• Microsoft patch management – manage critical and noncritical updates 
• Managed antivirus, malware and antispyware detection and resolution 
• Security administration 
• Backup monitoring and administration 
• Maintain inventory of all IT related equipment 
• Maintain inventory of all operating systems, installed applications, and software licensed for all town computer systems 
• Data protection – provide complete data protection for the town of computer systems to include but not be limited to the following:
o Regularly scheduled onsite and offsite backups 
o Recovery from backup testing plan and procedures 
o Disaster recovery plan, procedures and testing 
o Monthly and quarterly reporting – security incidents, responses, data protection, and backup success, failures and restores reports.
- Contract Period/Term: 3 years